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CrushBank’s IT Nation Break-Out: MSPs Can Find “Abundance of Efficiency” In ‘Unsearchable’ Data

CrushBank CTO David Tan explains how shrinking the time it takes technicians to find an answer, has a positive cascading effect across the MSPs entire service delivery organization 


Orlando, Fla. – November 9, 2021 — CrushBank, pioneers of an artificial intelligence (AI) solution purpose-built to shorten the distance to answers for managed IT service providers, today announced CTO David Tan will deliver a break-out address at the nation’s leading show for MSP owners, executives and vendors from around the globe.

On Nov. 11, at 11: 45 a.m. (EST), Tan will showcase how MSPs can use machine learning to combat trends in the current IT labor market, as well as deliver efficiencies that improve dozens of metrics across the MSPs business.

Tan’s presentation, “Unlocking Your Dark Data: Using AI to Optimize Your Investment in Manage and Improve Your Profitability,” will spotlight Resolve, an AI-based CrushBank product for ConnectWise Manage users, powered by IBM Watson. This product has eliminated the need for IT support engineers to hunt multiple, disparate systems in an oft-time lengthy hunt for solutions.

“There is an abundance of efficiency waiting for the MSP who can capture and leverage the institutional knowledge that is now scattered in multiple systems throughout their stack,” CrushBank CTO David Tan said. “When it’s unlocked, we have found this not only contributes to the MSPs operational health, but it can insulate the business against some of the labor trends that are putting pressure on solution providers.”

In addition to improving IT engineers’ productivity, AI can help organizations’ new hires on the Help Desk get up to speed faster by harnessing the intelligence contained in past trouble tickets to resolve current user issues. AI can also diminish the impact of “brain drain” when seasoned IT support engineers leave their organizations, taking their historical expertise with them.

For more information about IT Nation Connect 2021, visit

About CrushBank

Born from the frustration over inefficiencies in operating a managed IT service business, CrushBank is the first IT Help-Desk application built on Watson, the breakthrough cognitive technology developed by IBM. Founded by two veteran MSP owners with more than 25 years of experience, CrushBank uses “cognition,” the process of acquiring knowledge, to think, learn and inform decisions in the same way engineers and support teams do. CrushBank combines best-practice documentation with a firm’s proprietary content and historical ticket information to provide invaluable insight. The system ingests large volumes of unstructured data, reads and understands it, and uses machine learning to find the right answers to questions instantly. Simply put, CrushBank streamlines help-desk operations resulting in fewer escalations to Level 2 and above. Help-desk engineers see an increase in productivity and their end-users experience increased satisfaction with more intimate first-call resolutions. For more information, visit

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