SmartChoice Launches SmartTile 2.0, Cutting Ticket Resolution Times by 48% in Early Use

FOR IMMEDIATE RELEASE
October 14, 2026

An autonomous network platform, built on APIs and automation, that detects, dials, documents, resolves and closes the loop, so enterprise technology teams can focus on their business

St. Petersburg, Fla. — SmartChoice today announced the launch of SmartTile 2.0, an automation platform designed to address one of the most time-consuming challenges facing IT teams: the operational work that begins after an outage or network issue is detected.

Many network monitoring tools detect an issue, generate an alert and stop. For IT teams and managed service providers (MSPs), however, the work often begins next. Resolving an outage can require employees to gather information across multiple systems, create service tickets, contact carriers, track updates, escalate unresolved incidents and document restoration.

SmartTile 2.0 is built for the next stage. The platform automates and coordinates much of the workflow from detection through resolution, connecting operational data with IT service management platforms, carriers, network infrastructure and physical security systems while maintaining human oversight.

“IT teams don’t need another platform that simply tells them something is wrong. They need technology that helps them do something about it,” said Jarrett Wolfe, managing partner and CEO of SmartChoice. “We built SmartTile around the operational work our customers deal with every day, automating many of the steps between an alert and a resolution while keeping people at the center of the process.”

Early SmartChoice operational results demonstrate the platform’s potential impact. Over a 60-day period covering six production environments and 22,346 tickets, SmartTile 2.0 results include:

• 48% faster resolution, with average resolution time reduced to 17.4 hours from 33.3 hours;
• 3.5 times as many tickets closed, with 21,476 tickets closed compared with 6,062 in the prior 60-day period;
• 130.8 employee hours returned by absorbing carrier hold and talk time; and
• 1,214 carrier tickets opened through carrier APIs and SmartChoice’s AI voice agent.

*Results are early figures reported by SmartChoice. Outcomes vary by environment and workflow and are not a guarantee of future performance.

“Most monitoring platforms tell us when something is wrong. SmartTile 2.0 helps us act on it. It gives our team visibility across locations, reduces the manual work of managing incidents and helps move issues toward resolution. In a healthcare environment, where reliable technology is essential, that means our IT professionals can spend less time chasing updates and more time supporting the systems our clinicians and facilities depend on,” said Christopher Diguette, Chief Information Officer and Chief Information Security Officer, Ernest Health.

SmartTile 2.0 provides organizations with a unified view of devices, locations and circuits across their technology environments. The platform uses 30-second polling across APIs, ICMP and SNMP to rapidly identify potential outages and connects network and device information with the systems IT teams already use to manage incidents.

When an outage or other event is detected, SmartTile 2.0 can validate the issue, add site and device context, create an IT service management ticket and initiate a carrier case through a carrier API or Joey, SmartChoice’s AI voice agent. The platform can then coordinate follow-up, escalation and communications while documenting restoration details and service-level agreement evidence.

If an automated workflow cannot complete the process, the issue can be escalated to SmartChoice’s 24/7 network operations center for human intervention.

“Every carrier call our engineers don’t spend on hold is time back for real troubleshooting. Joey opens and chases routine carrier cases, SmartTile 2.0 confirms recovery through its own monitoring, and our engineers step in on the exceptions,” said Basil Stepanov, CTO of SmartChoice. “By automating repetitive and time-consuming Level 1 tasks, SmartTile 2.0 allows IT teams to focus their time and expertise where they can deliver greater value while the platform continues driving action toward resolution.”

Rather than requiring organizations to replace their existing technology investments, SmartTile 2.0 operates as an automation layer above the technology stack. It can integrate with IT service management platforms including ServiceNow, ConnectWise, Kaseya, NinjaOne and Zendesk, carrier systems, network and device technologies and IP-based physical security solutions.

SmartTile was developed in response to SmartChoice customer needs across complex, distributed environments. It evolved into SmartTile 2.0 with the enhanced ability to easily scale to match customer demands. With its new multi-tenant architecture, companies can now grow seamlessly as their needs change.

SmartChoice customers include organizations across healthcare, luxury retail, financial services, private equity, legal services, real estate, construction and the nonprofit sector.

To learn more about SmartTile 2.0, please visit www.smartchoiceus.com/solutions/smarttile/.

About SmartChoice

With nearly three decades of proven customer success, SmartChoice is a strategic managed connectivity provider that helps businesses transform their IT environments from complex, disparate systems to a holistic environment providing real competitive advantage. The company serves as a single point of contact for telecom, internet connectivity, network infrastructure, integrated software platforms and physical security solutions. Its SmartTile 2.0 platform gives IT leaders a unified view of their technology environments and helps automate the operational work that follows an alert. Learn more at www.smartchoiceus.com.

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