400% profit growth? Here’s how Our IT Services did it. 

• 400% profit growth year-over-year for three consecutive years 

• 50% reduction in operating costs 

• 30% reduction in ticket volume through AI and automation initiatives 

• Improved technician efficiency through standardization and proactive service delivery 

• Built a leading veterinary-focused MSP serving clients across multiple continents 

Finding his own way 

Jack Peploe has never been one to follow a conventional path. At just 16 years old, he founded what would eventually become Our IT Services. While most teenagers were focused on school, Jack was building a business around his passion for technology and problem solving. 

“I was never really one for school degrees or traditional paths,” he says. “I loved technology and figuring out how the bits go together.” 

For nearly two decades, the business grew steadily. Like many MSPs, however, growth came with challenges. The company supported clients across multiple industries, from manufacturing and healthcare to legal firms and small businesses. Every customer had different systems, different processes and different expectations. 

As the business expanded, complexity expanded with it. 

“We were working across every sector,” Jack recalls. “Every ticket was a different industry, a different problem, which meant we were starting from square one every time.” 

The traditional MSP response was simple: hire more technicians. But adding people didn’t solve the underlying problem. Head of Operations James Pinnock remembers growing the service desk from five technicians to nine, expecting service quality to improve. 

“In reality, it didn’t happen that way,” he says. “We had more people doing less work. The service didn’t improve, and the numbers didn’t go down.” 

The company had become reactive. Ticket volumes continued to increase, operational complexity grew and margins remained under pressure. 

“Here I am trying to run a business, but I feel like I’m being run into the ground,” says Jack. 

Something had to change. 

Choosing a specialty 

The turning point came during the COVID-19 pandemic. Rather than continuing to serve every type of customer, Our IT Services made the bold decision to focus exclusively on the veterinary industry. 

It wasn’t a decision everyone agreed with. “Loads of people said to me, ‘You’re nuts, you’re crazy,’” Jack recalls. But the leadership team saw an opportunity to build something different. 

Veterinary practices had unique operational challenges and workflows. By specializing, the company could develop a deeper understanding of customer needs, standardize service delivery and become far more strategic in how it supported clients. 

“When you really understand someone’s business, you can make a transformational difference,” says Jack. “I realized I couldn’t do that by fixing everybody’s computers. I had to understand the client.” 

The move fundamentally changed the business. 

Today, Our IT Services supports veterinary organizations across multiple continents and has become one of the largest specialist providers in its market, growing largely through referrals and word-of-mouth recommendations. 

Building a standardized business 

As the company refined its customer focus, it also simplified its technology strategy. 

For years, engineers worked across multiple disconnected tools from different vendors. Documentation lived in one system, monitoring in another and operational workflows in yet another. The result was complexity, inefficiency and unnecessary stress for the team. 

“The Kaseya community helped me realize the importance of standardization,” says Jack. “Why am I trying to complicate things with all these different tools that don’t talk to each other?” 

The company standardized around the Kaseya platform, including Autotask, IT Glue, Datto RMM and Kaseya’s security solutions. 

“The benefit of the Kaseya stack is it’s all connected. Everything works together seamlessly.” – Jack Peploe, CEO, Our IT Services 

The impact extended beyond technology. The leadership team began standardizing customer onboarding, service delivery, documentation, security processes and operational workflows. What started as tool consolidation quickly became a business transformation. 

Moving from reactive to proactive 

One of the biggest changes was restructuring how services were delivered. Rather than relying on a large reactive support desk, Our IT Services built a model centered on proactive roles, including Technology Alignment Managers, vCIOs, centralized services specialists and dedicated project teams. 

“The goal is not to have tickets,” says James. “If we can reduce the issues before they happen, then you don’t need all those extra people. You just need happy clients.” 

Clear ownership and accountability became critical. Each department received defined responsibilities, performance metrics, and dashboards built inside Autotask to help teams focus on the work that mattered most. 

“The beauty of Autotask is that you can build anything for anyone,” says James. “We can tailor dashboards around the responsibilities of each role and make sure people focus on the right things.” 

This visibility allowed leadership to identify bottlenecks, improve accountability and create a culture built around continuous improvement. 

Using automation to eliminate the mundane 

Automation has become a cornerstone of the company’s growth strategy. Using Datto RMM, Autotask and AI-driven workflows, Our IT Services has automated everything from patch management and onboarding to ticket routing, monitoring and remediation. 

“We want to automate and utilize AI in every way we can — but for a purposeful reason,” says Jack. “It’s automating the mundane.” 

The results have been significant. According to James, AI-driven workflows have already reduced ticket noise by approximately 30%, allowing engineers to focus on more valuable work while improving the customer experience. 

Support Team Lead Alan Geller has seen the impact firsthand. At previous MSPs, engineers often handled 15 to 20 tickets per day. At Our IT Services, automation and standardization have helped reduce that workload while allowing for more thorough investigation and better customer service. 

“The morale is good,” says Alan. “People enjoy working here. We can spend more time on the tickets that actually matter.” 

Cybersecurity and cyber resilience built-in 

For veterinary practices, technology downtime can have real-world consequences. Prescription labels, patient records, communications systems and operational software all play critical roles in patient care. That’s why cybersecurity and cyber resilience have become foundational components of the company’s service offering. 

“We have the ability to destroy someone’s livelihood if we get it wrong,” says Jack. “It’s a serious responsibility.” 

Using Kaseya’s security suite, the company delivers endpoint protection, EDR, Microsoft 365 protection, backup and recovery, monitoring and automated patch management. Strong documentation through IT Glue also helps ensure faster recovery and more consistent service delivery. 

“Without IT Glue, we don’t have the knowledge of customer sites,” says Alan. “The information is there and we can just start working.” 

The result is a more secure, more resilient environment for both the MSP and its customers. 

The results 

Today, Our IT Services looks very different from the business Jack founded as a teenager. 

By combining specialization, standardization, automation, cybersecurity, and the Kaseya platform, the company has transformed both its operations and financial performance. Over the past three years, Our IT Services has seen a 400% profit growth year-over-year while reducing their operation costs by 50%. 

They’ve also increased efficiency across their teams thanks to a 30% reduction in ticket volume. AI and automations are helping them focus on work that matters, rather than firefighting. 

Years ago, Jack describes himself as being trapped inside the operation. Today, he spends his time focused on strategy, growth, innovation and the future. 

“The moment you find the right people — people who’ve already flown where you want to go — everything opens up,” he says. 

For Our IT Services, that combination of people, process and the Kaseya platform has created something every MSP strives for: a more profitable, scalable and resilient business. 

Ready to grow your business with Kaseya? Book a demo today.