What IT Glue customers are saying about AI: Real results with Cooper Copilot

With Cooper Copilot, IT Glue’s AI tool, MSPs and IT teams are streamlining documentation, reducing manual work and improving both efficiency and accuracy. Here’s what customers are saying about how IT Glue’s AI features are transforming their day-to-day operations.

Automating relationships with Smart Relate

Manually creating and maintaining asset relationships can be tedious and error-prone. Cooper Copilot’s Smart Relate feature takes the burden off technicians by automatically identifying, suggesting and updating relationships between assets.

Chris Swecker, Director of IT Operations at Appalachia Technologies, highlights the impact:

“With Smart Relate and intelligent suggestions, asset relationships are created seamlessly. It reduces the work for our techs and ensures the work actually gets done.”

The results speak for themselves. Appalachia Technologies automated over 95% of their documentation through AI-driven workflows, reducing resolution times by 62% and response times by 87% compared to when they first implemented IT Glue.

Streamlining workflows with Smart Create

Technicians need quick access to the right information, especially when onboarding or working in complex environments. Cooper Copilot’s Smart Create organizes critical information into flexible asset templates, providing a complete, structured view at a glance.

Chris Swecker explains how this has driven measurable ROI:

“When we adopted IT Glue, the impact was immediate. On day one, consolidated password management freed up six hours per technician every month. By the end of our first year, we were automating 72% of our documentation through Datto RMM and Autotask integrations. Two years in, AI-driven workflows have taken that to over 95%. Those efficiencies translated directly into results. Our resolution times dropped 50% in the first year, and by year two, were down 62%. Our response time dropped 61% the first year and are now down 87% compared to when we implemented IT Glue.”

With Smart Create, technicians spend less time gathering scattered data and more time delivering value to customers.

Keeping documentation audit-ready with Smart Assist

Cluttered or outdated documentation can slow down audits and create liability risks. Cooper Copilot’s Smart Assist ensures that documentation stays lean, accurate and compliant by flagging stale, duplicate or expired assets.

Frank Merino, COO of Forthright Technology Partners Inc., shares the peace of mind this brings:

“[IT Glue] has helped us remove outdated legacy data, reducing liability and giving us peace of mind with a lean, secure and up-to-date documentation environment.”

By proactively cleaning up documentation, Smart Assist keeps teams audit-ready without the stress of last-minute scrambles.

Generating SOPs on the fly with Smart SOP Generator

Standard operating procedures (SOPs) are essential, but writing and updating them manually takes engineers away from critical work. Cooper Copilot’s Smart SOP Generator solves this by creating

Tony Houlihan, CTO of TwentyFour IT Services, has seen firsthand how the Smart SOP Generator streamlines operations. Instead of pulling engineers away from their day-to-day work to write SOPs from scratch, his team relies on the feature to create documentation on the fly using live IT Glue data. This ensures processes stay accurate and up to date while freeing technicians to focus on higher-value tasks.documentation automatically using live IT Glue data.

AI that’s human-friendly and IT-ready

For many MSPs, the biggest challenge with AI has been trust and usability. Customers say Cooper Copilot stands apart:

• Jason Etheridge, President, Logic Speak:

  “My favorite thing about IT Glue is the ‘Glue’ — it really holds our team and service delivery together. Now, with AI, the heavy lifting is done for us. It’s the ONLY documentation platform we trust.”

• Kim Drumm, Director of Business Process Management, Vitis Technologies:

“This is the first time I am seeing AI-generated content that I would actually use. What I have seen from other tools doesn’t sound like a human.”

These testimonials underline the fact that Cooper Copilot isn’t AI for AI’s sake; it’s AI that solves real problems.

Turning AI into real outcomes

Cooper Copilot is driving measurable business results for IT Glue customers worldwide. IT Glue helps teams by automating asset relationships, organizing workflows, generating SOPs and cleaning up outdated data. This means less manual work, more accurate documentation and more time for technicians to focus on supporting the business.

Book a demo with an IT Glue expert today and discover how IT Glue’s AI features can transform your documentation and boost your business’ potential.