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.

CASE STUDY

MicroAge Uses myITprocess to Demonstrate Service Value & Increase Customer Accountability

“The more the merrier” may not hold good for your MSP business if you have many clients but no structured way to manage them. Find out how MicroAge uses myITprocess to initiate and manage projects with clients in a way that’s efficient and goal-oriented.

“myITprocess provides a structured way to discuss recommendations and initiatives with clients.”

The Struggle to Keep Clients Honest Was Real

We know how frustrating it is when a client makes grand plans but fails to follow through on them. It results in time wastage — you don’t get the right value or return for your time — and makes it difficult to grow your partnership with them. This was MicroAge’s story before myITprocess. They had many clients, but no organized way to conduct quarterly meetings, discuss progress and plan ahead of time by getting their clients’ word and buy-ins in advance.

myITprocess Helps Establish Order in Client Relationships

MicroAge’s Director of Customer Success and vCIO, Sergio Lima, tells us that they and their clients love myITprocess because it’s a platform everyone can interact with.

“myITprocess helped us develop a standardized list of 75 alignment questions that can easily be shared with each and every client.”

These questions cover the entire gamut of IT operations — from devices to environments, solutions and strategies (cloud, backup, etc.) and more. They help MicroAge and their clients stay ahead of their challenges and plan for the future.

“We present our recommendations in the presentation mode of myITprocess. This helps us have an active discussion on the IT risks and the projects we’re planning. Our clients can either accept or reject projects or put them on hold on the spot. It’s a great way to increase client accountability.”

myITprocess also helps MicroAge share alignment and budget reports with their clients to showcase the value of their services and keep their clients engaged, focused and accountable.

myITprocess Increases Operational Efficiencies & Creates Opportunities for Growth

Since implementing myITprocess, MicroAge has achieved remarkable results. They have been able to conduct about 8 to 10 vCIO meetings every month, creating a monthly opportunity of about $60,000 and overall opportunity of $800,000 in the sales funnel.

An MSP Recognized as a Leader in IT Solutions and Support

MicroAge is a one-stop shop for all IT needs. They have been consistently ranking as one of the top IT solutions companies in Canada and across the globe.