Leading North American Managed IT Solutions Provider Improves Clients Data Protection with Dropzone AI
Leading North American Managed IT Solutions Provider Improves Clients Data Protection with Dropzone AI
Case Study Details
Employees: 2,600+
Annual Revenue: 1.3B
Industry Recognition: #44 CRN Solution Provider 500
Company Profile
CBTS is a North American IT solutions and cybersecurity provider with over two decades of experience supporting enterprise clients. Over the last several years, CBTS formally built its dedicated and focused Managed Security Services Provider (MSSP) division to address rising customer demand for 24/7 SOC coverage and expert-led cybersecurity operations.
As their customer base rapidly expanded, CBTS sought a secure way to scale efficiently without overloading their analysts or increasing headcount. The team of security and technical experts sought a high-impact holistic solution that could automate alert investigations, reduce ticket spikes, and support their analysts' ability to protect its list of global marquee clients.
Challenges
CBTS faced several opportunities to adopt new technologies to drive efficiencies and improved outcomes:
| Challenge | Description |
|---|---|
| Heavy Alert Volume | With hundreds of alerts incoming daily across clients, Tier 1 analysts were overwhelmed. Complicated triage created bottlenecks and increased SLA risk during high-volume spikes. |
| Manual Triage Burnout | Investigating every alert manually consumed security operations time and energy, diverting focus from threat hunting and complex cases. |
| Alert Spikes Threatened SLAs | Before Dropzone AI, alert spikes could trigger 100+ simultaneous tickets. With critical staff on shift, these spikes made it a challenge to maintain SLA performance. |
Selection & Implementation
After a successful proof of concept, the CBTS team was impressed by its vendor-agnostic architecture and seamless Microsoft Sentinel integration:
- Autonomous alert triage and investigation
- No-code deployment with <30-minute setup
- Consistent investigation quality and auditability
- Ability to reduce analyst workload without adding headcount
The onboarding process took under 30 days across multiple tenants. Integration required no custom playbooks or scripting. Dropzone AI immediately began processing alerts, providing detailed reports analysts could validate and trust.
Benefits Realized with Dropzone AI
Efficiency and Time Savings
Reduced manual workload, allowing SOC analysts to focus on higher-value tasks.
SLA Performance Improved
Dropzone AI helped to reduce the volume of alert spikes. Where CBTS once saw 100+ simultaneous alerts, they now see manageable spikes of 15–20.
Reduced Analyst Alert Distractions
Between 30–50% of all alerts are now resolved autonomously by Dropzone AI, offloading complex triage from human analysts.
Improved Customer Experience
Fewer false positives make it through to customers, improving accuracy, confidence, and overall satisfaction with CBTS' managed services.
Key Performance Indicators (KPIs) and Results:
- 30–50% Alert coverage offloaded through AI automation
- <10 Minute triage time for most alerts (down from ~26 minutes)
- Analyst job satisfaction increased through upskilling and promotion
- Customer SLA risk reduced due to alert spike smoothing
Clear ROI Reporting
Dropzone AI provides CBTS with clear performance insights and alert handling metrics. Reporting includes quantifiable time savings, offloaded workload percentages, and case-level audit trails, making ROI easy to communicate internally and externally.
Self-Guided Demo
Test drive our hands-on interactive environment. Experience our AI SOC analyst autonomously investigate security alerts in real-time, just as it would in your SOC.