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Eric Westrom recognized almost immediately after beginning his new role as CTO of Managed Service Provider (MSP) Synoptek, Inc. that there were inefficiencies with the platforms the company used to manage their data and execute their daily tasks. The company was using a legacy remote monitoring and management (RMM) tool that they had outgrown and was separate from their other business management platforms.
“I noticed quite a few things in my first year that didn’t make sense from an operational standpoint,” he said. “There were multiple systems in place with different tools and lots of infighting about which RMM—or even which ticketing platform—to stick with.”
It had become clear that Synoptek needed to streamline the tools and platforms that it used to deliver services. Westrom and his team created a mandate that every system in the company would need to be integrated so that everyone was using a standard set of tools.
“We needed a platform that was going to let us perform multiple business functions--tracking projects, tracking financials, tracking tickets—and really become that centralized platform instead of the disparate systems that were already out there,” Westrom said.
The strategy was to make sure that employees would have full access to company data stored in one central location.
“Our advisors and people in the field servicing clients had to have the ability—with a single touch—to create a dashboard to do whatever they needed to do in order to manage those environments effectively without having to bounce between systems,” he said.
Choosing a Partner
When it came to selecting a strategic partner, Autotask emerged as the clear winner—both for the technology it offered and the back-end support it provided.
“When it came to the relationship that we would have with Autotask, I wanted to know how we would interact day to-day. Would we be just a number, or would that team readily engage with our team?” Westrom said.
Autotask has provided solid support —for both Synoptek and its customers. Throughout the implementation, Westrom said, Autotask has served as an extension of Synoptek’s team, supporting the rollout of new products as the MSP’s older products are retired.
Productivity Gains for the Long-term
In July 2017, Synoptek signed on to use Autotask Endpoint Management for RMM. The overall integration was completed in early December 2017, with more than 20,000 endpoints converted.
“The maturity level and the level of integration was spot on with what we were looking for,” said Westrom. “But what put it over the top for us was that level of integration Autotask Endpoint Management has into Autotask PSA along with the ability to create dashboards. Having all of that information right there at our fingertips—that was a big thing.”
“When it came to our deployment of Autotask Endpoint Management, the team said, `We could really use your help,’” noted Westrom. “Their professional services team worked side-by-side with us throughout the implementation. The level of assistance to help us roll it out to the customer base has also been fantastic. There is a fee for service, but the level of interaction and engagement that we have is significantly better than what previous vendors had to offer. It is a true partnership for us.”
Synoptek will reap major productivity gains from its various investments with Autotask in one year, said Westrom.
“We anticipate at least a 30% efficiency gain out of this consolidation,” he said. “We’ll have a single platform for our RMM, and our people won’t have to log in separately; they’ll be able to easily set up tickets and and have the data populate automatically as they’re working on sessions.”
“Going forward, any acquisitions will convert to our standard platform as it is now,” said Westrom. “We have chosen Autotask as our core platform, and we’re going to extend it to our partners to create an ecosystem for our operational teams for the long-term.”
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