ITNS Streamlines Operations and Reduces Invoicing Errors by 70%

ITNS knew they needed to fix these workflow problems systematically, so they implemented Neo Agent's automation across multiple areas of their operation.

They started with automated dispatching to solve the ticket cherry-picking problem. Instead of letting technicians choose their own work, Neo Agent now assigns tickets based on workload, availability, and custom business rules. The unfavorable tickets that used to sit around now get assigned automatically, ensuring everything gets worked in a timely manner.

For SLA management, they set up custom reporting workflows that automatically monitor ticket status across different boards. Using Neo Agent's custom instructions and filtering capabilities, they can now pinpoint exactly which tickets need attention without manually digging through reports. The system sends them targeted alerts about SLA issues before they become problems.

To tackle the agreement mess, ITNS implemented an automated agreement assignment workflow. Whenever Neo Agent detects a time entry without a proper agreement, it automatically applies the correct one based on their business rules. This happens in the background, preventing the invoice problems before they start.

They also added automated ticket triaging that instantly sets the correct type, subtype, and item for each new ticket. Instead of technicians hunting through lists, Neo Agent parses the ticket content and assigns the right categories automatically.

Most recently, they're testing automated client escalation for unresponsive clients. When a ticket sits in a certain status too long for specific companies, the system automatically adds the client's manager to the ticket and sends a follow-up message.

Throughout the implementation, ITNS worked closely with Neo Agent's team to fine-tune each workflow, making sure the automation matched their specific business processes.

The changes at ITNS happened fast and the impact was clear. Within weeks, they had solved their biggest operational headaches and freed up significant time for more important work.

The automated dispatching completely eliminated the cherry-picking problem. Unfavorable tickets now get assigned and worked just like any other ticket, ensuring consistent service levels across all their clients. Technicians can't avoid difficult work anymore — if it's assigned to them, they work it.

The agreement automation delivered the biggest measurable win, reducing incorrect invoices by 60-70%. Logan no longer spends hours cleaning up billing messes because Neo Agent catches and fixes the missing agreements automatically in the background. This translated to significantly less administrative overhead and cleaner financials.

Their SLA monitoring process went from hours of manual work to targeted alerts that pinpoint exactly what needs attention. The custom filtering and reporting save substantial management time every week, and they can now be proactive about SLA issues instead of reactive.

The automated triaging has been a huge time saver across the board. Technicians don't waste time scrolling through endless lists trying to categorize tickets. Neo Agent handles this instantly, letting techs jump straight into solving problems.

Even with their growing client base, ITNS is handling more tickets more efficiently. As Logan put it: "our response times and ticket throughput is definitely improving because of Neo."

The automated escalation workflow is just getting started, but it's already showing promise for better client communication. Instead of hoping technicians remember to escalate unresponsive clients, the system handles it automatically.

Most importantly, not a single process has gone backward. Every automation they've implemented continues working reliably, giving ITNS a solid foundation to build on as they continue growing their business.