When disaster hits: How Teamwork Technology keeps clinics online

From Castle Hill to 700+ practices: A preparedness mindset

Teamwork Technology is an MSP based in Castle Hill, New South Wales that supports 700+ dental and medical practices across Australia. Their growth has come through word-of-mouth and long-term relationships, built on reliable outcomes and a consistently strong client experience. That attitude shows up in their culture, too: a team that genuinely enjoys working together (the kind of crew that packs up the four-wheel drives and heads into the bush) but treats preparedness as more than a catchphrase. In Australia — and in healthcare IT — you don’t get to control the conditions. You control how ready you are.

The moment that proved everything: A practice underwater

In early 2025, devastating floods hit the mid-north coast of New South Wales. One of Teamwork’s dental practices was underwater, with computers and equipment destroyed. For many clinics, that can mean cancelled appointments, operational chaos and the fear that critical data may be gone.

Teamwork didn’t wait for the panic call. James Borg, Managing Director, kicked off “operation save the practice,” recovering the practice’s backups to Teamwork’s data center, restoring three virtual machines and getting the clinic back to an operational state fast.

What makes it even more striking is that this wasn’t a long-standing client. They’d only signed on with Teamwork about a month to six weeks earlier. When everything could have spiraled, Teamwork acted immediately and got them back up and running.

Why Teamwork exists: Healthcare urgency, handled by humans

Teamwork’s specialization began with something personal. Years ago, James helped his father-in-law modernize two dental practices and saw how underserved dental IT was. Basic improvements like remote access, better scheduling workflows and stronger protection fundamentally changed how those practices operated day to day. That became Teamwork’s mission: raise the standard of IT in environments where downtime doesn’t just slow work down — it impacts patient care.

That mission only works because of the people behind it. Teamwork hires technicians who are technically sharp and comfortable on the phone, because their clients are often calling in the middle of a high-stakes moment. “People do business with people they like,” says Craig Smithers, Head of Sales. Internally, that same mindset shows up as a genuine willingness to jump in and help. “There’s a real sense of camaraderie,” says Luke Staader, Service Delivery Manager. “Everyone’s willing to drop things… and run in and help.” The result is smoother handoffs, faster escalations and fewer missed details when a practice needs systems restored quickly.

The payoff: Fewer vendors, faster answers, more peace of mind

As Teamwork scaled, disconnected systems created friction: too many portals, too much tab-hopping and too many steps to get to the truth on an endpoint. They decided it was time to standardize on a stack built for MSP life, not stitched together from too many moving parts.

James calls a PSA “the operating system of your business,” which is why Teamwork resisted switching for so long. But when their incumbent PSA renewal came with an 18% increase, no added value and poor responsiveness, staying put started to feel riskier than migrating — especially with six weeks left on the contract.

Teamwork moved to Autotask and consolidated around a connected ecosystem. With Kaseya’s support, they pulled off what’s typically a multi-month project in about four weeks, going live before the old contract expired. On the service desk, the difference was immediate: “The single portal… makes it super easy,” says Luke. “It’s just one click and go.” Automated alerts flowing into Autotask became “an absolute lifesaver,” and SOC-backed alerting has “saved our necks” by catching suspicious activity early.

Support that feels personal

For Teamwork, consolidating wasn’t about swapping tools. It was about running a growing MSP with less friction and more confidence when clients are under pressure. Craig Smithers sums up what changed: “That partnership with Kaseya means that I have three people I can call if there’s an issue and they’re all on the same team. It’s very rarely about sales when we’re talking to our account manager.” And for James, the outcome is simple: “It’s like a thousand things less I have to worry about every single day.”