ALPHARETTA, Ga.--(BUSINESS WIRE)--DynaSis, Atlanta’s premier provider of IT services and support for small and midsized businesses (SMBs), today announced it has adopted CrushBank, a groundbreaking IT Help-Desk intelligence application. To maximize the value of the solution, DynaSis provided CrushBank with access to DynaSis’ 25+ years of stored IT data, including details from more than 850,000 support tickets. That information was ingested and processed by the CrushBank system and is now searchable by DynaSis support technicians.
CrushBank was built on IBM's Watson artificial intelligence (AI) engine, a breakthrough cognitive technology that can acquire knowledge from data it processes, gaining the ability to think, learn and make informed decisions the same way engineers and support teams do. In addition to the IT provider’s historical data, the solution also incorporates CrushBank’s own database containing thousands of textbooks, documents, software documentation and other technology information.
“We first learned of CrushBank at the 2016 IT Nation and it interested me right away,” said DynaSis Founder and President Dave Moorman. “I wanted our technicians to have ready, searchable access to as much support and technology documentation as possible, and CrushBank was a perfect fit to meet that need.”
DynaSis was in a unique position due to its established history as a leading IT provider since the early 1990s. From its earliest days until the present, information had been collected in network drives, customer relationship management (CRM) and IT management and monitoring systems, and other locations. The challenge was for DynaSis to unleash that dataset, which was both unstructured and massive, for the benefit of its support teams—and its customers. The launch of CrushBank provided the perfect opportunity.
“For many companies, getting to the data ‘baseline’ for effective support is time consuming in its own right, but DynaSis had the opposite problem—an enormous aggregation of data that needed to be structured for search and retrieval,” said CrushBank Chief Revenue Officer Brian Mullaney. “Many firms would have been daunted by such a task and never leveraged their data efficiently, but Dave is a true innovator. He recognized the company could tackle its data problem—and accelerate its support efficiency--with the help of a platform like ours.”
DynaSis is an Atlanta IT services and cloud computing provider for small and midsized businesses. All of its solutions focus on helping companies achieve the three fundamental IT necessities of the modern business—availability, security and mobility. DynaSis specializes in on-premise managed IT services, managed cloud infrastructure, desktops and backups, and professional hardware and equipment installation. For more information about DynaSis’ IT support and services, visit www.DynaSis.com.
CrushBank is the first IT Help-Desk application built on Watson, the breakthrough cognitive technology developed by IBM. Watson uses “cognition,” the process of acquiring knowledge, to think, learn and inform decisions the same way engineers and support teams do. CrushBank combines best-practice documentation with a firm’s proprietary content to provide invaluable insight. The system ingests large volumes of unstructured data, reads and understands it, and uses machine learning to find the right answers to questions instantly. Simply put, CrushBank streamlines help-desk operations with less escalation to Level 2 and above. End users are more satisfied with an increase in first-call resolution. At CrushBank, it is our mission to increase help-desk engineer productivity, make the engineers smarter, keep intellectual property in the help-desk and increase end user satisfaction. For more information, visit www.crushbank.com.