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Case Study

Tier 3 I.T. Solutions Leverages BMS, VSA and ITG Workflow Integrations

Overview

Tier 3 I.T. Solutions is a midsize managed services provider in Edmonton, Alberta. Operating with a staff of 20, Tier 3 I.T. Solutions has both managed services clients as well as legacy clients that have been onboard ever since the company came into being 30 years ago.

The company manages around 1,800 regular endpoints and another 1,200 machines on an ad hoc basis.

Customer

Tier 3 I.T. Solutions
Edmonton, Alberta, Canada
https://tier3it.ca/

About

Tier 3 I.T. Solutions has been providing managed services to its clients in Edmonton and the surrounding areas for over 30 years. The company strives to provide businesses with the IT solutions they need to operate more smoothly, more efficiently and ultimately more profitably.

The team believes in a proactive rather than reactive approach to managing IT, that is, identifying and preventing issues before they happen.

“The integration of VSA, BMS and IT Glue enables us to keep information consistent across all platforms and eliminates the possibility of error and data loss. Consistency and efficiency are the key advantages of these workflow integrations." Jesse HillPresident, Tier 3 I.T. Solutions

Challenges

  • Using a PSA solution that was no longer evolving according to the changing needs of techs and clients
  • Technicians spent a lot of time looking up information across multiple systems
  • Lack of customer confidence due to slow remediation of tickets

Jesse Hill is the President of Tier 3 I.T. Solutions. His role focuses on defining the company’s direction, managing employees, driving sales and monitoring operations.

Although the company uses all the different solutions in the Kaseya stack, a major portion of their regular operations is performed using VSA, BMS and IT Glue.

Connect IT 2019 Proves to Be an Eye-Opener for Tier 3 I.T. Solutions

When the team attended Connect IT 2019 in Vegas, Tier 3 I.T. Solutions had been using all the different Kaseya solutions, such as VSA, IT Glue, RapidFire Tools and ID Agent, with the exception of BMS.

Recalling his experience at the event, Jesse says, “I attended Fred’s keynote speech where he was talking about the value of workflow integrations and how Kaseya is striving to make all the different solutions integrate with one another. I recognized that the one missing piece for us was BMS and that if we truly wanted to be able to leverage the rest of the portfolio, we had to jump onboard and give BMS a shot. So, we literally left the keynote speech to go and sign the paperwork for it.”

Jesse is particularly impressed with Kaseya’s vision of integrating Kaseya products to bring out workflow integration. He says, “We used Tigerpaw as our PSA and generally had a good experience with them, but as our business grew we started to see some inefficiencies and frustrations amongst our technical team and ultimately from our clients that had us looking for an alternative solution. We wanted something that was going to grow with us and allow for a more modern approach to service delivery in 2020 and beyond.”

“We appreciate the fact that Kaseya is constantly developing and improving its products. We enjoy the work that has been done on the Kaseya Fusion Mobile app. The service delivery side of things has really improved for our technical team in using BMS.”

Workflow Integrations That Boost Efficiency

Talking about how the integration between VSA, BMS and IT Glue has helped streamline their business operations, Jesse remarks, “The tight and seamless workflow integration has helped resolve one of the biggest problems that affects technician efficiency. The techs no longer have to go hunting for information through multiple systems or figure out the solution themselves without any contextual information for their assistance. When a technician opens a ticket in VSA, he can pull the information directly from IT Glue.”

Solutions

  • Switched to BMS, which is a constantly developing product and very efficient for growing teams.
  • Integration of VSA, BMS and IT Glue helps technicians quickly retrieve contextual information right within the ticket.
  • Faster remediation of tickets helped build customer confidence and enabled technicians to focus on revenue-generating projects.

He further adds, “Another great advantage of workflow integration is the ability to manage everything from a single pane of glass. This significantly boosts technician efficiency.”

Using VSA, BMS and IT Glue together enables technicians to work within the interface of their choice and quickly retrieve contextual information when and where they need it. Businesses leveraging the integration of VSA, BMS and IT Glue can increase their technician efficiency by 25 percent. Workflow integrations reduce a lot of time spent in the space between — switching between interfaces, searching for information, retrieving passwords and so on, and allows your technicians to spend their time on more revenue-generating projects.

Referring to how workflow integrations enhance efficiency, Jesse reasons, “You can do the math really quick. If you work on 500 tickets every month and you can shave a couple of minutes off of each of them, that’s a pretty significant saving in time. You can not only re-deploy your technicians and have them work on more strategic projects but also sign up new clients. And that’s how you scale.”

He adds, “It’s not just about increasing the efficiency of your technicians but also about improving the quality of service you are able to deliver to your clients. The people on the other end of the phone can make out when your technicians are lost or struggling to find an answer. The fact that these workflow integrations help build confidence in your technicians, builds confidence in your end users as well, knowing that their issues will be resolved within a reasonable timeframe.”

Leveraging IT Complete

Tier 3 I.T. Solutions has adopted the complete Kaseya stack and is leveraging the IT Complete platform to streamline its business operations and drive growth. Jesse highlights, “When we were a smaller team, it was easier for us to keep track of information. Now that we are a larger team of 20, we really don’t know what everybody is working on every day. With bigger teams, we cannot possibly keep track of all the little pieces of information that our clients expect to know about and follow up on. As you look to grow in scale, you have to find tools that can bridge that gap for you. IT Complete is a single core platform that’s tightly integrated and constantly developing and makes for the perfect system designed to make your business run smoother.”