Think Cloud

Read our case study on how Scalable MSP helped Think Cloud with their service desk processes and a plan for future growth…

It was by accident, that Think Cloud took up Scalable MSPs services. Darren Strong, founder of Scalable MSP was facilitating at an Evolve peer group event. During downtime Darren was working on his own MSP and configuring the Connectwise platform.

Scott, co-founder and CEO of Think Cloud asked Darren what he was doing, and he very quickly realised that Darren knew the Connectwise platform inside out.

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Service Desk

Darren and his team helped to configure the reporting side of the service desk. We needed more detailed reporting so we could see where we were spending time on each ticket. Darren’s put processes in place so we can bring a junior tech in and the system will follow the process and tell the junior tech what to do. This will standardise our service operations and create efficiencies.

This will also enable a new junior tech to start taking calls and logging tickets from day one. This cuts out six months of training, so it’s really benefitted us as a business but also our staff as they are learning on the job straightaway.

Darren often talks about the ‘Big Mac Effect‘ which is all about processes and efficiencies. Ensuring businesses are as efficient as possible and providing the best in class service.

Strategy

When Scalable MSP and Think Cloud initially met, Darren carried out an audit of the business, the vision, systems, staff, expenditure etc. He then provided Scott with a roadmap and a 12 month plan.

Scott also adds “Darren is a great sounding board. I will often have an idea and run it by Darren. If it’s a good one, Darren will get it done with ease and speed.”