How inspired IT protected 1,200 endpoints and slashed 189 hours of work

Case study highlights 

• 2,200+ tickets automatically triaged, saving 189 hours of manual work 

• 13 minutes of recovered time per ticket 

• Over 100 hours of projected monthly time savings from AI-powered triage alone 

• Replaced fragmented point solutions with a unified stack covering RMM, AV, EDR, SOC, email security, patching, compliance and automation 

• Two structured service tiers built around Kaseya 365 

• Scaled to protect 1,200 endpoints without needing to add headcount 

From fast to focused growth 

Inspired IT spent the past decade building a cloud-first managed services practice for small and mid-market businesses across Australia. Founded by Managing Director Matt Seeds, the company expanded rapidly in its early years, growing revenue at 40-70% annually and scaling its team to nearly 30 people. 

Growth at that pace came with tradeoffs. The tool stack widened, vendors multiplied and processes and documentation couldn’t keep up. As Seeds put it, the rapid expansion “overtakes the processes and the documentation side of things.” 

Over the past two years, Seeds made a deliberate shift. Rather than continuing to chase top-line revenue, he refocused the company on profitability and operational maturity: tightening processes, raising the security baseline, aligning with compliance frameworks and building a service model designed to scale without adding headcount to match. 

Kaseya 365 became the architectural backbone of that transformation. “We’ve gone all in with Kaseya 365 User, Ops and Endpoint with zero regrets. It does what we need it to do, very well. And I’m excited for the future of the development, the integrations, and how AI works across each platform.”  

A stack that grew too wide 

Before consolidating, Inspired IT was running Microsoft Defender for Endpoint for some (but not all) clients, RocketCyber for SOC services and a rotating set of tools to fill gaps in email security, compliance and monitoring. Each tool had its own billing cycle, its own portal and its own learning curve. 

“I’m a big believer of trying to use the same vendors because you get that integration and that throughput through the application stack,” said Seeds. “We’d sort of slipped back from that.” 

When Kaseya 365 launched, Seeds saw an opportunity to reset. “By the time you looked at what we were paying for just one of our other tools, we were getting six or seven products for roughly the same cost,” he said. “It was pretty hard not to look at it.” 

One agent, one platform, one security baseline 

The most immediate operational shift came at the endpoint stack. Instead of deploying multiple disconnected agents, the team consolidated on Kaseya 365 Endpoint, combining Datto RMM, EDR, antivirus and a managed SOC into a single solution. 

“Every MSP needs an RMM, and Datto RMM does it all. I couldn’t live without it,” said Seeds. And third-party patch management closed a gap that had previously left common applications unpatched. “That’s helped us significantly,” he said.  

Adding a managed SOC completed the picture. Rather than building out 24/7 monitoring with a team of 15, Seeds embedded that capability directly into the endpoint stack with Kaseya MDR (part of Kaseya 365 Endpoint Pro). Technicians stopped hopping between portals to verify a patch or investigate an alert. The single-agent framework cut down operational noise and gave the team a consistent environment across every client. 

The simplicity extends beyond the technical. With every major tool built to work together, training is simpler, workflows connect natively and, as Kaseya Intelligence rolls out AI capabilities across the platform, Seeds sees that integration becoming even more valuable. “Having 80-85% of your stack from one vendor means it all talks to each other,” he said. “As you come into this AI era, there’s going to be a lot less white noise and a lot more automated resolution.” 

Building compliance-ready services with Kaseya 365

With a hardened endpoint baseline ready to deploy, Seeds rebuilt Inspired IT’s commercial model. The company reviewed its client base, identified its ideal customer profile and designed two distinct service tiers around Kaseya 365. 

Their flagship offering, Managed Services, has a high security baseline aligned to Essential Eight (Australia’s national cybersecurity framework) and covers approximately 80-90% of the technical controls required for ISO 27001. The foundation is Kaseya 365 User and Kaseya 365 Endpoint, with additional security tools layered in for clients that request further protection. Advisory services, centralized monitoring and help desk support are each broken out as visible line items so clients see the value of every component. 

They also offer Security Essentials, a lighter package for smaller businesses that need protection but not day-to-day support. Built purely around Kaseya 365 User and Kaseya 365 Endpoint with no added tools and no help desk, it delivers enterprise-grade protection for sub-12 seat clients at a competitive price point. 

“We did a review of our clients and asked, ‘Which ones do we enjoy working with?’” said Seeds. “The ones that took IT seriously, those are the ones we wanted to work with. We designed a plan around that.” 

Compliance as a growth driver 

Inspired IT went through ISO 27001 certification before recommending the framework to clients. Across its client base, compliance requirements are increasingly being driven by industry regulation and cyber insurance mandates. Clients aren’t asking for security as a nice-to-have anymore. They’re required to demonstrate it. 

“Aligning to a security framework is a good thing because it’s not our framework,” said Seeds. “It’s the framework that experts say this is what you should be doing.” 

Kaseya 365 Endpoint provides the security foundation, Kaseya 365 User handles identity and email protection, and Kaseya 365 Ops brings in MyITprocess for IT assessments and Kaseya’s governance, risk and compliance (GRC) product for structured compliance reporting. Seeds had purchased Compliance Manager 18 months earlier and cancelled it because the company wasn’t ready. When Kaseya 365 Ops launched, the foundation was finally in place. “Now we’ve repurchased it because we’re ready for it,” he said. “And it all makes sense.”  

AI triage: Removing the guesswork 

Inspired IT was an early adopter of Digital Specialist for Ticket Triage, powered by Kaseya Intelligence, within Autotask. Seeds turned it on immediately. 

“I’ve run service teams for years and triage has always been a pain to manage,” he said. “People still interpret things very differently. AI is going to be far more reliable than human intervention.” 

Before Kaseya’s AI-powered Ticket Triage, every ticket went through a manual process: review the email, set the service type, assign priority, determine the issue category. Seeds estimated that routine consumed around 15 minutes per ticket before a technician even touched the actual problem. 

Since enabling Kaseya’s AI-powered Ticket Triage, these steps have effectively disappeared. In a recent seven-day period, the feature automatically triaged 2,268 tickets, saving 189 hours of manual work and averaging roughly 13 minutes of recovered time per ticket. At that pace, Inspired IT stands to reclaim over 100 hours per month. 

“I don’t see any time now spent changing the service type, the issue type, any of that,” said Seeds. “It means you can put that value elsewhere into the client. It’s a no-brainer.” 

Choosing depth over breadth 

Some MSPs chase “best-in-class” in every category across a dozen vendors. Seeds’s view is different. “Sometimes other products may have a few more features. But do you need those features? And at what price point?” 

For Seeds, a tool needs to do what it needs to do, at the right price, with native integration into the rest of the stack. When that’s true across six or seven products from a single vendor, the compounding value outweighs the marginal feature gap from any individual point solution. 

What sealed his conviction was the direction of the company itself. After meeting with Kaseya CEO Rania Succar at a recent event in Sydney, Seeds saw a leadership team genuinely focused on product development. 

“My perception is that Kaseya is changing and evolving. It’s very product-development focused now. Ultimately, you’re only as good as your products,” he said. “After that conversation, it was like, just go all in. Let’s back her as CEO, let’s back Kaseya as a company. Let’s leverage their products and wrap a service around it.” 

A leaner team, a higher bar 

Inspired IT’s journey proves that driving profitability isn’t about adding headcount or buying more technology. It’s about maximizing the efficiency of your operations. By anchoring their business to Kaseya 365 Endpoint, a team of just 15 professionals is successfully managing over 1,200 endpoints across Australia. 

The economy of scale unlocked by Kaseya 365 Endpoint allowed the business to pivot its focus entirely toward EBITDA and operational maturity. And the only way to go from here is up. 

Looking to scale your security, amp up compliance and transform with Kaseya? Book a demo today.