How an IT firm stopped losing leads to slow prospecting and ticket chaos
Sales reps could not monitor hundreds of online buying signals at once. Support techs were sorting tickets by hand. We mapped out two systems: one that finds hot prospects before competitors do, and one that delivers tickets with the right checklist already attached.
The problem
An IT services firm had two separate problems. On the sales side, finding new clients meant scanning Reddit, LinkedIn, and job boards every day for signals like "we just lost our IT person" or "we hate our current MSP." No sales rep can do that consistently. On the service side, the team was handling tickets manually in Jira. Every technician had to figure out the right steps from scratch. A new hire could spend months before they knew which process to follow for a given ticket type.
What we built
- Sales reps get warm leads without the manual search. AI monitors Reddit, LinkedIn, and job boards around the clock. It spots signals like "we just lost our IT person" or "we hate our current MSP" and flags them. A human can't check 100 sources a day. This system can, and it reads intent, not just keywords.
- When the AI finds a buying signal, it builds the contact record automatically. It looks up the company and decision-maker through Clay and Apollo and adds them to the outbound pipeline. Reps get a ready-to-contact lead, not a thread to research manually.
- Every outreach message references the real reason for reaching out. The AI writes each LinkedIn DM individually and mentions the specific signal that triggered the contact. A prospect sees something like "I saw your post about your MSP dropping the ball" instead of a generic pitch.
- Technicians see tickets that are already sorted and routed. When a new ticket comes in, AI reads it and sends it to the right workflow. Offboarding goes to the offboarding process. Password reset goes to the password reset flow. The technician does not start from a blank ticket.
- New technicians know exactly what to do from day one. AI reads the firm's existing SOPs and attaches the right checklist to each ticket. "Offboard Nancy" arrives and the technician sees the steps: disable Active Directory, forward email, revoke licenses. No memorization required.