Crisis IT Support Recovery Through AI Innovation
Complete IT team resigned overnight. Organization recovered with AI innovation that turned crisis into competitive advantage. 75% support time reduction in 4 weeks.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.
Strategic Technology Selection & Vendor Evaluation
Management consulting firm needed vendor selection expertise but couldn't divert from strategic work. 6-month technology evaluation delivered systematic vendor comparison while protecting client relationships and strategic positioning.Client: Mid-sized Professional Association
Industry: Healthcare Professional Services
Timeline: 6 months
The Results: Comprehensive Selection Process
Complete technology evaluation from requirements to vendor selection
8 major deliverables produced on schedule across 6 months
3 vendor demos with structured evaluation framework
4 reference calls conducted with detailed assessment
Side-by-side vendor comparison supporting final decision
Reusable evaluation frameworks created for future technology decisions
The Challenge
A management consulting firm working with a growing professional association had identified the need for technology modernization as part of their strategic roadmap. They needed execution partners to deliver the complex vendor selection process while maintaining their strategic client relationship and focus.
The organization required a structured vendor evaluation process but lacked internal expertise to manage the complex requirements gathering, RFP development, and vendor assessment cycle.
Core Requirements:
Comprehensive requirements analysis across 8 functional areas
Professional RFP development and vendor management
Structured evaluation process with demos, references, and deep dives
Objective vendor comparison supporting strategic decision-making
Timeline management over 6-month selection cycle
The challenge: Execute a professional technology selection process without internal project management resources or vendor evaluation expertise.
Our Approach: Structured Technology Selection
We delivered a comprehensive vendor evaluation process with consistent monthly deliverables and clear decision-making frameworks.
Phase 1: Requirements Development
Project initiation and knowledge transfer completed: 1 week
Detailed functional requirements matrix covering:
General system requirements and architecture
Certification and CPD management
Events management and registration
Reporting and analytics capabilities
Committee management workflows
Finance and accounting integration
Membership management and CRM functionality
Requirements were reviewed, validated, and prioritized with stakeholder input.
Phase 2: RFP Development and Distribution
Drafted and packaged comprehensive RFP document incorporating the requirements matrix. Document distributed to qualified vendors with structured timeline.
Clear communication protocols established for vendor management throughout the process.
Phase 3: Evaluation Framework Development
During vendor proposal development period, we created structured evaluation tools:
Detailed demo use cases aligned with organizational workflows
Structured evaluation scorecards for objective vendor comparison
Reference call frameworks for systematic vendor validation
Deep dive session agendas for comprehensive technical assessment
Phase 4: Vendor Assessment Execution
Conducted three vendor demonstrations using structured demo scripts and evaluation scorecards. Completed debrief sessions with client team following each demonstration.
Facilitated four vendor reference calls using structured interview frameworks to validate vendor claims and assess client satisfaction.
Delivered deep dive session agendas, vendor-specific use cases, and structured note capture tools for comprehensive technical evaluation.
Deep dive sessions conducted with top two vendors. Proactive communication was maintained regarding scheduling conflicts while ensuring process continuity.
Phase 5: Decision Support and Contract Preparation
Delivered comprehensive side-by-side vendor comparison incorporating:
RFP response analysis
Demo performance assessment
Reference call feedback
Deep dive technical evaluation
Cost-benefit analysis
Client selected based on structured evaluation framework.
Developed Best and Final Offer (BAFO) request incorporating client priorities and negotiation strategy.
Strategic Organizational Benefits
Process Excellence
Systematic vendor evaluation eliminated bias and ensured comprehensive assessment
Consistent monthly deliverables maintained project momentum and stakeholder engagement
Structured decision framework provided clear rationale for technology selection
Professional vendor management enhanced organizational credibility throughout process
Knowledge Transfer and Reusability
Comprehensive requirements matrix serves as blueprint for future technology decisions
Evaluation frameworks and scorecards can be adapted for other vendor selections
Demo scripts and use cases provide templates for ongoing technology assessment
Process documentation enables internal team to replicate methodology
Risk Mitigation
Thorough vendor validation through references and deep dives reduced implementation risk
Structured comparison methodology ensured objective decision-making
Contract negotiation preparation positioned client for favorable terms
Integration assessment recommendations identified potential implementation challenges
Implementation Readiness Assessment
Immediate Next Steps Identified:
BAFO response evaluation framework
Contract negotiation strategy with competitive leverage
Integration scope analysis for third-party applications
Implementation planning and project management framework
Strategic Recommendations Delivered:
Cross-walk evaluation methodology for certification and CPD functionality
Integration dependency mapping for vendor timeline validation
Ongoing vendor relationship management protocols
Technology governance framework for future decisions
Key Success Factors
Systematic Methodology Over Ad Hoc Evaluation
Rather than informal vendor meetings, we designed structured evaluation processes that enabled objective comparison and defensible decision-making.
Consistent Project Momentum
Monthly deliverables maintained forward progress while allowing for thorough evaluation at each stage of the selection process.
Reusable Framework Development
Every tool and template created for this engagement can be leveraged for future technology decisions, amplifying the long-term value of the investment.
The Wexford Difference
This engagement demonstrates our approach to complex technology selection:
We deliver systematic processes, not subjective opinions. Our structured methodology enables objective vendor evaluation and defensible decision-making.
We create reusable assets, not one-time solutions. The frameworks and templates developed for this engagement provide ongoing value for future technology decisions.
We maintain professional vendor relationships throughout the process. Our approach enhances organizational credibility while ensuring thorough evaluation of all options.
We operate under your brand, protecting your client relationships. The consulting firm maintained full ownership of the strategic initiative while we handled the complex execution work. They were able to deliver comprehensive technology selection 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 Professional Technology Selection?
Complex technology decisions require systematic evaluation processes that most organizations lack internal expertise to manage effectively. Let Wexford deliver the structured vendor selection methodology that ensures optimal technology investments.
Facing a complex technology selection decision?
Contact us to discuss how systematic vendor evaluation can optimize your technology investments.
This case study represents actual client work. Specific details have been anonymized to protect confidentiality while illustrating representative outcomes and methodologies.