Excellent Networks Eliminates Manual Triage and Saves $40k Annually

The Challenge

Excellent Networks had a problem that was getting worse every day. They were trying to respond fast to client tickets, but their manual triage process was the bottleneck. They didn't have a good triage person, and even when they did have someone there, humans just weren't fast enough to keep up with the volume.

The real problem hit when their receptionist called in sick, took a lunch break, or went on vacation. Nothing got done. Tickets would pile up while managers scrambled to fill the gap, trying to juggle their own work while manually sorting through incoming requests. For a team committed to fast client response times, this created constant stress and inconsistent service.

On top of the triage issues, Excellent Networks was looking for better ways to help their technicians resolve tickets. They wanted something that could actually use their knowledge base instead of leaving techs to hunt around for solutions. They'd tried other tools before — Nine Minds went out of business, and Crush Bank "had the right idea, but the information just wasn't good."

The manual process was holding them back from growing their client base because they couldn't guarantee consistent response times. Every time their single triage person wasn't available, client satisfaction took a hit.

The Solution

Excellent Networks knew they needed to be careful about changing their triage process, so they worked with Neo Agent's team to set up automated workflows step by step. The implementation turned out to be easier than expected — Mark rated the setup process as a 5 out of 10 on the difficulty scale, saying it was "fairly easy."

They started with automated ticket triage, where Neo Agent would instantly categorize and route incoming tickets to the right technicians. Instead of waiting for a human to read through each ticket and decide where it should go, the AI handled this automatically, working around the clock without breaks or sick days.

The team is also implementing M365 onboarding workflows to handle their steady flow of new user setups. With about 5 new Microsoft 365 users per day taking roughly 15 minutes each to set up manually, automating this process will free up significant technician time that can be better spent on complex client issues.

They've also started rolling out Neo Agent's phone agent functionality to help with call handling and note-taking. As Mark put it, taking good notes during calls was "hit or miss" with different staff members, but the AI is consistent every time.

Throughout the process, Excellent Networks had direct access to Neo Agent's team for fine-tuning and adjustments, making sure the automation worked exactly how they needed it to.

The Results

The change at Excellent Networks was immediate and clear. Within weeks of implementation, they had solved their biggest operational headache and freed up significant resources for growth.

The most obvious win was eliminating the need for a dedicated triage person entirely. As Mark explained, "we don't hire for that position anymore." This saved them approximately $40,000 per year in salary and benefits — money that could now go toward better pay raises for their technicians or expanding their services.

The automated triage system meant consistent response times regardless of staffing. No more tickets sitting unassigned because someone was at lunch or out sick. No more managers dropping their own work to manually sort tickets. The system just worked, 24/7.

With their M365 onboarding automation coming online, they're expecting to save about 1.5 hours daily of manual setup work. That adds up to over 7 hours per week that technicians will be able to focus on more complex client issues instead of routine user provisioning.

Perhaps most importantly, they maintained their commitment to fast client response while actually improving consistency. The AI didn't get tired, didn't need breaks, and didn't vary in quality from day to day. As Mark noted about his initial skepticism: "the first time you show it to people, it's amazing. I was skeptical at first... but when I saw the triage, I was like, man, this is crazy."

For Excellent Networks, Neo Agent didn't just solve operational problems — it eliminated their single point of failure and gave them a foundation they could build on as they continue to grow their client base.