CASE STUDY
InnoTek Maximizes Revenue With myITprocess
InnoTek is an IT service and consulting firm based in Pennsylvania. Before myITprocess, InnoTek did not have a structured library of standards or a streamlined process for assessing their clients’ IT environments, security posture and network infrastructure. Excel spreadsheets and Word documents did not provide them with the desired business growth.
InnoTek required a solution that would allow them to easily assess all their clients’ environments against industry standards, ensuring they were secure and set up for success while increasing revenue.
“Not only are the questions grouped really well together to help improve our clients’ cybersecurity posture, but it also enables us to talk on a stakeholder level to get their buy-in. It helped us translate our core service into our superpower.”
– Michael Britton, CIO, InnoTek
Challenge
Before myITprocess, InnoTek did not have a structured library of standards or a streamlined process for assessing their clients’ IT environments, security posture and network infrastructure. Using just Excel spreadsheets and Word documents proved to be an unreliable and costly method. In the end, InnoTek realized that this also impacted their business growth as they struggled to show the need for introducing new services or projects to clients.
When InnoTek’s CIO, Michael Britton, first came into the role, he was immediately responsible for contract renewals for over 50 clients. Given the lack of a structured process for identifying what each client needs in their IT services and infrastructure, there was a huge risk of missed opportunities for both InnoTek and their clients.
This was when InnoTek knew they had to adopt a solution that would allow them to easily assess all their clients’ environments against industry standards, ensuring they were secure and set up for success while increasing revenue.
Solution
The built-in standards library in myITprocess offered InnoTek the chance to start leveraging the solution from the get-go. myITprocess came pre-built with everything they needed, from security best practices to business-based questions.
“Not only are the questions grouped really well together to help improve our clients’ cybersecurity posture, but it also enables us to talk on a stakeholder level to get their buy-in. It helped us translate our core service into our superpower,” noted Michael.
To move away from reactive tickets that created more work for their teams, InnoTek relied on the precise structure that myITprocess provides to showcase preventable issues. The interactive roadmap not only clearly outlines the timelines and budgets needed for a proactive approach, but it allows them to easily make any adjustments they see fit on an ongoing basis.
In myITprocess, technology alignment assessments are strategically designed to help MSPs like InnoTek present upcoming projects to their clients and get their buy-in. As a result, InnoTek became more proactive and now has approximately 17% of their tickets focused on proactive tasks that their technicians are working on to avoid technology risks from becoming a reality.
Not only does InnoTek streamline their operations by cutting down on reactive tickets, but they were also able to maximize their service desk efficiency with Autotask and Datto RMM. InnoTek has been using Autotask for over 20 years, and it integrates with 90% of InnoTek’s tool stack. Autotask not only helps InnoTek track various service-level metrics, but it also helps them be more proactive in the services they offer.
The company finds that the proactive tickets raised through Autotask are much easier to manage. For instance, if there is a new security threat, there will be a new ticket with details about the issue and sub-issue, along with the related SLA. In the case of client-initiated tickets, they are managed through calls and emails based on their priority.
InnoTek was also able to leverage the power of the automated workflows inside Autotask. They have over 50 automation rules configured to remove the manual, time-consuming and mundane tasks needed to move tickets quickly and efficiently through the process.
Results
myITprocess made client relationships profitable for InnoTek from the get-go by allowing them to show the true value of their services to their clients. With myITprocess, they can seamlessly prepare for, and hold, QBR meetings with presentations that are easy to consume, making project approvals a guarantee.
myITprocess also provided incredible ROI for InnoTek and their clients. Curtis Jones, VP of operations at InnoTek, said, “In Q3 2022, we set a goal of increasing our MRR by 20% for half of our customers, and not only did we surpass the goal 2 months in, we were able to repeat it in Q4. myITprocess really launched us forward and became our superpower.”
myITprocess helped InnoTek increase revenue by maximizing all contract renewals and their overall value for existing and new clients. Curtis Jones added, “Five years ago, we were afraid to call customers and tell them we needed to increase our cost of services. With myITprocess, that is no longer the case.”
Company overview
InnoTek is an IT service and consulting firm based in Pennsylvania that provides high-quality technology services to small and medium-sized business organizations. With over 25 years of experience in this field, InnoTek is an industry leader committed to excellence. The company focuses on service delivery in five key areas: full-service desk, professional services, centralized services, vCIO and technology alignment review.
