Repacorp, a national manufacturing company, has built its reputation on reliability, speed, and high-quality labeling solutions. As the business grew, so did the complexity of its IT environment. To support that growth without overextending resources, Repacorp turned to Atera as a long-term technology partner.
With Atera, Repacorp streamlined IT operations, reduced manual workload, and empowered its lean IT team to focus on higher-value initiatives, without compromising service quality.
“Our goal is to deliver secure and efficient IT environments that are both affordable and reliable for our clients. Thanks to Atera, we can do that profitably.”
Supporting a growing business with a lean IT team
Repacorp is a US-based manufacturer specializing in custom labeling and packaging solutions. As a family-owned business with decades of history, the company combines operational excellence with a strong focus on customer service and innovation.
Behind the scenes, IT plays a critical role in keeping production systems, business applications, and employee workflows running smoothly. With a lean IT team responsible for supporting the entire organization, maintaining efficiency and responsiveness is essential.
As the company expanded, so did the volume and complexity of IT requests. Supporting both office staff and production environments meant balancing day-to-day troubleshooting with long-term infrastructure improvements, all without increasing headcount.
The challenge
Scaling IT without scaling headcount
Repacorp’s growth created increasing pressure on IT to deliver faster support while maintaining high service standards. Like many small IT teams, they faced the challenge of managing a growing ticket volume alongside ongoing operational responsibilities.
Key challenges included time-consuming manual troubleshooting, limited visibility into issues before engagement, and the constant need to prioritize reactive support over strategic initiatives.
“We needed a way to be more efficient without burning out the team or adding more people,” Patterson explained.
The team was looking for a solution that could simplify IT management, reduce repetitive work, and introduce automation in a meaningful way, without adding complexity.
Incoming: Robin by Atera
Automating the first line of support
To address these challenges, Repacorp implemented Atera’s Robin as a first line of support.
Robin acts as an autonomous AI agent that can instantly respond to tickets, gather context, diagnose issues, and resolve common requests without technician involvement. For Repacorp, this meant offloading a significant portion of repetitive, low-complexity tasks that traditionally consumed valuable time.
“It takes care of the small stuff that used to slow us down,” Patterson said. “Things that don’t need a human, but still needed to get done.”
By handling routine issues autonomously, Robin allows the team to focus on more complex and strategic work. Tickets that do require escalation arrive with richer context and pre-diagnosed information, making resolution faster and more efficient.
The result is a smoother workflow for IT and a better experience for employees, who benefit from faster response times and reduced downtime.
Outcome / Results
Driving efficiency and enabling strategic focus
Since implementing Atera and Robin (white-labeled as Rita), Repacorp has seen meaningful improvements across IT operations:
Operational efficiency
- – Significant reduction in time spent on repetitive, manual tasks
- – Faster ticket triage and resolution with pre-diagnosed issues
- – More streamlined and centralized IT management
IT team experience
- – Less time spent on low-value work
- – Reduced workload pressure on a lean team
- – More capacity to focus on strategic initiatives and improvements
End-user experience
- – Faster response times and quicker resolutions
- – Reduced downtime and improved productivity
- – More consistent and reliable support experience
Conclusion
For Repacorp, Atera is more than an IT management platform. It’s a force multiplier for a small but highly effective IT team.
By introducing autonomous support through Robin, the company has built a scalable IT model that grows with the business, without increasing complexity or headcount.
“Atera gives us the ability to stay efficient, stay responsive, and keep moving forward as the business grows,” Patterson said.
By combining automation with human expertise, Repacorp has positioned IT not just as a support function, but as a key enabler of business success.
