How Silicon Valley Services doubled profit margins and reduced reactive work by 70%

Case study highlights 

• Profit margin doubled over the last three years 

• Reactive support hours per endpoint reduced by nearly 70% year over year 

• Capacity to double client coverage with existing staff 

• Potential to triple capacity through continued automation 

• Standardized, fully automated onboarding process 

Transforming from a software store to an MSP 

For 25 years, Silicon Valley Services has served organizations throughout Ontario and Quebec. What started as a traditional computer store evolved into a modern managed services provider focused on cybersecurity, automation and business continuity. 

While the company was founded in 2001, Owner & President Jim Cooper says the business transformation came much later. 

“Even though we’re 25 years old, I would say our MSP journey really didn’t start at all until 2011,” he explained. “And in 2018, when we became Datto partners… that’s where it really exploded in a good way.” 

Today, Silicon Valley Services operates very differently than it did in its early years, and the Kaseya platform has driven much of that transformation. 

“What we’re doing now, I wouldn’t have dreamed of in 2001.” 

Building relationships, not just products 

For Cooper, the company’s move to the Kaseya ecosystem wasn’t initially about technology, it was about partnership. 

“I think we were looking for a relationship with a vendor without realizing we were looking for it,” he said. After becoming a Datto partner in 2018, Silicon Valley Services found a different kind of vendor connection. 

That experience changed how the company evaluated technology investments. “Everybody’s got a product that’s better, faster, stronger, cheaper,” he said. “What’s your support?” 

Over the years, that relationship expanded into a broad Kaseya deployment that includes Autotask, Datto, Kaseya 365, managed SOC services, endpoint security, backup and disaster recovery and automation tools. 

“Everything works well together,” Cooper said, noting how that platform connection helped streamline processes and fast track  growth. 

One platform to move faster and deliver better 

One of the biggest operational changes for Silicon Valley Services has been moving to a unified platform experience. 

“When KaseyaOne came out, that was a game changer across the board,” Cooper said. For years, the industry promised a “single pane of glass.” Cooper believes Kaseya finally delivered it. 

“That one pane of glass for me is the owner of the company. I don’t need to log into every software all the time, but I can quickly open and switch back and forth with the powered services tab,” he explained. 

The impact extends well beyond convenience. “It has simplified everything we do. It’s saved time,” Cooper said. By reducing logins and consolidating systems, the company improved both efficiency and security. 

The platform has also transformed onboarding to become fully tracked and validated. 

“We actually have an automated system that we roll out that crosses the board of every single thing they have, right down to the final software installed.” The team receives notifications throughout the process, ensuring compliance and eliminating deployment gaps The result is a consistent customer experience and significantly improved operational efficiency. 

Security and cyber resilience built into every client

Cybersecurity is now foundational to Silicon Valley Services’ service model. 

When asked how many customers use the company’s managed SOC services, he said, “All of them”. 

The company deploys a layered security strategy across every client environment. “Every single product we have… all clients have it.” 

For Cooper, the goal is simple: stop threats before they impact the client. 

“In the end, I don’t care what tool is being used to stop the attack,” he explained. “The threat attacks that are constantly happening out there are being averted, diverted or stopped.” 

One engineering client experienced a ransomware attack that tested the company’s entire security and recovery strategy. “They had four ransomware attacks before we were able to completely lock down how these were occurring,” Cooper recalled. 

The stakes were high. “They were a big company, big dollars. Downtime was critical.” 

Fortunately, the layered Kaseya security stack and recovery capabilities performed exactly as intended. “We were able to stop it before it went too far,” Cooper said. “Did a backup recovery of what had been done.” 

Recovery was completed quickly. “We had a backup running in about an hour or two hours. It was pretty quick. It was pretty great.” 

According to Cooper, the financial impact of extended downtime could have been enormous. “Just missing a contract deadline could be hundreds, if not thousands of dollars.” 

The company has also witnessed the consequences of inadequate protection first-hand. “The largest one we ran into was $137,000,” Cooper said of a breach involving a non-client organization who came to them for help. “They had no protection in place. They thought they had it. So, for us, it’s not just the tools we have. It’s seeing what other businesses in the industries that are in our area don’t have. It’s not just what we deal with, it’s what we see others not dealing with that is scary.” 

Business continuity, not just backup 

For Silicon Valley Services, cyber resilience goes beyond backup. “I constantly have this battle against our competitors that are out there selling disaster recovery,” Cooper said. Instead, the company focuses on complete business continuity. 

“It’s not just there to prevent a disaster or to recover from a disaster,” he explained. “Having that true disaster recovery backup… that’s now your business continuity.” Every client now receives comprehensive backup and recovery protection. 

“Let’s back up all of our clients,” Cooper said. “Not just the emails and the documents… let’s back up the entire systems.” That strategy protects customers from far more than ransomware. 

“What if it’s just something as simple as somebody spilled a cup of coffee across the keyboard and fried the motherboard?” Cooper asked. For Silicon Valley Services, resilience means ensuring customers can continue operating regardless of the cause of disruption. 

Automation fuels growth, profitability and scale 

Perhaps the most dramatic transformation has come through automation. 

A few years ago, the company measured success primarily by monthly revenue. “I would go into our accounting software and say what’s our gross for this month?” Cooper said. Today, the company tracks far more meaningful operational metrics. 

“We look at internal… reactive hours per endpoint.” The results have been remarkable. 

Results at a glance 

“Right now, we can double our coverage with no more staff,” Cooper said. 

As automation continues expanding, the opportunities become even greater. “Our feeling is, as we continue to automate, we potentially could triple.”  

And the company’s reactive workload has fallen dramatically, dropping by around 70% from the previous year. Instead of spending time responding to issues, technicians now focus on proactive improvement and automation. 

“My guys don’t sit around drinking coffee,” Cooper joked. “What do they start investing their time in? How can we make things better?” 

That shift has fundamentally changed the business. “Instead of waiting for clients to call that the computers are slow, we’re reaching out more proactively, fixing issues before they were pointed out to us.” 

The financial results have followed. “Our profit margin has doubled in the last three years,” Cooper said. 

Looking ahead, he sees even greater opportunity. “We’re going to be able to potentially reach a point of looking at tripling our profit margin.” 

For Silicon Valley Services, the combination of platform consolidation, cybersecurity, business continuity and automation has transformed both the customer experience and the economics of the business. 

“We’re not just there to stop attacks,” Cooper said. “We should be there to improve efficiency.” 

And it’s all thanks to their partnership with Kaseya. 

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