Innovate IT, a leading Managed Service Provider (MSP) based in Cape Town, South Africa, has experienced remarkable growth and success in the past few years. According to Raymond Maronga, the Help Desk Manager of IT, Atera has played a crucial role in their business operations and the value it has brought to Innovate IT.
Boosting efficiency and resolving tickets faster
With over 2,300 supported endpoints, Innovate IT caters to a wide range of clients, mostly small businesses. Their team of 21 technicians relies on Atera’s comprehensive platform to streamline their IT support processes and deliver exceptional services to their clients.
“The magic happens once the client installs the Atera agent,” according to Maronga. Atera generates comprehensive reports that shed light on nonconformances in the client’s technological environment, such as outdated patches and disk drive issues. These reports act as eye-openers for clients, making it clear that Innovate IT services are essential for addressing these challenges and ensuring optimal performance.
Maronga notes the significant impact Atera has had on their operations. With Atera’s user-friendly interface and powerful features, the team can now handle and resolve tickets with remarkable speed, resulting in a 50% acceleration in ticket resolution. This impressive improvement has not only enhanced their productivity but has also left a lasting impact on their clients.
Leveraging Atera’s AI capabilities to work smarter
Atera’s AI-powered assistant has revolutionized Innovate IT’s ticket management capabilities. Acting as an intelligent co-pilot, this innovative tool analyzes incoming support tickets, provides a concise summary of the issue, suggests potential solutions, and even recommends a written response. Additionally, technicians can leverage this feature to generate scripts and apply automations, streamlining issue resolution. Thanks to the AI assistant, Innovate IT has experienced a remarkable decrease in the number of open tickets. Previously dealing with a staggering 80 tickets daily, they now handle a mere 35-40 tickets. This significant reduction allows the team to concentrate on delivering timely and effective support to their customers.
Ensuring a satisfactory support experience
In the dynamic realm of IT support, delivering the right response to client needs is crucial. Maronga acknowledges the significance of efficient communication and highlights how Atera’s intuitive platform has optimized their client support process. “Atera has provided us with a seamless communication process, allowing us to address client needs effectively,” explains Raymond. “With Atera’s suggested solutions, we can promptly and efficiently resolve client issues, ensuring a smooth and satisfactory support experience.”
This seamless integration of Atera into Innovate IT’s daily workflow has become second nature for their team. It significantly reduces the time spent deciphering client needs and crafting appropriate responses. By leveraging Atera’s intelligent suggestions and solutions, Innovate IT can effectively address client issues, ensuring a satisfactory support experience.
Enhancing security with Atera’s App Center
With Atera’s seamless integration, Innovate IT can efficiently safeguard their clients’ systems. The ability to deploy Webroot and Bitdefender add-ons ensures that clients’ networks remain protected from potential threats, reinforcing Innovate IT’s reputation as a trusted MSP.
By leveraging Atera’s powerful platform and the integration of these partner add-ons, Innovate IT can provide their clients with a comprehensive security solution. This seamless combination optimizes their ability to offer robust protection, giving clients peace of mind and solidifying Innovate IT’s position as a leading provider of managed IT services.
Through their partnership with Atera, Innovate IT has unlocked a new level of security, enabling them to deliver exceptional services while keeping their clients’ systems safe and secure.
Innovate IT has achieved remarkable efficiency and superior IT support through their partnership with Atera. With Atera’s powerful platform, they have experienced accelerated ticket resolution and enhanced communication processes. The integration of partner add-ons has also allowed them to deliver advanced security solutions. Innovate IT’s collaboration with Atera has resulted in increased efficiency, superior support, and a solid foundation for future growth.