How an IT team reduced helpdesk tickets by 70% and reclaimed 30 hours per week
A 500-person company's IT team was drowning in repetitive helpdesk requests. Common issues like password resets, software access, and equipment requests consumed most of their time, leaving little room for strategic projects.
They built automated conversational flows for common IT requests, enabling employees to resolve issues themselves 24/7. The IT team focused on complex problems while routine requests were handled instantly.
Created flows for password resets, software access, and equipment requests
Integrated with Active Directory and IT service management tools
Deployed via Slack, Microsoft Teams, and company intranet
Set up intelligent routing for issues requiring human intervention
Built knowledge base search for troubleshooting common problems
70%
Ticket Reduction
Fewer manual tickets
30hrs
Time Saved
Per week team-wide
< 2min
Resolution Time
Automated requests
+50%
Employee Satisfaction
IT support rating
85%
Self-Service Rate
Issues resolved without IT
$120K
Cost Savings
Annual savings
“DialogFlow gave our employees 24/7 self-service IT support. We went from being constantly reactive to having time for strategic initiatives. Employee satisfaction with IT support jumped 50%, and we're saving over $120K annually.”
Robert Kim
IT Director, FinTech Innovations
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