Automation saved KMT approximately 60 hours per week in ticket triage and dispatch, now spend approximately 30 minutes per day.
Cyber first managed services
Cyber
Support
Strategy
Cloud
Secure
Modern
Founded
2010
Head Office
Port Melbourne, VIC
Business
KMT is changing the game of managed IT with a ‘cyber-first’ approach, integrating cybersecurity into all services.
Automation
Service
05
Office Locations
90
End Users
About KM Tech
Kaine Mathrick Tech (KMT) is an Australian Managed Service Provider specialising in cyber-first managed IT services. KMT offers a variety of services designed to enhance IT security and efficiency, including cyber-first managed IT services with monthly reporting, remote monitoring, network documentation, and IT support through an online portal, ongoing IT support and strategic guidance, aiming to reduce IT frustrations and help businesses adapt to evolving technological needs and maintain a competitive edge.
KMT is committed to changing the game of managed IT with our comprehensive ‘cyber-first’ approach, integrating robust cybersecurity into all services. Our commitment extends beyond 24/7 cybersecurity protection to fostering strong human relationships, prioritising strategic support over mere ticket resolution.
As an MSP with a mission to empower businesses on their technology and digital transformation journeys, KMT recognised the importance of staying ahead of the curve.
Leading by example and delivering exceptional service to its clients, KMT prioritised the adoption of cutting-edge AI solutions within its own operations. KMT tackled common industry challenges – such as optimising efficiency, enhancing decision-making, and streamlining workflows – by implementing innovative AI technologies internally.
By addressing its own operational hurdles, KMT demonstrates how these solutions can deliver measurable benefits, setting a benchmark for other navigating similar complexities.
The challenges facing KM Tech
Prior to implementing automation, KMT’s IT ticketing system was entirely manual, requiring significant time and effort to manage. Clients would submit help desk tickets through the company’s support portal. Once submitted, these tickets appeared on the triage board where team members manually reviewed priorities, and categorised them based on urgency.
Following this, team leaders signed the tickets to appropriate engineers. This multi-step process was labour intensive, inconsistent, and prone to delays. Miscommunications and the subjective nature of human decision-making sometimes led to inefficiencies, such as critical issues being deprioritised or backlogs of stale tickets.
“For example, a printer issue in a medical facility required immediate attention to avoid disruption to patient care, while a similar issue in an administrative setting was less critical.” – Scott Mathrick, co-founder of KMT. – Scott Mathrick
Manually ensuring such distinctions was a recurring challenge. With the absence of automation, team members spent up to six to eight hours each on a daily basis managing ticket workflows, leaving little time for strategic tasks.
The Solution
Recognising the inefficiencies in its manual system, KMT turned to technology to boost operations. The company implemented an automated ticketing solution.
Automated triage with LLMs
The LLM, able to consistently process the nuances of prioritisation, triages incoming tickets in real-time, categorising and prioritising them within milliseconds. It also flags missing details, such as contact information, reducing the need for follow-ups with clients.
Tickets are routed to either the Service Board or the Quick Fix Board, depending on their nature.
“A REWST Listener was developed to streamline the ticket triage process on the triage board. This automated system, essentially a bot, captures newly created tickets and queries REWST to determine if they match standard ticket templates. If a match is found, the ticket is automatically updated and triaged. For tickets lacking contact details, the system retrieves the relevant information by cross-referencing the email address and updates the tickets accordingly. If REWST cannot classify the ticket, the data is sent to a custom-trained AI model using Azure OpenAI. The AI evaluates the ticket against predefined KMT categories and assigns it to the appropriate board, such as the Service Board of Quick Fix.” – Scott Mathrick
The system boasts an accuracy rate of approximately 85 per cent, surpassing human performance and ensuring consistent, reliable categorisation.
Automated dispatch with MSP Bots
To streamline the next step, MSP Bots automatically dispatch tickets to engineers based on predefined workflows. This eliminated the need for team leaders to manage dispatch manually, further accelerating the process.
“Working together, these systems reduced the time spent on triage from several hours daily to just 30 minutes.” – Scott Mathrick
By integrating automation into both triage and dispatch, KMT created a seamless, efficient workflow that minimised manual intervention while improving accuracy and speed.
The Benefit
Significant time and money savings
Automation saved KMT approximately 60 hours per week in ticket triage and dispatch. Team members, who previously spent up to eight hours daily managing tickets, now spend approximately 30 minutes per day.
Additionally, the automated system, which costs approximately $1 thousand per month 347 hours of labour to implement, achieved ROI in just 5.8 weeks due to the time saved. This made the investment both efficient and cost-effective.
Improved client experience
The consistent and timely handling of tickets has enhanced the client experience. Clients no longer face delays due to stale tickets, as the system prioritises and escalates tickets that have remained unresolved for 48 hours automatically.
Resource reallocation and employee development
With routine tasks automated, team members can focus on more strategic activities, such as mentoring junior staff, managing procurement, and supporting other operational areas. This not only improved internal efficiency but also accelerated career progression for junior staff by exposing them to more advanced IT tasks.
The Future
KMT’s success with automation marks the beginning of a broader strategic transformation., The company plans to explore additional areas where automation can enhance productivity and client satisfaction.
“Building on this success, we’re considering integrating similar LLM-based solutions across other departments. It’s important we continue to strive towards greater time savings and efficiency improvements.” – Scott Mathrick
Continuous learning and improvement
KMT is committed to refining its automated processes by analysing system performance data and incorporating feedback from clients and employees.
Continual enhancements to the LLM and workflow adjustments will ensure the system remains aligned with organisational needs.
More than that, this automation has transformed how KMT interacts with clients.
“We plan to leverage these learnings to foster deeper client relationships, ensuring transparency and responsiveness at every stage of service delivery.” – Scott Mathrick
Impact on company culture
With routine tasks now automated, KMT can prioritise elevating the roles of team leaders and engineers. The company aims to cultivate a workforce that is not only proficient in their current roles but also equipped to drive innovation and engage in high-value activities to broaden skill sets.
This training lays the groundwork for clear pathways to career advancement. Team leaders and engineers can develop new skills and take on more complex projects, enhancing their professional growth and job satisfaction. This investment in employee development not only benefits individuals but also strengthens the company’s overall capabilities.
KMT is setting a new benchmark in IT service delivery with this transformation. This technological leap has not only streamlined traditional workflows but also boosted client satisfaction and freed up employees to tackle high-value, strategic initiatives.
This approach highlights the very best of future IT services – where automation drives both efficiency and innovation.
