How Smart Computing Solutions scaled from 1,600 to 2,400 endpoints with long-term client retentions 

Case study highlights 

• Grew from 85 to 120 client environments 

• Expanded from 1,600 to 2,400 endpoints 

• Average client relationship of 15 years 

• 2.5x revenue contribution from security stack services compared to traditional service pillars 

• Threat containment in 1.5 seconds with RocketCyber 

• Full attack investigation completed within 40 minutes 

Customer loyalty from day one 

For nearly three decades, Smart Computing Solutions has built its business around a simple philosophy: do the right thing for the client. 

“We’ve been in business 27 years now,” said Robert Shapiro, Owner of Smart Computing Solutions. “We’re sort of a small MSP, although we sort of avoid the MSP buzzword. We’re small, but we’re sort of mighty.” 

Today, the company supports roughly 120 client environments and 2,400 endpoints with a team of 12 employees, including nine Microsoft-certified engineers. Unlike many MSPs, Smart Computing Solutions has achieved that growth with virtually no traditional sales organization. 

“We’ve never had a sales force,” Shapiro said. “I’ve got clients who’ve been with us since the day we started. Our average client is with us for 15 years.” 

That customer loyalty has allowed the company to grow steadily while expanding its service offerings and security capabilities through the Kaseya platform. 

Growing the business through platform consolidation 

Smart Computing Solutions entered the Kaseya platform through Datto, but quickly realized the value extended far beyond backup and disaster recovery. 

“Kaseya came sort of as a backdoor through Datto,” Shapiro explained. At the time, the company managed approximately 85 client environments and 1,600 endpoints. Today, that number has grown to roughly 120 environments and 2,400 endpoints. 

Growth accelerated because Kaseya became the central platform for technologies the company was already using. “It became the aggregator of all the products we were using on an individual basis,” Shapiro said. 

As cyber insurance requirements evolved, the value of a fully integrated security stack became even more apparent. “The cyber insurance company says, ‘Look, we’ll cancel you unless you have this or have that,’” he explained. 

Instead of treating security as an optional upsell, Smart Computing Solutions transformed it into a standardized offering backed by the Kaseya platform. “With cyber insurance, it’s a no-brainer,” Shapiro said. “It’s not sales anymore.” 

The business impact has been substantial. They’ve been able to increase their revenue stream, and double their profits all from the tech stack (and without having to add more humans to their headcount. 

The company has also seen accelerated growth by offering security services at what Shapiro describes as a fair price. And that’s allowed them to grow 20% in the last two months alone. 

“One of the opportunities of growth that we’ve had, especially in the past two months, which we’ve grown 20%.” 

For Smart Computing Solutions, recurring security services have become a major growth engine. “The commitment to Kaseya has really driven that category up for us.” 

Delivering high-touch service at scale 

While many MSPs rely heavily on dispatch queues and tiered support structures, Smart Computing Solutions has built its service model around engineer ownership and long-term client relationships. 

Instead, each client environment is assigned a lead engineer and a designated backup engineer who already understands the customer’s environment. This means the engineers are always familiar with those environments and can jump in more easily when duty calls. 

The company also avoids traditional Level 1, Level 2, and Level 3 support structures. As Shapiro explained. “Everyone is coming in as an engineer and everyone should be on the path to become a senior lead engineer.” 

Autotask plays a central role in supporting that model. “Obviously the ticketing system is vital,” Shapiro said. The PSA platform provides multiple methods for creating tickets, with consistent visibility and accountability across the organization. 

“If they email support… it will automatically create the ticket. Everything’s in place.” 

But technology is only part of the equation. 

“We always tell people consultancy is what we do,” Shapiro said. “The geek part of it has got to be our foundation.” 

That customer-first approach has helped the company maintain unusually long client relationships. Their average client stays with them for 15 years. 

Cybersecurity that stops threats in seconds 

Cybersecurity has become one of the most important pillars of Smart Computing Solutions’ service offering. The company’s layered Kaseya security stack recently proved its value during a real-world attack. 

“We had a client. Someone got in based on a SonicWall,” Shapiro recalled. An attacker gained access through a compromised VPN connection and eventually reached a server. 

The response time was remarkable. “Within 1.5 seconds.” 

With support from RocketCyber, the Smart Computing Solutions team quickly reconstructed the entire attack timeline. “Within about 40 minutes of their first entry in, we were able to show them everything that was touched.” 

Most importantly, no meaningful damage occurred. “Nothing bad occurred and we could say it with 99.9% certainty.” 

For Shapiro, that level of visibility and rapid response demonstrates the power of integrated cybersecurity operations. 

“RocketCyber helped me build the perfect sheet for them,” he said. 

Building cyber resilience beyond backup 

While security is critical, Shapiro believes resilience is equally important. 

For years, cyber insurance requirements have steadily increased customer demand for stronger backup, recovery and continuity capabilities. 

Kaseya’s integrated security and continuity stack helps Smart Computing Solutions deliver those protections consistently across all client environments. 

The company focuses heavily on foundational best practices. 

“If clients really do have the right foundation, they have the right replacement cycle, and they have good education within their environment, the stuff should just work.” 

That proactive approach helps customers avoid the disruption, financial loss and reputational damage associated with cyber incidents. 

Boosting revenue through automation and operational efficiency 

For Smart Computing Solutions, automation is about more than reducing labor — it’s about creating scalable growth. The integrated Kaseya stack allows the company to add significant recurring revenue without adding corresponding headcount. 

That operational leverage has become a major business advantage. 

Looking back, Shapiro attributes much of that success to focusing on long-term client outcomes rather than short-term sales. 

“Do the right thing for the client. It will always pay,” he said. 

That philosophy, combined with the operational efficiency, security and scalability of the Kaseya platform, helps Smart Computing Solutions continue growing while keeping the client relationships that have defined the company for nearly three decades. 

If you’re ready to put Kaseya to work for your MSP, book a demo today.