How Fuse Technology built a seamless 24/7 MSP across 4 countries

It started with a pattern Chuong Mai-Viet couldn’t ignore: tickets landing at 2 a.m. Sydney time, a client “just working from Europe for a few months,” another spending the quarter in Canada — yet everyone still expecting the same fast response they’d always had at home.

“After Covid, small and medium-sized businesses became global businesses,” said Chuong, Managing Director of Fuse Technology. “People realized they could work anywhere in the world and still do their job effectively.”

For Fuse, an MSP focused on financial and professional services, this was both exciting and dangerous. Their clients weren’t just logging in from different postcodes anymore. They were spread across time zones and running critical work around the clock.

Tickets kept arriving while the Australian team slept, stretching engineers thin and raising a hard question: how do you keep service personal and consistent when your clients never really log off?

When Chuong founded Fuse, he imagined a proudly Australian business. That vision didn’t survive long once clients went global. “To support them properly, we had to follow them,” he said.

Fuse opened operations in the U.K., Canada and Vietnam, building a follow-the-sun model that could genuinely support customers 24/7. But with that growth came new complexity: different cultures and expectations, fragmented tools, limited visibility and growing cash-flow pressure from managing multiple geographies and currencies. As Services Manager Stuart David put it, “We really lacked visibility across our service — team performance, workload, all of it. It’s difficult to manage a global operation without the right products.”

Chuong knew Fuse didn’t just need more people — they needed a better platform. Instead of stitching together point solutions, Fuse made a deliberate choice: build the business on a single, unified Kaseya stack.

Fuse standardized on a Kaseya toolset that now runs through every part of the business. Autotask serves as the operational backbone and single pane of glass, while Datto RMM handles remote monitoring, management and automation in the background. IT Glue underpins their documentation and passwords, and Datto Backup & SaaS Protection safeguards both on-premises and cloud data.

From that single console, the team can see tickets and priorities across Sydney, London, Vancouver and Ho Chi Minh City, route work to the right region or skill set and track time, SLAs and CSAT for the entire support operation. On the business side, tight integrations into distributors and accounting platforms have also transformed billing, turning what used to be a fragmented process into a streamlined, predictable flow.

Licensing scales with them too. “We’ve been growing at 30 to 40% year on year,” he said. “If I land a big client and need more staff, I email my account manager, licenses get turned on and away we go.

For Technical Support Engineer, Qiusi Wu, the difference shows up in the rhythm of a normal day.

The morning begins in Autotask, using dashboards to see which clients are waiting and which issues are truly urgent. From there, Datto RMM and automation take over much of the repetitive work. “If someone asks for local admin permission or a C: drive clean-up, there’s a component,” Qiusi said. “You just click once, run the job and it’s done.”

Before automation, patching meant logging into each server, running updates and waiting for systems to come back online. Now patching runs automatically in the background and engineers simply review reports and exceptions.

“Before Datto Backup, I had to wake up early on the weekend just to check backups,” Qiusi said. “Now I read the report when it comes in. If something happens, we get an alert.” When a client reported missing files from months earlier, Fuse used backup history to prove exactly when the files existed and when they disappeared. When another client accidentally deleted an entire SharePoint site, they used Microsoft’s deleted URL recovery and Datto SaaS Protection to restore the environment.

For Stuart, automation is about more than time savings. “If we can automate repetitive tasks and bulk deployments, we free agents up to work on more important, high-value work for customers,” he said. Instead of grinding through patch jobs and routine checks, engineers can focus on complex troubleshooting, projects and their own growth.

Global operations can easily drift into silos. Fuse fights that by making consistency non-negotiable.

That standardization shows up most clearly in how teams use documentation. Playbooks written in Australia are used confidently in Vietnam, the U.K. and Canada, technicians link step-by-step instructions directly into tickets instead of reinventing solutions and everyone works from the same shared source of truth.

For Chuong, that’s not just an operational preference. It’s a business strategy that keeps delivery consistent, protects margins and makes it easier to scale new regions without chaos. “When we bring on a client, we take them on a journey aligned to the Kaseya stack,” Chuong said. “We make sure every tool we use is deployed consistently. We don’t like to deviate, because as soon as you deviate, costs go up.”

Behind the technology is a very human network. As a Blue Diamond customer, Fuse has direct access to Kaseya leadership and product teams. As an active member of TruMethods peer groups, Chuong regularly shares and tests ideas with other MSPs. “We challenge each other on pricing and best practices,” Chuong said. “It’s about driving the industry forward and getting a better outcome for everyone.”

Fuse Technology’s story is still unfolding, but its direction is clear: stay consistent, automate relentlessly and choose a platform that can follow your clients — no matter which time zone they decide to work from next.