A mid-market SaaS company cut Tier-1 IT ticket resolution from 4 hours to 12 minutes with InfraHive

This mid-market B2B SaaS company with 35 employees was scaling fast, onboarding 5-10 new hires quarterly across engineering, product, and GTM teams. Their 5-person IT helpdesk team was overwhelmed by a flood of repetitive Tier-1 requests—password resets, SaaS access provisioning, VPN configuration, and MFA troubleshooting—that consumed 70% of their bandwidth and left complex infrastructure issues perpetually backlogged.

Previously, every IT request funneled through a shared Jira queue with no intelligent routing. Average Tier-1 resolution sat at 4 hours, with employee onboarding access provisioning taking up to 2 full business days. The IT team manually executed the same 15–20 runbook procedures repeatedly, and context-switching between trivial resets and critical infrastructure work was destroying productivity. Employee satisfaction surveys consistently flagged IT response times as a top frustration.

InfraHive deployed AI workflow agents directly on the company's infrastructure—behind their firewall with zero external data exposure—that autonomously triage incoming tickets, execute standard runbook procedures (password resets, access provisioning, VPN setup, MFA enrollment), validate completion, and escalate edge cases to the right specialist with full context attached. The system integrates with their existing Okta, Jira, and Slack stack.

With InfraHive, this SaaS company was able to:

• Resolve 70% of Tier-1 IT tickets fully autonomously without human intervention
• Cut average Tier-1 resolution time from 4 hours to 12 minutes
• Reduce new hire access provisioning from 2 business days to under 30 minutes
• Free up 4 out of 6 IT staff to focus on infrastructure, security, and strategic projects
• Deploy entirely on-prem behind their corporate firewall with zero data leaving their environment