Policygenius Modernizes IT Help Desk to Support Hypergrowth, Achieving 5.3min Response Time

15%

Deflection rate

96%

Team auto-triage

81%

Auto-triage accuracy

5.3 minutes

Median response time

1.8 hours

Median resolution time

Size:

520 employees

Location:

New York, New York

CUSTOMER SINCE:

2020

INDUSTRY:

Insurance

TEAMS USING ATSPOKE:

IT Licensing People Ops

Integrations

Slack Bamboo


Summary: with an increasing volume of requests, disconnected employee support channels, and an advancing period of hypergrowth, the IT team at Policygenius turned to atSpoke to transform operational efficiency and employee experience. Today, with hypergrowth success behind them, the team is ushering in above-industry performance metrics through the potent combination of atSpoke’s Slack integration and AI capabilities.


Introduction

Achieving hypergrowth is an extraordinary feat. It means that a company rode a steep wave of growth for an extended time, surviving and thriving through it. Policygenius is one such company. The leading online insurance marketplace successfully scaled to meet massive market demand, more than doubling its workforce from 200 to over 500 in one year.

The IT team was instrumental to the company’s expansion efforts. By leveraging atSpoke as its central command center, IT managed the volume and velocity of hypergrowth with exceptional efficiency and uncompromising attention to the employee experience.

But much like a true hero’s journey, the IT team at Policygenius underwent a few growing pains and a little soul-searching prior to its hypergrowth success. It’s a success story of legendary proportions.

The Challenge

“The biggest problem is no one wants to submit a ticket because it takes ten steps to do one thing.” – Jon Le, Head of Technical Operations at Policygenius.

Prior to the company’s hypergrowth, Policygenius employees requested IT services through multiple channels –– from email, to Slack, to desk drive-bys –– and conspicuously avoided filing an IT ticket.

The problem was that IT had no systematic way of organizing, tracking, and measuring these multi-channel requests. As the volume of requests grew, so did the hours of manual IT work. Requests fell through the cracks and resolution times slowed, hindering employee productivity.

Head of Technical Operations Jon Le astutely observed that traditional IT ticketing, with its forms and queues, was completely misaligned with how employees actually work. As Jon points out: “… no one wants to submit a ticket because it takes ten steps to do one thing.”

It was time for a new take on ticketing –– or suffer the consequences of operational chaos. Unbeknownst to Jon, his timing was impeccable – hypergrowth was around the corner.

The solution

Policygenius’s IT team knew the solution had to solve two pain points: it had to meet employees where they already work in Slack, as well as automatically organize tickets to provide visibility for IT. That led to atSpoke.

atSpoke empowers our IT team to move faster on requests and accomplish stats that are above the industry standard: five-minute median response time and two-hour resolution time.

Jon Le

Head of Technical Operations

Smooth and Easy Support on Slack

atSpoke gives Policygenius employees one convenient way to make requests, receive updates and get instant answers to simple questions. With the native Slack integration, employees easily send Slack direct messages or @ mention the atSpoke bot in a channel to ask for help or or get quick answers to their questions.

With atSpoke, the IT team can now automatically convert any direct message into an atSpoke ticket, eliminating 32 hours a quarter of manual ticketing work.

According to Jon, “atSpoke empowers our IT team to move faster on requests and accomplish stats that are above the industry standard: five-minute median response time and two-hour resolution time.”

We have a first-contact resolution rate of 75% which reflects the number of tickets that can be solved with only one message needed - this helps us identify trends we can incorporate into our current processes, making us more efficient.

Jonathan Puebla

IT Project Manager

AI So Smart It Could Be Invisible

atSpoke’s AI delivers the right response to repetitive requests with a high level of accuracy, empowering employees to self-resolve requests quickly. atSpoke’s AI also automates triage by classifying and routing requests to the right team and agent –– without any human assistance.

“Our 96% team triage accuracy rate and an 80% agent auto-triage rate makes it easier to give the right folks immediate visibility so we can serve our employees swiftly,” said Jon.

Policygenius also employs atSpoke AI to automate workflows by request types. When additional information is needed, atSpoke automatically responds with the relevant form to the requester, gathering additional information to accurately route or resolve the request.

As Jon explained, “We have a first-contact resolution rate of 75% which reflects the number of tickets that can be solved with only one message needed — this helps us identify trends we can incorporate into our current processes, making us more efficient.”

Speed to Value With Deployment in 2 Weeks

atSpoke’s ease of deployment allowed the IT to quickly funnel employee requests through a single location in less than two weeks. In short order, the HR and Licensing teams adopted atSpoke as a centralized command center to manage employee requests.

“Other tools, if set up incorrectly, have the power to interfere and interrupt other team workflows, but atSpoke doesn’t overcomplicate what ticketing needs to be and we were running in two weeks,” said Jon.

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