Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
Created time
Oct 4, 2023 08:03 AM
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Oct 1, 2023
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cell-tech-usa-expand-their-workforce-and-reduce-onboarding-times
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Case study
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Cell Tech USA uses My AskAI to let technicians query their documentation and keep up to date with solutions to get repairs completed quicker
- Cell Tech helps keep students online and learning by providing IT repair services to over 300,000 devices across schools in the US
- They have scaled rapidly through COVID (and beyond) and as a result, have found it tough to find technicians and keep their training up to date, so they are working hard to de-skill the repairs using AI, so they can repair faster and more economically
- By creating an AskAI using their diagnostics, solutions, and warranty information they are well on their way to reducing their new technician onboarding time from 90 days → 3 days
- They are now looking to see if My AskAI can be used to act as a 1st line of support for their customers, to perform a quicker and more consistent triage process
What does Cell Tech do?
Cell Tech works with public schools in the USA to ensure that children in their schools are never without a laptop by providing vital support and repair services to over 300,000 devices across several school districts.
Since the COVID pandemic, their business has expanded significantly in a short space of time and they are now the biggest Lenovo partner in the US.
Whenever a child drops or breaks their laptop, Cell Tech picks it up, takes it to their facilities, and does their best to ensure that the child is not without their laptop for more than a few days.
More laptops, more problems
Fixing laptops is rarely a simple process and initially, Cell Tech relied on highly experienced IT specialists to fix the laptops. However, as their business expanded, it was no longer possible to either find sufficient numbers of these specialists or make their economics work at this scale.
So they started off by systemizing and developing better processes for their technicians, documenting more issues and solutions.
Traditionally onboarding a new technician would take up to 90 days to get them up to full speed, however through improved processes, Cell Tech has managed to get this down to 2-3 weeks, but they believe with the help of AI, this could come down further.
They’ve set their target at 3-5 days from joining to being effective and want to lower the bar from only top technicians to almost anyone being able to repair devices.
And so they looked to My AskAI.
Less reading, more answers
Given their rich documentation of diagnostics and solutions, Cell Tech was able to upload a CSV file to their AskAI of hundreds and thousands of different issues that their technicians could reference in seconds.
They also uploaded their warranty information, so their warranty team could make decisions on what was and wasn’t covered in a few seconds with a simple question, rather than having to read each page.
“Getting from 0 to 1 was very easy, it just works right out the box, I uploaded some SOPs and was able to test it out right away, feedback from our team so far is 100% positive”
One of the great advantages of AskAI is that, unlike many tools, you don’t need to know exactly what you are looking for. Using AskAI’s semantic search power, you can describe an issue in your terms and it will still find results, even if you don’t know the exact language to describe your issue.
What’s next
Luke thinks he and his team are well on their way to getting onboarding times down to their target using My AskAI, but he wants to get more of his business using it, doing warranty assessments automatically by firing multiple queries at once and even being a first point of contact to extract incident reports from customers so they can respond quicker.
We’re looking forward to seeing how Luke gets on, and proud to be helping him keep the students learning!
