How ZTek Solutions achieved 300% growth and 30% profit margins with Kaseya

Case study highlights

• 300% business growth after consolidating on Kaseya.
• 30%+ profit margins achieved through operational efficiency.
• 15% reduction in ticket resolution time.
• Significant reduction in manual work and reactive firefighting.
• Transition to a fully proactive, scalable service model.

A growing MSP that couldn’t keep up with its own success

ZTek Solutions built its reputation the hard way: through relentless effort and hands-on service.

“I built ZTek Solutions while holding down my day job… working nights, weekends, 15–16 hour days,” Raul Zayas, ZTek Solutions’s founder and president told us.

As the business grew into a 30-person MSP, so did the complexity. Each new client, system and workflow added pressure to an already stretched team.

“No matter how hard we worked, we were just getting pushed downstream,” Zayas said. “Manual ticket work, disconnected tools, constantly reacting to issues instead of preventing them.”

Like many MSPs, ZTek Solutions reached a tipping point. Growth was no longer limited by demand. It was limited by operations.

The breaking point: disconnected tools and reactive IT

Before Kaseya, ZTek Solutions relied on a fragmented toolset that slowed down technicians and created inefficiencies across the business.

Technicians spent valuable time switching between systems, searching for information, and manually completing tasks. Leadership lacked real-time visibility. Billing required manual effort.

The result was a reactive environment, where issues were addressed only after they’d created chaos or disruptions.

And because they relied on so many different systems, it slowed everything down and created friction. Which was unacceptable for a company that supports healthcare clients who cannot afford to go down.

This model was unsustainable.

A strategic shift to a unified system: Kaseya

ZTek Solutions made a decisive move to consolidate its operations with Kaseya, standardizing its stack across:

• Autotask (PSA)
• IT Glue (documentation)
• Kaseya Endpoint
• Kaseya 365 Ops
• Kaseya 365 User
• SaaS Alerts and automation tools
• ConnectBooster

This wasn’t just a technology upgrade. It was a complete operational reset.

“Once we made that consolidation, we saw a shift almost immediately,” Zayas said. “These efficiencies allowed my technicians to work faster and not have to be opening multiple screens.”

With a unified platform, ZTek Solutions eliminated context switching and gave technicians instant access to the tools and information they needed to get the job done fast.

From reactive to proactive IT

One of the most significant transformations was the shift from reactive to proactive service delivery. With Kaseya RMM and Endpoint monitoring, ZTek Solutions began identifying issues before users even noticed them. They’d be alerted to problems and fix them without having to alarm their clients.

Another benefit of the switch was that instead of reacting to tickets, the team started preventing them. Rafael Medina, Service Desk Lead at ZTek Solutions, said that “a good portion of my day is preventing issues, looking for problems before they happen.”

This proactive model reduced incoming support volume, reduced downtime and lowered stress across the organization.

Automation that eliminates manual work

Automation and integration have become the foundation of ZTek Solutions’s efficiency gains.

With AI-driven tools, tasks that once took minutes are now completed in seconds. With sped-up workflows, techs can do more and do it accurately.

Autotask’s integrated billing and financial workflows removed one of the biggest operational burdens. “Having the integrated billing saved me a weekend each month,” Zayas said. “I can now act truly as a CEO and not as a technician”

Standardization that scales

With IT Glue and Kaseya 365 Ops, ZTek Solutions standardized processes, documentation and workflows across the organization. This created a repeatable, scalable service model where:

• Knowledge is shared across the team
• New technicians ramp up faster
• Complex issues are resolved more consistently

Zayas says he noticed a huge difference when it came to junior techs. They could “level up their skills or solve more complex issues” with IT Glue.

Standardization also enabled technicians to handle more clients without increasing workload. Because their workflows were streamlined and quick, technicians were able to take on more clients and solve more tickets than ever before.

Measurable business impact

The operational transformation delivered immediate and sustained results:

• 300% business growth
• 30%+ profit margins
• 15% faster ticket resolution times

“ZTek Solutions is now operating at 30% profit margins and has grown 300%,” according to Zayas.

By reducing manual effort and increasing efficiency, ZTek Solutions scaled revenue without proportionally increasing headcount.

Building trust through proactive service

For ZTek Solutions’s clients, especially those in healthcare, reliability and timeliness are critical. They need to be sure their MSP has their back, 24/7. And with Kaseya, ZTek Solutions is able to provide just that reassurance.

They shifted from being a reactive IT provider to a trusted strategic partner.

“Clients trust us more,” Zayas said. “They know we’ve got their back.”

Instead of just fixing problems, ZTek Solutions now helps clients keep their business on track and focused on their goals.

A platform for continued growth

Today, thanks to Kaseya, ZTek Solutions operates with a level of efficiency, predictability and scalability that wasn’t possible before. The business is no longer constrained by operational limitations. Now, it’s positioned for continued expansion into new services, industries, and technologies.

“We got the tools that allow us to work smarter, not harder,” Zayas says. “And to plan our next move.”

The result

By consolidating their tool stack with Kaseya, ZTek Solutions transformed its business from reactive and fragmented to proactive, efficient and highly profitable, unlocking growth that was previously out of reach.

Plus, both the business and its employees benefited. The efficiencies and growth gave them time back in their personal lives. They stopped stressing about work 24/7 and could focus on being present, whether at work or at home.

And what could be better than that?