How Concurrent used Desk365 to streamline operations and boost agent efficiency
About Concurrent
Concurrent is a multi-custodial, hybrid registered investment adviser (RIA) created to give independent advisors all the resources they need to grow their businesses and adapt to the evolving financial needs of their clients. Headquartered in Tampa, Florida, Concurrent was established in 2017 by industry leaders. Concurrent aims to achieve better financial outcomes for their clients.
Wealth Management
Industry
65
Agents
39
Departments
Learn more about Concurrent, visit www.poweredbyconcurrent.com.
The Challenge
Concurrent works with financial advisors who need to connect with their internal teams – finance, compliance, service, technology, and other departments. The volume of emails, and cross-functional collaboration quickly got out of hand with everything being dependent on overflowing inboxes. As the business scaled, tracking got even more complex. Conversations were lost, response times slipped, and visibility into team workloads was limited. The team recognized the need for a true ticketing system to streamline communication, maintain accountability, and ensure a high level of service to their network of advisors and customers.
The Solution
Concurrent evaluated several ticketing platforms, including Zendesk, but ultimately chose Desk365 for its simplicity, cost-effective pricing model, and seamless integration with Microsoft 365—a platform already central to their workflow.
"We turned it on day one and it just worked. It was intuitive, easy to use, and we could grow with it.”
Jeremy Massullo, Director, Operations
With the help of Desk365’s support team, Concurrent quickly onboarded over 65 agents across 39 departments. Customization options allowed them to tailor ticket forms, set up automated routing, and configure internal SLAs to match each department’s workflow. Teams began using private notes for cross-department collaboration, and canned responses for improved efficiency. Desk365’s reporting tools became central to how Concurrent tracked performance, monitored SLAs, and made strategic decisions like hiring and workload distribution.
"Desk365 has helped us stay organized, efficient, and accountable.”
By analyzing metrics such as tickets per agent, response times, and team capacity, Concurrent was able to identify when specific departments were overburdened or underutilized. This data-driven visibility allowed them to scale teams thoughtfully—either redistributing workload or hiring new team members at the right time. For the first time, managers had clear benchmarks for agent performance and departmental capacity, leading to more confident and informed staffing decision.
The Desk365 difference
1. Microsoft Teams Integration
What stood out for Concurrent with Desk365 was our clean Microsoft Teams integration, affordability, and ease of use. The platform was intuitive enough to go live on day one, yet powerful enough to support deep customization. Jeremy and his team appreciated that the product focused on what mattered, without unnecessary complexity.
"Desk365 integrated very cleanly with Microsoft, which was important to us. It was simple, affordable, and did exactly what we needed."
2. Intuitive features
SLA alerts, automation, and departmental routing helps Concurrent stay accountable and responsive.
"Desk365 listens. The platform evolves based on real user feedback, and that makes a huge difference."
3. Reporting
The ability to extract custom reports allows management to track team performance, optimize capacity, and improve service quality across the board.
"The reporting has been a huge win for us. It’s helped us understand workloads, set KPIs, and make smart staffing decisions."
Looking for a ticketing tool that keeps departments aligned, agents supported, and service delivery on track?
Desk365 is proud to be Concurrent’s internal ticketing and support operations tool.
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