Company Profile
TechFlow Solutions
The Challenge
TechFlow Solutions had been using an outsourced managed service provider (MSP) for IT support since their Series A in 2023. As they scaled from 80 to 280 employees, the cracks became impossible to ignore.
- Average ticket resolution time was 4.2 hours - employees were losing half a workday waiting for IT help
- Monthly IT spend had reached $44,800/month ($140/endpoint x 320 endpoints) with no quality improvement
- The MSP operated Mon-Fri 8am-6pm only - engineers working evenings and weekends had zero support
- Password resets and VPN issues accounted for 62% of tickets - repetitive tasks that should not require human intervention
- No self-service knowledge base - every issue required opening a ticket and waiting for a response
- Onboarding new hires took 2-3 days of IT setup time, delaying their first productive day
David Park, VP of Engineering at TechFlow, summarized the situation: "We were paying enterprise prices for helpdesk-only service. Every time someone forgot their password on a Saturday, they were stuck until Monday. For a company building software, that is unacceptable."
The Solution
TechFlow deployed HelpBot Professional ($75/endpoint/month) across all 320 endpoints in March 2026. The migration from their previous MSP took 12 days, including a 5-day parallel operation period.
- 24/7 AI-powered helpdesk resolves Tier 1 and Tier 2 tickets automatically - no business hours limitation
- Self-building knowledge base learns from every resolved ticket - employees find answers before they need to ask
- Automated onboarding workflow provisions accounts, configures endpoints, and sets up access in under 30 minutes
- Multi-channel support via Slack, email, and web portal - employees use whatever channel they prefer
- Proactive endpoint monitoring catches issues before users report them - patches and updates deployed silently
- Weekly health reports give engineering leadership visibility into infrastructure trends and risks
Implementation Timeline
Results
Annual savings: TechFlow saves $249,600 per year ($20,800/month x 12) while getting 24/7 coverage, faster resolution, and proactive monitoring they never had before. The ROI was positive within the first month of deployment.
Testimonial
HelpBot transformed our IT operations from a cost center into a competitive advantage. Our engineers used to dread IT issues - now most problems are resolved before they finish typing the ticket. The 24/7 coverage alone justified the switch, but the 40% cost reduction made it a no-brainer. I wish we had made this move a year earlier.
From an operations perspective, the knowledge base is the real game-changer. New engineers onboard themselves - they search the wiki, find the answer, and keep moving. We went from 15-20 IT tickets per new hire in the first week to an average of 2. That is hundreds of hours saved across the company every quarter.
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