The Challenge
Located in Harrogate, Integral IT have over ten years experience proving ‘always-honest’ IT support.
Integral IT faced several challenges with their previous PSA software.
The team struggled with time-consuming implementation and configuration tasks, which led to operational inefficiencies. They also experienced change fatigue and were eager to break free from the bad habits ingrained in their old systems.
“We had always used one of the big PSA platforms, but the system was clunky and underdeveloped.
Billing was inaccurate, and financial reporting was weak. We knew we needed to adapt and change to meet the demands of the modern marketplace.”
Simon Park, Managing Director.
The Solution
Integral IT had clear and focused goals for their PSA migration, which were essential to improving their operations:
- Swiftly implement a new PSA system to replace the outdated one
- Optimise the new PSA system for peak efficiency and performance
- Improve service delivery by streamlining processes and increasing visibility
- Enhance customer satisfaction by providing faster, more accurate service
“Our current setup had inefficiencies, particularly with billing and integrations. We felt that, in today’s market, we could be doing much more.
With our contract nearing its end, it was the perfect time to make the switch to a new PSA.”
Olivia Payne, Operations Manager.
Strategy
To facilitate Integral IT’s transition to a more advanced PSA system, we conducted an in-depth scoping session to assess their requirements, allowing us to develop a tailored framework for the new software.
Our team took on the heavy lifting of setup and configuration, saving Integral IT over 40 hours of valuable time and resources.
“Scalable’s expertise and support were instrumental in our PSA system migration. From planning to implementation, they provided invaluable guidance, ensuring a seamless process.
What stood out most to me about Darren and the Scalable team is that they truly understand how MSPs work – they know our pain points and what we’re trying to achieve.
Now, with everything in one place, we have clearer visibility across billing, assets, and licensing, along with a much better view of what’s happening on the service desk and within projects.”
Jonathan Edwards
Managing Director, Integral IT
Key Outcomes
Achieved a 12% improvement in SLA performance and a 27% reduction in escalations.
Consolidated billing, asset management, and licensing for better visibility and efficiency.
Saved 40 hours of time with the setup and configuration of their PSA.
Transition was completed off-peak ensuring minimal disruption to business operations.
“Despite the challenges they faced with their previous PSA, Integral IT’s commitment to improving their operations and service delivery was evident.
Their team’s dedication and openness to adopting new processes allowed us to seamlessly implement a more robust PSA.
With a streamlined PSA, they now deliver faster response times, more accurate data reporting, and improved service delivery – all without the need to hire additional staff.”
Darren Strong
Managing Director, Scalable
Learn how we saved Integral IT over 40 hours of valuable time and resources in their PSA migration.
- Learn how a 12% improvement in SLA performance and a 27% reduction in escalations were achieved.
- Find out how consolidated billing, asset management, and licensing improved visibility and efficiency.
- See how they achieve faster responses, more accurate data, and improved service delivery without increasing team size.
