How Clarity built a more efficient, secure and resilient

Points forts de l'étude de cas

• Transformed from a break-fix provider into a mature MSP by consolidating operations, service delivery, backup and security management on the Kaseya platform.
• Improved technician efficiency and accelerated ticket resolution through a unified operational platform that gives teams visibility, remote access, credentials and client information in one place.
• Strengthened cybersecurity with a security-first approach focused on Microsoft 365 protection, phishing prevention, identity security and customer education around emerging AI risks.
• Maintained business continuity during critical outages by leveraging Datto BCDR virtualization to restore operations in as little as 30 minutes and eliminate meaningful downtime during server failures.
• Enhanced customer visibility and trust with automated reporting on service performance, backup health, response times and customer satisfaction metrics.

From break-fix to a scalable MSP business

Clarity Technical Solutions has spent the last 20 years helping small and mid-sized businesses simplify IT operations, strengthen security and stay resilient in the face of disruption. Today, the company supports organizations with 10 to 100 employees across the manufacturing, engineering, medical and legal industries throughout Central Ohio.

What began as a traditional break-fix business evolved into a mature managed services provider. As Clarity grew, so did the complexity of managing operations, service delivery, security and backup across multiple disconnected platforms. That’s when the team turned to Datto.

“We liked the concept of [a solution that is] automated, unattended, and viewable remotely,” Jason Comstock, President of Clarity, said. “We could see the status. We knew what was going on.”

That initial experience eventually expanded into a broader operational transformation. After evaluating platform costs, integrations and workflow efficiency, Clarity made the decision to consolidate more of its business into the Kaseya platform.

“The integrations and automations are what’s going to help [us] succeed,” Comstock said.

Today, Clarity uses solutions across the Kaseya ecosystem — including Datto, Autotask, IT Glue, SaaS Alerts, Inky and endpoint security tools — to unify operations and improve service delivery.

“We can see everything in one place, which translates into [spending] less time going from portal A to portal B to portal C to get something done,” said Comstock.

That visibility has had a direct impact on technician efficiency and customer experience. By consolidating tools and workflows into a single operational platform, Clarity reduced time spent switching between systems and accelerated ticket resolution times across the business. It gave them more clarity and confidence.

“Techs can work a ticket, they can see a device, they can have access to the credentials, the remote button’s right there,” he explained. “And they’re just going to get through those tickets much faster.”

For Clarity, operational efficiency isn’t just about speed; it’s about proving value to customers. Because “when you’re doing everything right, customers don’t see you,” Comstock said. “And it gives them an opportunity to question, why do I have you?”

To solve that challenge, Clarity built automated customer reporting around service metrics, ticket activity, backup status, response times and customer satisfaction scores. “We need to be in front of that and tell the story in a very simplified report,” he explained.

A security-first approach to modern threats

Clarity’s philosophy is built around layered protection combined with practical usability.

“We tell our clients we’re security first,” he explained. “We are going to create a little bit of friction, but you’ll get comfortable with it.”

The company places particular emphasis on Microsoft 365 security, phishing prevention and identity protection.

“Because of identity theft, we feel like we need to focus a lot on securing 365,” said Comstock.

Rather than simply deploying tools, Clarity focuses on educating customers about risk and helping them understand the value of stronger controls. “Here are the threats we’re trying to protect you against,” Comstock explained. “And here are the controls that we want to apply to do that.”

That proactive approach has also extended into AI governance conversations with clients.

“Their staff already uses ChatGPT and Claude and Perplexity,” Comstock said. “If you don’t own that as a business and say, here are some acceptable use policies, here are some guardrails… people are just going to use it.” And that can leave you vulnerable.

Despite their best preventative measures, issues still arise.

One customer experienced a complete server failure just before Christmas. While troubleshooting the issue, Clarity virtualized the customer’s environment directly from the Datto appliance.

“It was a half hour maybe to virtualize and bring everything back into the network,” he said, allowing the client to continue operating while Clarity worked through the hardware failure. The customer remained fully operational for two weeks while replacement hardware was sourced. There was never any meaningful downtime.

“They said, great. We don’t notice any difference,” Comstock explained. Which is how you know your tools are working.

Another customer with aging infrastructure experienced a similar hardware failure during onboarding. Despite industry-wide hardware delays stretching server delivery timelines from roughly two weeks to nearly 90 days, Clarity was able to maintain business continuity using Datto appliances and virtualization.

For Clarity, those moments reinforced the importance of resilience planning. “We all think about the scary ransomware events,” Comstock said. “Hardware dies too.”

Automating for growth, efficiency, and scale

The big question now is: “how can we do more with the same staff we have?” Comstock asked. Rather than replacing technicians, Clarity is using automation to eliminate repetitive work and allow engineers to focus on higher-value initiatives.

“I’m not looking to do all this automation because we’re trying to thin out,” he explained. “I’m trying to do more and let you do the things that are more interesting.”

The company is especially excited about intelligent ticket triage and automated assignment capabilities. “It allows us to really define the skills of the team and have the system make some smart decisions on our behalf,” said Comstock.

As Clarity continues growing, the company sees Kaseya as a key strategic partner in scaling operations, strengthening security and improving customer experience.

“We’re dialing in the platforms that we have to be able to have a very crisp, concise story,” Comstock said. They’re able to take on more, without hiring and without sacrificing the quality of service they’re known for.

And that’s the power of consolidating tools with Kaseya.

Ready to learn how you can transform your business with Kaseya? Set up a demo today.