"Neo will be the best tool you have ever bought for your MSP. It truly changes the direction of your business." — Marc Umstead, President & CEO, Plus 1 Technology
Plus 1 Technology is a managed service provider just outside Philadelphia. A year after rolling out Neo, the team is saving roughly two full technicians' worth of time every day. Ticket triage that once took 10 to 15 minutes now takes about two. Here's how they got there.
The problem: 15 minutes of detective work per ticket
Before Neo, every ticket at Plus 1 started with manual work. Someone had to route it and decide which technician was the best fit. Then the tech had to dig through past tickets and documentation to find how similar issues had been resolved.
"The team would spend 10 to 15 minutes on every ticket just trying to figure out the summation of the problem," Marc says.
That's time spent before any real troubleshooting begins. Multiply it across a full service desk, every day, and it adds up to a lot of skilled people doing work a machine could handle.
The vision: humans should only do what humans can do
Marc's team set a clear target: automate at least 10 to 12 of the tasks behind every ticket, so technicians could focus on the work that needs a person.
Plus 1 looked at the options. Neo stood out for one reason.
"Neo was the only one that aligned with our core vision for what we were trying to achieve," Marc explains, "which is to make sure that our humans were only doing what the humans could do, and that we could automate using AI and automation everything before that."
The rollout: from skepticism to buy-in
Like any new tool, Neo got some raised eyebrows at first. "Our team was like, 'Oh man, what is this new platform? What is this new internal note showing up in all the tickets?'" Marc recalls.
That internal note is where Neo surfaces what a tech needs: a summary of the issue and the relevant resolution steps, right inside the ticket. Skepticism faded quickly once the team saw how much less work each ticket required.
"Steps that used to take them 10 to 15 minutes now took two."
The results after one year
About a year in, the numbers speak for themselves:
- Two technicians' worth of time saved every day. "We've saved approximately what would be two full technicians' worth of time every day," Marc says.
- Triage cut from 10–15 minutes to about 2 per ticket.
- Faster resolutions. Documentation and resolution steps are "presented at the time," so issues close sooner.
A happier team
The biggest change may be how technicians feel about their work. "Our team is empowered and they just feel better about their job because they now feel like they're doing things that actually matter," Marc says.
Happier customers
"The customers love it," Marc adds. With less time spent chasing down resolution steps and hunting for documentation, the team has more time to build customer relationships. Shorter time to resolution "just improves the customer experience when they're dealing with us."
The takeaway for MSPs
Plus 1 Technology didn't use AI to replace its technicians. It used Neo to clear away the routing, searching and summarizing that stood between techs and real problem-solving. The result is a leaner service desk, a more engaged team and customers who get answers faster.
As Marc puts it: Neo "truly changes the direction of your business."
Watch Marc's full story: Plus 1 Technology on Neo (YouTube)
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Frequently Asked Questions
Who is Plus 1 Technology?
Plus 1 Technology is a managed service provider just outside Philadelphia. Marc Umstead is its President and CEO.
How much time does Plus 1 Technology save with Neo?
About a year after rolling out Neo, Plus 1 saves roughly two full technicians' worth of time every day.
How did Neo change ticket triage at Plus 1 Technology?
Triage used to take 10 to 15 minutes per ticket. Technicians had to route each ticket, then search past tickets and documentation for a fix. Now Neo adds an internal note to the ticket with a summary of the issue and the relevant resolution steps, and triage takes about two minutes.
Why did Plus 1 Technology choose Neo?
Plus 1 wanted its people to do only the work that needs a person, and to automate everything before that. Marc says Neo was the only option that matched that vision.
Did Neo replace technicians at Plus 1 Technology?
No. Neo took over the routing, searching and summarizing that came before real troubleshooting. Technicians now spend their time on work that matters, and Marc says the team feels better about their jobs.
How did the technicians react to Neo?
They were skeptical at first, and asked about the new internal note in every ticket. That faded quickly once they saw how much less work each ticket took.