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How Celerity Used AI to Boost Service Efficiency by 60%
Software

How Celerity Used AI to Boost Service Efficiency by 60%

With ticket volumes and complexity rising across our managed services, Celerity needed a way to reduce service desk pressure and improve efficiency. By deploying our AI-managed service internally, we automated repetitive tasks, improved response times, and created a more consistent, scalable approach to daily operations.

 

The Challenge

Celerity was facing a steady increase in support requests across multiple customer environments, placing significant pressure on engineering teams. Manual triage processes required engineers to spend valuable time reviewing descriptions, searching logs, assessing sentiment and determining ticket priority. This slowed early‑stage investigation and led to inconsistencies in triage quality.

As workloads continued to grow, the service desk needed a more effective way to process, prioritise and investigate incidents. Increasing headcount was not sustainable. Instead, Celerity needed to modernise its internal operations, reduce repetitive tasks and create a more predictable and efficient approach to managing support tickets.

The Solution

Celerity deployed its AI Managed Service internally, integrating it directly into our existing ITSM workflows. As tickets are raised, the service automatically gathers contextual information, highlights potential root causes and analyses sentiment to flag urgent or high‑risk cases.

Engineers receive structured triage briefs containing all the information needed to start working immediately, while maintaining full control through human oversight. This balance ensures faster, clearer, and more consistent insights without sacrificing accuracy.

By piloting the system internally, we strengthened triage accuracy, reduced manual effort, and accelerated issue investigation across the service desk, proving the real-world impact of AI on managed service efficiency before offering it to clients.

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The Results

The AI Managed Service delivered measurable improvements within the first year of deployment:

  • 50-60% increase in operational capacity, enabling teams to support more customers without increasing headcount
  • 40% faster triage, helping engineers begin investigation sooner
  • 60% faster resolution time, supported by enriched context and streamlined investigation
  • 40% reduction in negative sentiment, thanks to improved prioritisation and earlier visibility of customer frustration
  • Full return on investment achieved within one quarter, supported by efficiency gains and reduced manual workload
  • Improved service consistency, with structured triage briefs providing a clearer, more predictable process
These improvements have enabled Celerity to manage growth more effectively, reduce operational strain and deliver a higher‑quality service experience.

 

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faster triage

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faster resolution time

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reduction in negative sentiment

Bespoke solutions / consultancy, for your digital transformation

Celerity’s Managed Services Portfolio consists of industry leading, enterprise-grade solutions designed to help your business to unleash the power of transformation.

Whether you’re looking for cyber security support, managed backup services, or expert help modernising your legacy infrastructure, get in touch with Celerity to learn how we can help your business to make sure that its’ digital future is secure.