“You wouldn’t go to a construction site without your tools. That’s what Console is. It has become the most valuable tool we have at this point."
Jerry Butler, Senior Desktop Support Engineer
When Console was first introduced to Bloomerang’s IT team, not everyone was convinced.
When Seth Steward, VP of IT at Bloomerang, first heard about Console, he thought the pitch was cute. “I didn’t think it was possible to automate 50% of our tickets,” he says. “But here we are.”
The Challenge
As a lean, high-performing IT team supporting a growing SaaS org, Seth wasn’t looking for just another tool, he was looking for leverage. Even with a modern tech stack (Google Workspace, Okta, Slack), the team was spending too much time clicking buttons, resetting passwords, and fielding repetitive access requests he described as “level 1 work”. Despite using Okta workflows and other tools, too many tasks still required human intervention.
“It was low-leverage work. And we were doing a lot of it.”
Seth didn’t want to throw more people at the problem. Instead, he made an early bet on Console’s AI agents, deploying it company-wide and working with Console’s team to reimagine how IT works from the ground up.
Console’s Impact
The results were immediate. CSAT scores jumped ten points from 84% to 94%. Ticket deflection quickly stabilized at 50-60%, even as overall request volume increased. Employees were now more comfortable asking for help, knowing Console could resolve it without bothering a human.
“Everyone on my team basically got a promotion once we implemented Console.”
But the most compelling impact was cultural. Console gave Seth’s team a taste of what it feels like to operate like a much larger organization without the overhead.
With fewer tickets to touch, the team had time to finally tackle high-impact projects: zero-touch macOS deployment, one-touch Windows imaging, more advanced Okta configuration, and much more.
“These weren’t things we were putting off. They were things we would never have gotten to otherwise.”
Jerry Butler, a senior desktop support engineer, joined Bloomerang to escape the red tape that bogs down most IT roles. Console expanded that freedom and amplified his impact far beyond what’s typical for a support role.
Before Console, Jerry spent his days digging through app matrices, tracking down access instructions, and fielding repetitive requests. Now it’s all handled before he ever gets involved.
Jerry has built dozens of playbooks to handle everything from access and VPN management to granting temporary access to company systems from personal devices, freeing up his team from repeatable work and giving him back hours every week.
What started as a design partnership quickly became the foundation for how work gets done across Bloomerang. Console became the default front door for support across IT, HR, and soon, Finance.
Console didn’t just reduce friction for Bloomerang’s employees. It changed what it meant to work in IT, from doing the work to managing the system that does the work for them.
