Allierad doubles technician productivity after moving to Autotask

Case study highlights

• Doubled technician productivity in under 60 days after replacing HaloPSA with Autotask (5–10 tickets/day to 15–20 tickets/day)
• Operational visibility improved through intuitive dashboards and SLA tracking
• Revenue capture strengthened through repeatable contract structures
• No customer churn reported since switching
• Tight integration between Autotask PSA and Datto RMM streamlined ticket resolution

A referral-driven MSP built on service excellence

Founded in 2010, Houston-based Allierad has grown steadily for 15 years — almost entirely through customer referrals. Rather than building a traditional sales engine, the company focused on delivering consistent, high-quality service. That approach has fueled long-term growth and a strong reputation, particularly within dental and health care environments, where responsiveness and reliability are critical.

For a team of eight supporting 1,600 endpoints, efficiency must be built into everything they do. When internal systems introduce friction, it shows up quickly in technician output and customer experience.

When a new PSA didn’t translate to modern workflows

In search of a more modern platform, Allierad moved to HaloPSA. On paper, it offered flexibility and innovation. But once the team began using it daily, cracks started to appear.

The biggest issue wasn’t a missing feature — it was how the system felt in the rhythm of real service desk work. Visibility was limited. Dashboards didn’t provide clear, real-time insight into priorities or workload. Ticket navigation required more effort than expected.

After transitioning away from Halo, Richard Rubin, Founder of Allierad, realized just how much strain the platform had created internally: “Once we switched from Halo, everyone was like, ‘thank goodness.’”

Halo’s workflow structure also introduced rigidity that didn’t align with how Allierad supports its largely small-to-mid-sized client base. ITIL-oriented naming conventions and processes added unnecessary complexity rather than clarity.

Operational challenges extended well beyond ticket flow. During high-volume support periods, technicians had limited flexibility when documenting time, and integrations didn’t always perform as expected. Contract setup added another layer of complexity — agreements were labor-intensive to build and couldn’t be easily reused, making it difficult to standardize service plans across customers.

Over time, the system that was meant to modernize operations began slowing them down instead.

Moving to Autotask — with integration done right

Allierad already had a strong Kaseya footprint and had recently standardized on Datto RMM. Moving to Autotask created tighter alignment between the tools technicians rely on every day.

This time, the implementation experience made a significant difference. With proper consulting and structured onboarding, the transition felt deliberate and controlled rather than disruptive.

Reflecting on the migration, Richard emphasized the value of that support: “The consulting that Kaseya brings really is powerful… if you let them help you get everything integrated, then I think it’s the best way to go.”

Instead of simply replacing one PSA with another, Allierad rebuilt its operational backbone with integration at the center.

Productivity gains that showed up almost immediately

The most measurable change appeared quickly — and in a way that surprised even leadership.

Under the previous PSA, top technicians were closing 5 – 10 tickets per day.

With Autotask, that number increased to 15 – 20 tickets per day.

The improvement wasn’t driven by longer hours or additional staff. It came from clarity — dashboards that showed exactly what required attention, workflows that matched how technicians think and fewer clicks to get where they needed to go.

Adoption was nearly immediate. “Autotask was so intuitive… they hit the ground running.”

Technicians gained real-time visibility into what was due, what was approaching SLA thresholds and what needed prioritization. Combined with seamless Datto RMM integration — allowing them to remote directly into endpoints from within tickets — execution became faster and more fluid.

In Richard’s words, the overall migration experience exceeded expectations. “I don’t think it could have gone much smoother.”

Structuring contracts to capture revenue more accurately

Operational efficiency was only part of the equation. Financial alignment followed.

Under Halo, contract configuration was too complex to scale. Agreements couldn’t easily be copied or reused, making it unrealistic to standardize service plans across customers. As a result, some revenue became bundled together without the precision Allierad wanted.

Autotask changed that dynamic.

Contracts can now be built once and reused across clients, creating consistency and making service alignment far more manageable. That repeatability allows Allierad to ensure customers receive the right support under the right agreements — and that revenue reflects that structure.

Richard summarized the impact succinctly: “Now we’re capturing the revenue for that.”

While the team is still early in exploring contract profitability reporting, the foundation is now in place — something that wasn’t feasible before.

Strong retention and a new focus on measurable satisfaction

Since implementing Autotask, Allierad has experienced no customer churn. The company noted that churn in its market is typically driven by mergers and acquisitions rather than dissatisfaction.

With operational friction reduced and revenue better structured, the team’s next priority is formalizing customer satisfaction metrics. While service quality has always been a core strength, they now want measurable visibility into it.

The upcoming rollout of the customer portal will further enhance transparency and client interaction, reinforcing the referral-driven growth strategy that built the company in the first place.

Looking back on the decision to return to Autotask, Richard was direct about the outcome: