SeatGeek's IT team used to handle roughly 7,000 tickets a year

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SeatGeek's IT team used to handle roughly 7,000 tickets a year by Serval's count, each one typed in by hand, field by field. Once about half were automated, the engineers working that queue moved into the business as internal forward-deployed engineers. Half of 7,000 works out to about 3,500 tickets a year that no longer get typed in by hand, or somewhere around 13 or 14 every working day. Forward-deployed engineer is the Palantir-style role AI companies keep hiring for, someone who sits with…

jakeserval@jakeserval11h ago

I was on @CNBC Squawk Box with one of our customers, @JackGretz, the CEO of @SeatGeek to talk about how they used Serval to eliminate the ticket backlog and redeploy their engineers as embedded business partners. ⚡ 50% of IT requests automated in first 60 days ⚡ 132 automations built in 8 weeks ⚡ Zero layoffs. Hiring this year already ahead of all of last year ⚡ IT time redeployed to solve harder problems When you automate the low-hanging tasks, the support requests and the password resets, you can take the most technical people in your organization and deploy them into work that's more productive than what they were doing before. Full clip below. 👇 @getserval