How inTEC Group standardized 15 MSPs into one scalable business with the Kaseya platform

• 15 MSPs unified on one platform  

• 10–15% faster ticket resolution  

• 2 full-time-employees’ worth of effort eliminated through automation  

• 75% increase in cybersecurity wallet-share opportunity  

• 20–30% projected annual growth from standardization

Transforming 15 MSPs into one 

Since its founding in 2016, inTEC Group has pursued an ambitious vision: create a modern managed services organization capable of delivering exceptional IT, cybersecurity, telecom and education services across the UK and Ireland. 

That vision fueled an aggressive growth strategy. Through a series of acquisitions, the company brought together 15 managed service providers, creating significant scale and a deep pool of technical expertise. 

But rapid growth has led to a new challenge. 

Each acquired company arrived with its own preferred technologies, service processes, operating procedures and ways of supporting customers. While every business brought talented people and loyal customers, the resulting technology landscape was fragmented. 

As CEO Melissa Rambridge explains, the organization found itself with “all these brilliant companies and all these brilliant people working off different technology stacks and  systems.”  

Integration quickly became a strategic priority. 

The company recognized that continued growth would take more than acquisitions. It would require standardization. 

Creating a platform for scale 

To support its long-term vision, inTEC made a deliberate decision to consolidate operations around the Kaseya platform, including Autotask, IT Glue, Datto RMM, Kaseya 365 Endpoint and Datto BCDR. 

Rather than managing disconnected tools from multiple vendors, the company sought a single ecosystem that could support service delivery, cybersecurity, documentation, operational intelligence, automation, billing and customer management. 

For Satiar, the value extended far beyond technology consolidation. “Kaseya is the right platform for us because you gave us an ecosystem to work with. We don’t just have a random set of tools that we force to work together. They work together.” 

Everyone on staff was given access to a common platform and a single source of truth. Information that once required multiple systems and manual effort became immediately accessible. 

“The single pane of glass operationally has been transformational,” says Satiar. Instead of switching between disconnected tools, teams can access customer information, asset inventories, documentation, service history, security data and operational reporting from a unified environment. 

The result has been greater visibility, stronger governance and more consistent service delivery across a rapidly growing organization. 

Delivering consistent IT services through standardization 

Once the company established a single platform, the next step was creating a better, more consistent customer experience. 

That led to inTEC Verified, a standardized technology and cybersecurity framework designed to ensure every customer gets the same high-quality service regardless of size, industry or location. 

According to Rambridge, the framework provides customers with a layered approach to IT support and cybersecurity that encompasses everything from endpoint protection and phishing defense to managed detection and response services. 

More importantly, it gives customers confidence. “They know that it’s all there within a verified standard that we have tested and approved ourselves,” she says. 

Now, inTEC can train engineers more effectively, create predictable support processes and ensure everyone on the team can support customers consistently. 

The approach has also improved operational performance. Director of Modern Workplace Mark Armstrong says Kaseya’s Smart Resolution capabilities have significantly improved ticket documentation and service desk efficiency. 

Historically, engineers often closed tickets with limited resolution notes, which made it difficult when tickets moved between technicians. Today, Smart Resolution automatically summarizes ticket activity and provides meaningful context for the next engineer. 

The result has been measurable improvements in both efficiency and customer experience. 

“We’re probably saving in the realms of 15 to 20% per ticket,” he says. 

Customers benefit as well. Instead of repeating issues multiple times as tickets move through support teams, engineers now have immediate access to the full story behind every incident. 

Building cybersecurity into every customer engagement 

Cybersecurity sits at the center of inTEC Verified, which is built around Kaseya 365 Pro. The combination of endpoint protection, ransomware defense, vulnerability management, third-party patching, managed detection and response (MDR) and Security Operations Center (SOC) services into a unified security stack has given them a unique edge. 

For Satiar, the reasoning is simple. “The attack surface is wide and it’s really deep. We’ve got to cover all angles.” 

Using Kaseya 365 MDR, SOC services, endpoint protection and vulnerability management capabilities, inTEC provides customers with layered security coverage while maintaining centralized visibility across environments. 

“We stop attacks daily, thousands of them, because of the tools,” Satiar says. 

According to Satiar, one of the biggest advantages of the Kaseya security ecosystem is that all of these technologies work together, allowing the company to identify, prioritize and respond to threats from a single platform. “Having it all in one platform surfaced in one place — how can that not be a strategic advantage?”  

As threat volumes increase, inTEC has also expanded its use of managed detection and response services to improve visibility and reduce alert fatigue. 

“What the MDR has allowed us to do is make sense of the noise,” Satiar explains. Which means they can focus on what really needs attention. 

Turning security into cyber resilience 

For inTEC, security is only part of the equation. They’re equally committed to making sure their clients can recover quickly when disruptions happen. That’s why they’ve standardized on Datto Business Continuity and Disaster Recovery (BCDR). 

“Backup is protecting your data. Business continuity is protecting your business,” Satiar says. 

Rather than backing up only selected systems, inTEC’s strategy is to protect everything. And they’re able to do so, because BCDR provides rapid recovery options no matter what kind of outage they experience, from hardware failures to ransomware attacks. 

“The fact I can lose a full server and spin that server up on the on-prem tin is an absolute game changer,” Satiar says. Reducing downtime reduces business risk and keeps companies running even when they’re under attack. 

Scaling through AI and automation 

Automation has become a critical part of inTEC’s growth strategy, driven by Autotask Smart Resolution, Smart Triage, Digital Employee, and emerging capabilities within Kaseya Intelligence. 

“We’re looking to harness AI and automation in the back end to ultimately free our team up to spend more time with our customers,” she says. 

The impact is already measurable. The organization has eliminated approximately two full-time employees’ worth of manual effort across 20 key workflows through automation initiatives. Service desk teams are also benefiting from AI-powered capabilities that improve ticket routing, summarization and knowledge management. 

Satiar sees automation as essential to MSP success. “Resolution time has decreased by around about 10% to 15% year on year,” he says. 

By automating routine operational tasks, engineers can focus on higher-value work such as customer strategy, security improvements and innovation. Automation is already reducing ticket resolution times, while AI is helping teams surface information faster and make better use of organizational knowledge. 

Looking ahead, inTEC expects to further leverage Kaseya Intelligence, Smart Triage, and AI-driven workflow automation to save thousands of additional service desk hours while improving customer experience. 

Positioned for the next stage of growth 

Having completed the hard work of integrating 15 MSPs into a single operating model, inTEC is now focused on growth. 

The company is targeting 20–30% year-over-year growth while continuing to expand automation, cybersecurity services, and operational efficiencies. 

For Rambridge, the lesson is simple. Organizations that grow through acquisition must prioritize integration early. 

For Satiar, the transformation comes down to two outcomes: “Consolidating into one platform gives us scale, which is great. But it also gives us control.” 

Together, those capabilities have given inTEC the foundation to continue growing while delivering consistent service, stronger cybersecurity and a better customer experience across every part of the business. All based on the Kaseya platform. 

Ready to see how Kaseya can help your business standardize and grow? Book a demo today.