Crisis IT Support Recovery Through AI Innovation
Client: Small Professional Association (~50 employees)
Industry: Healthcare Professional Services
Timeline: 4 weeks emergency deployment
The Results: From Crisis to Efficiency
75% reduction in helpdesk support time required
20+ hours per week reduced to 5 hours per week
Emergency IT continuity restored in 4 weeks
5 years of knowledge recovered and made instantly accessible
Self-improving support system that gets smarter with each ticket
The Crisis
A small professional association faced an operational emergency: their entire 7-person IT team had resigned within a month after management brought in an outside consulting firm without the IT director's knowledge.
The organization was left with no internal IT support capability for 50 employees who depended on complex technology systems for daily operations.
Immediate Problems:
Zero internal IT expertise remaining
Outside consulting firm spending 20+ hours per week just on helpdesk tickets
No efficient way to resolve basic IT issues
Five years of institutional knowledge thought gone
Ticket resolution taking hours of research for each request
No systematic approach to leveraging existing solutions
The challenge: Restore basic IT functionality without rebuilding an entire internal team or continuing the expensive consulting arrangement.
Our Approach: AI-Powered Knowledge Recovery
Rather than hiring expensive technical staff, Wexford deployed an innovative AI solution to unlock the organization's existing knowledge assets.
Phase 1: Knowledge Archaeology
We extracted and analyzed the organization's complete IT support history:
Scraped 5 years of Salesforce helpdesk tickets
Systematically scrubbed all personally identifiable information
Categorized common issues and resolution patterns
Identified recurring problems and standard solutions
Critical Insight
The knowledge needed to solve current problems already existed; it was just inaccessible. Previous IT staff had documented solutions to virtually every issue, but finding relevant information required hours of manual searching.
Phase 2: AI Implementation
We deployed Google NotebookLM as the knowledge platform:
Fed the entire scrubbed ticket history into the AI system
Trained the system on organizational-specific solutions and configurations
Created query protocols for rapid issue identification and resolution
Established citation systems linking AI responses to original ticket solutions
Phase 3: Process Redesign
We streamlined the entire support workflow:
Migrated consulting firm's process into existing Salesforce ticketing
Eliminated helpdesk as middleware—users communicate directly with support
Required all communication within Salesforce for transparency and knowledge capture
Created single source of truth for all IT support interactions
Strategic Organizational Benefits
Beyond the immediate 75% efficiency gain, the transformation delivered lasting value:
Operational Recovery
Restored IT continuity without hiring full-time staff
Leveraged existing assets rather than starting from scratch
Ticket resolution time: Reduced from hours to minutes
Process efficiency: Eliminated multiple handoffs and communication gaps
Knowledge Preservation
Every new ticket now contributes to AI training data
Created sustainable support model that improves with each interaction
Established transparency in all support communications
Self-improving system that gets smarter over time
Process Innovation
Before: Multiple communication channels, lost context, repeated research
After: All communication in Salesforce, searchable history, AI-assisted resolution
Innovation Insights
AI as Knowledge Amplifier
The most powerful AI applications don't replace human expertise—they make existing knowledge more accessible and actionable.
Crisis as Catalyst
Emergency situations often reveal opportunities for dramatic process improvements that would be difficult to implement under normal circumstances.
Historical Data as Competitive Advantage
Organizations often undervalue their historical data. Properly leveraged, years of operational history become powerful AI training assets.
The Wexford Difference
This engagement demonstrates our approach to crisis consulting:
We turn emergencies into opportunities. While other consultants might have recommended expensive staff replacement, we leveraged existing assets to create superior capabilities.
We deploy cutting-edge solutions rapidly. Our AI implementation delivered results in 4 weeks while building sustainable long-term value.
We design solutions that improve over time. Each support interaction makes the system smarter, creating compound value from our initial intervention.
We operate under your brand, protecting your client relationships. The technology consultant maintained full ownership of the AI transformation initiative while we handled the complex implementation work. They were able to deliver cutting-edge knowledge management services to their client without diverting resources from their core strategic work - and get compensated for the full engagement while we operated invisibly under their brand.
Ready for White Label AI-Powered Operations?
Crisis or opportunity, your organization's historical knowledge is a powerful asset waiting to be unlocked. Let Wexford show you how AI can transform operational challenges into competitive advantages.
Facing an IT crisis or looking to optimize support?
Contact us to discuss how AI can amplify your organizational knowledge.
This case study represents actual client work. Specific details have been anonymized to protect the confidentiality of our white label agreement while illustrating representative outcomes and methodologies.
