Company Profile
NovaPay
The Challenge
NovaPay grew from 30 to 95 employees in 18 months after closing their Series B. Their single IT engineer, Marcus Chen, went from managing a comfortable workload to drowning in over 180 tickets per week. The company was about to hire a second IT engineer at $120,000 per year when they decided to evaluate whether AI-powered IT support could solve the volume problem instead.
- 180+ IT tickets per week for a single IT engineer - an impossible workload that resulted in a permanent backlog of 40-60 unresolved tickets
- Average resolution time had stretched to 6.8 hours as ticket volume outpaced capacity, with some tickets sitting for 2-3 days
- Password resets, VPN configuration, and new laptop setups consumed 55% of the IT engineer's time - leaving no bandwidth for infrastructure projects
- Engineers were troubleshooting their own IT issues instead of writing code, costing an estimated 340 hours of engineering time per month
- SOC 2 compliance required detailed ticket documentation, but under time pressure the IT engineer was closing tickets without proper notes
- No after-hours support - the engineering team working late or on weekends had no IT coverage at all
Sarah Okonkwo, NovaPay's CTO, described the breaking point: "We had engineers spending 45 minutes troubleshooting printer drivers instead of building payment features. Every hour an engineer spends on IT problems is an hour we are not shipping product. The math stopped making sense."
The Solution
NovaPay deployed HelpBot Professional across all 110 endpoints. Rather than replacing their IT engineer, the goal was to offload repetitive Tier 1 and Tier 2 tickets so Marcus could focus on infrastructure, security, and the projects that had been permanently postponed.
- AI-powered ticket triage automatically categorizes, prioritizes, and routes every incoming request - resolving 70% without human intervention
- Automated password resets, VPN provisioning, and software installation handle the repetitive tasks that consumed most of Marcus's time
- Self-service knowledge base with 380+ articles built from resolved tickets - engineers find answers in under 2 minutes instead of filing tickets
- Slack integration lets employees get help without leaving their workflow - no more context-switching to a ticketing portal
- Automated compliance documentation captures every action, resolution step, and configuration change for SOC 2 audit trails
- 24/7 coverage means the late-night engineering team and weekend deployments have full IT support
Implementation Timeline
Results
Cost breakdown: HelpBot Professional at $60/endpoint/month for 110 endpoints costs $6,600/month ($79,200/year). The avoided IT engineer hire would have cost $120,000/year plus benefits. Engineering productivity recovered is valued at $106,000/year (340 hours x $26/hour average blended rate, conservatively). Total annual ROI: $186,800 in savings and recovered productivity versus $79,200 cost - a 136% return on investment.
Testimonials
HelpBot did not replace Marcus - it made Marcus ten times more effective. He went from firefighting password resets all day to finally building the infrastructure improvements we had been putting off for months. Our network is more secure, our deployments are smoother, and our SOC 2 audit was the cleanest we have ever had. All because Marcus has time to do his actual job now.
Before HelpBot, I was the bottleneck for everything. An engineer could not install a tool, I had to do it. Someone forgot their password at midnight, they waited until morning. Now the knowledge base handles most questions, the automation handles routine tasks, and I handle the things that actually require an engineer's judgment. I have not had a ticket backlog in two months.
Stop Your IT Backlog from Growing
Start a 14-day free trial. No credit card required. From $60/endpoint/month.
Start Free Trial