Morfix Cuts Service Desk Response Times by 65% with Automated WhatsApp Routing
Managed IT services provider Morfix structured client IT helpdesk tickets and automated engineer dispatch using Botinx.
Average response to critical infrastructure alerts
Tickets routed to the correct specialist engineer
Maintained across all enterprise IT service contracts
The Challenge Before Botinx
Unstructured client support messages over chat apps caused critical server issues to get lost among routine password reset inquiries.
How Botinx Solved It
Morfix implemented an automated priority triage system where clients choose incident severity, automatically triggering emergency alerts to on-duty engineers.
Key Results & Business Impact
- Reduced critical ticket response time from 45 minutes to under 5 minutes.
- Achieved 99.4% SLA compliance across all enterprise client accounts.
“Service desk tickets created via WhatsApp are routed accurately, improving our response time and customer satisfaction.”
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