[ Compare ]
Hiring another service person, or Shlix IBS
When the service desk falls behind, the first instinct is to hire. Sometimes that is right. This page compares adding a person with automating the routine work, so you can decide on your own numbers.
Side by side.
| Topic | Hire a service person | Shlix IBS |
|---|---|---|
| Cost | Salary, benefits, payroll taxes, equipment and licensing, in your market. Use your own figure; we do not quote salaries. | Software-only plans start at $299 per month, plans that combine the software with our back-office team start at $1,449 per month, and our team on its own starts at $1,099 per month for up to 20 hours a week. Final pricing depends on your volume, workflows, integrations and level of support. |
| Time to start | Recruiting, then weeks of training before full speed. | A setup call, then a quiet period on your real requests with customer email off. |
| Scales with volume | In steps of one person. | A plan sized to your volume; no new hire as it grows. |
| Hours covered | Their working hours, less leave and sickness. | Reads and sorts whenever email arrives; your team approves in working hours. |
| Judgment and relationships | Yes. A person can advise, call and build relationships. | No. It reads, routes and drafts; your licensed staff decide and talk to customers. |
| Carrier portals and phone work | Yes. | Your team still works the portals; the task stays on a clock while you do. |
| Record of the work | Whatever they log. | Every step recorded automatically, with who approved. |
Generic comparison, reviewed 2026-10-08. We make no claims about any named provider.
Questions.
Can we do both?+
Yes. Many agencies automate the routine requests and hire, or reassign, for the work that needs a person.
Does automation replace staff?+
It replaces tasks, not judgment. Agencies usually use it to handle growth without adding headcount.
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