600 Person-Hours Per call center Agent Saved Annually
What Happens When the Work Finally Happens Inside the System
Most IT teams are productive. But many IT teams lack complete visibility into their own work because critical interactions happen outside the service management platform, phone calls that go unrecorded, emails that leave no audit trail, and tickets that remain open long after an issue has been resolved.
This is the story of what changed when one IT team brought those interactions into Wavity and what became possible when workflows, communications, and data were finally managed in one place.
Does this sound familiar?
Check the boxes that describe your team today.
Read this list before you read the story. If three or more of these describe your current environment, this case study may sound familiar.
- Tickets are resolved through phone calls or emails outside your ticketing system, with no record of what was said or done.
- Agents communicate with end users through Outlook or Teams rather than through the platform, leaving no complete audit trail.
- Your dashboard shows what was recorded, not necessarily what actually happened.
- Leadership asks for performance data, and someone spends hours pulling information from multiple sources.
- Knowledge base articles exist, but there is little visibility into whether anyone is using them.
- Tickets remain “in progress” long after the issue has been resolved.
- Your team has built workarounds around the platform instead of workflows within it.
- You can describe the problem clearly but cannot produce a report that demonstrates it.
If you checked three or more, your team may be facing many of the same challenges John Kavak’s team encountered. Here’s what changed when they moved their work into Wavity.
600 Person-Hours per Agent
Saved annually through a single ITSM workflow
2,500 End Users
Unified on one platform where interactions can be recorded and tracked
“We had a process that required a significant amount of manual effort. By moving it into the Wavity ITSM platform, we estimate that a single agent will save approximately 600 hours annually.”
John Kavak, Director of IT
THE BEFORE
What the Work Looked Like When It Happened Outside the System
John Kavak’s IT team supports approximately 2,500 end users. Before Wavity, the team relied on a platform that had increasingly become a constraint. The user interface was difficult to modify, automation capabilities were limited, and many interactions with end users took place outside the system.
The result was a visibility problem.
When agents communicate outside the platform, the system can report only what was recorded, not everything that actually happened. Tickets remained “in progress” after issues had been resolved. The team had limited visibility into whether knowledge base articles were helping users. And when leadership requested performance data, information often had to be assembled from multiple sources.
Over time, the team had adapted its processes to the platform’s limitations rather than having the platform support the team’s processes. That’s a common challenge with legacy or mismatched systems. Eventually, the dashboard becomes more useful for reconstructing what happened than for managing what is happening.
CUSTOMER SNAPSHOT
Organization: Chester County, Pennsylvania
IT Team: Supporting approximately 2,500 end users
Solution: Wavity Help & Service Desk
Time on Platform: 18 months
Documented Outcome: 600 person-hours per call center agent saved annually
“I would call the person who submitted the request, and they would tell me that someone had already contacted them and resolved the issue. But the ticket was never closed, and we had no record of that conversation.”
John Kavak, Director of IT
“We were updating our queue manually while also trying to prioritize the work and deliver results. That manual process was slowing us down.”
John Kavak, Director of IT
THE TURNING POINT
One Process Change. One Mandate. Everything Visible.
The most consequential change John’s team made was straightforward: agent-to-user communication needed to be captured through Wavity’s conversational interface.
That meant fewer disconnected Outlook threads, no undocumented phone resolutions, and fewer interactions that left no record in the service management platform.
The change gave the system something it had previously lacked: context.
Every captured interaction created a history. Resolutions had a trail. When a ticket was escalated, the next agent could review what had already been attempted without having to make another phone call or search through disconnected communications.
As with most process changes, the team initially needed time to adjust. Within two to three weeks, however, much of the resistance had faded as agents became accustomed to working within the platform.
“People can reference a knowledge base article directly in the tool and ask, ‘Did you try this?’ instead of making a phone call or writing a separate email. In many cases, that information helps resolve the problem.”
John Kavak, Director of IT
“Once we got through the initial adjustment period, the team was receptive to it. They liked not having to worry about opening and managing 20 different Excel files.”
John Kavak, Director of IT
THE OUTCOME
What Wavity Produced When the Data Was Finally in One Place
The headline metric in this story isn’t simply an improvement in resolution time or a ticket-deflection percentage. It’s a specific, measurable reduction in manual effort.
John’s team used Wavity to automate a recurring organizational process that previously required significant hands-on work.
The result:
600 Person-Hours Per Agent Saved Annually
Approximately one-third of a full-time position’s annual capacity recovered.
The significance goes beyond a single workflow. By bringing communications, workflow activity, and service data into one platform, the team created a more complete operational record.
Instead of information being distributed across tickets, email, phone conversations, spreadsheets, and other systems, Wavity gave the team a central place to manage and understand the work.
That improved visibility makes automation more effective, reporting more meaningful, and service history more useful to the people doing the work.
The result is not simply better data.
It’s more time available for the work that matters.