How Waedt IT Services transformed their operations with Kaseya

Hoogtepunten uit de casestudy

• Reduced monthly billing administration from 2–3 days to just 2 hours through Autotask PSA integrations and automation.
• Cut server patching time by up to 90%, reducing a manual 8–10 hour process across 100 servers to just 1–2 hours of oversight.
• Migrated more than 1,000 Microsoft 365 users to Datto SaaS Protection in under two months, turning an unprofitable service into a recurring revenue generator.
• Achieved 20–30% year-over-year revenue growth while increasing average recurring revenue per seat from €20–50 to €67–130.
• Supports approximately 420 seats per first-line technician, enabling significant scale without increasing headcount.

When Martin Waedt started his business in 2004, it looked like many successful MSPs do in their earliest stages: one person doing everything.

A friend asked him to take over outsourced IT administration for their company. His side hustle quickly evolved into Waedt IT Services, a managed services provider serving businesses throughout the Munich region.

Over time, the company expanded its customer base, supporting organizations ranging from 10 users to more than 250 users while delivering everything from end-user support to cybersecurity and compliance services.

Growth, however, created challenges.

As the business expanded, administrative work multiplied. Billing became increasingly complex. Server maintenance consumed nights and weekends. Monitoring and patch management were handled manually. Backup processes required constant oversight.

“We were pretty much overwhelmed in some situations,” says Waedt. “Especially things like billing and patching were totally out of hand.”

The business was growing, but the operational model wasn’t scalable.

Replacing manual work with automation

At the time, billing alone was consuming enormous amounts of time.
Creating invoices required collecting data from multiple systems, generating reports manually and consolidating information across the business.

“Collecting all the relevant information to create a bill went up to two or three days,” says Waedt. “There were two people involved. It was awful.”

The same was true for infrastructure management. Server patching required technicians to manually connect to every server, download updates, install patches, reboot systems and verify successful installations.

Senior System Engineer Simon Jani remembers the process well. “We had about 100 servers back then and it took one technician about six to ten hours of manual patching,” he says. “It was a nightmare.”

The company realized that continuing to grow would require eliminating manual processes wherever possible.

That transformation began when Waedt IT Services adopted Datto SaaS Protection, followed shortly by Autotask PSA, Datto RMM, IT Glue, Datto BCDR, RocketCyber, SaaS Alerts and Kaseya 365.

Looking back, Waedt describes the decision as one of the best business decisions he ever made.

Building a scalable operating platform

The first breakthrough came with Datto SaaS Protection.

Before adopting the solution, Waedt IT Services had built its own Microsoft 365 backup platform on Microsoft Azure. While functional, the system became increasingly expensive and difficult to maintain as Microsoft 365 adoption grew. They eventually reached a point where backup services were costing more to deliver than they generated in revenue.

After testing Datto SaaS Protection, everything changed.

Onboarding took minutes instead of hours, management became centralized and profitability improved almost immediately.

Within two months, the company migrated approximately 1,000 Microsoft 365 users to Datto SaaS Protection.

“Suddenly we earned money with it,” says Waedt. “The product we did not earn anything on suddenly was our cash cow.”

Just as importantly, the team recovered one to two hours every day that had previously been spent managing backup operations.

Standardizing service delivery with Autotask and IT Glue

Following the success of Datto SaaS Protection, Waedt IT Services expanded its investment into the broader Kaseya platform. They implemented Autotask PSA, Datto RMM and IT Glue, replacing a collection of disconnected tools and manual processes.

The impact was immediate.

Within two months, the company fully migrated to Autotask PSA and began automating workflows throughout the organization.

“Our professionalism went up like crazy,” says Waedt. Processes that had once required manual intervention became automated. Monitoring, patch management, software deployment, ticket creation, billing and customer onboarding were all standardized through workflows and integrations.

Perhaps the biggest operational improvement came from billing.

For support engineer Glen Kenzi, Autotask brought much-needed organization to daily operations. The team uses separate queues for hardware deployments, backup monitoring and support escalations, ensuring work is routed to the right technician at the right time.

“It really helps to organize and sort them out and make sure the task goes to the correct person,” says Kenzi.

Meanwhile, IT Glue became the company’s central source of operational knowledge. Instead of maintaining hundreds of separate documents, technicians now have instant access to credentials, procedures and customer documentation through a centralized knowledge base.

As cybersecurity threats intensified, Waedt IT Services expanded beyond traditional MSP services into a comprehensive security offering. 

Today, the company uses Kaseya 365 Endpoint, RocketCyber, SaaS Alerts, MDR, vulnerability scanning, Network Detective and automated penetration testing to deliver layered cybersecurity services. The result is enterprise-grade protection at SMB pricing. 

One of the biggest advantages is visibility. By consolidating security information from multiple systems into a single platform, the company can identify suspicious activity far more quickly than before. 

“The biggest benefit is that all of the information from the different tools runs together,” says Waedt. “You have the single pane of glass view.” 

Jani says the security team can now identify and respond to threats in minutes instead of hours or days. 

The introduction of managed SOC services has been equally important. “It’s more important than ever to have a managed SOC monitoring a company 24/7,” says Jani. “The bad guys don’t have holidays. They don’t have weekends.” 

For the team, the around-the-clock monitoring provides both stronger security and greater peace of mind. “Today we can sleep through the night without waking up and thinking, ‘Did I miss anything?'” 

Turning compliance into a revenue driver 

One of the most unexpected benefits came from automated penetration testing. 

As compliance requirements such as DORA, TISAX and ISO standards became more common, customers increasingly needed regular security assessments. Historically, penetration testing was expensive and difficult to deliver profitably to SMB customers. 

With automated pen testing now included in the company’s security stack, Waedt IT Services can provide quarterly assessments at a fraction of traditional costs. And it’s become one of the company’s fastest-growing revenue streams. 

“It’s free money,” Waedt says with a laugh. 

The value extends beyond compliance. Automated testing helps identify configuration errors, validate remediation efforts and uncover security weaknesses before attackers do. 

“It really helps us,” he says. “If we made a mistake or forgot something, we can immediately see if what we fixed actually fixed it.” 

Scaling through automation 

Automation has become a core philosophy throughout the organization. Waedt summarizes the company’s approach simply: “If you do it more than twice, we automate it.” 

That mindset has transformed nearly every aspect of operations. Customer onboarding that once took months now takes days. Backup deployment that once required hours now takes roughly five minutes. Patch management that previously consumed entire weekends now requires only one to two hours of oversight. 

All these improvements allowed the company to scale dramatically without increasing staffing levels. Today, Waedt IT Services supports approximately 420 seats per first-line technician and believes that number could eventually grow to 600 or 700. 

“With the same team size, we can handle more customers,” says Waedt. “That results in more money and more opportunities.” 

Positioned for continued growth 

The transformation has fundamentally changed the business. 

• Revenue has increased by approximately 20–30% year over year. 

• Average recurring revenue per seat has more than doubled. 

• Operational efficiency has improved across every department. 

Most importantly, the company can now support larger customers, regulated industries, and increasingly complex security requirements without adding significant operational overhead. 

“There is no limit anymore,” says Waedt. “It doesn’t matter if the customer is 50 seats, 500 seats, or 5,000 seats.” 

For Waedt, the lesson is clear. “Automation is key and integration is key. You need to get rid of the manual stuff.” 

By standardizing on the Kaseya platform and embracing automation across its operations, Waedt IT Services has built a scalable foundation for growth. One capable of delivering enterprise-grade IT and cybersecurity services while maintaining the agility and responsiveness that customers expect from a trusted MSP. All at prices SMBs can afford. 

Ready to see how Kaseya can help your MSP scale through automation, security, and operational efficiency? Book a demo today.