Sometimes, a manual process just needs a little extra spark to run smoother. TSI Colorado’s quarterly maintenance workflow was effective but relied heavily on manual effort—emails, ticket creation, and reporting. Together, we added automation to simplify their process, saving time and ensuring accurate client reporting. Here’s how we did it.
The Challenge
Before we collaborated, TSI Colorado’s quarterly maintenance involved a lot of hands-on work:
- Creating a project under their own company.
- Generating a ticket for each client.
- Sending email reminders manually—30 days and 7 days before maintenance—by BCC-ing all clients into one email.
While this got the job done, it presented a few challenges:
- Time-Consuming: Manually managing emails and tickets took up valuable resources.
- Reporting Issues: Time logged against the project wasn’t tied back to client agreements, complicating reporting.
It was clear that automation could ease the burden while improving accuracy.
The Solution
To address these challenges, we worked with TSI Colorado to add automation to their manual processes. Here’s how we transformed their workflow:
- Client-Specific Ticket Templates:
- We created ticket templates for each client that automatically generate tickets 30 days before scheduled maintenance. This ensured every client’s maintenance schedule was addressed without manual setup.
- Automated Email Reminders:
- A workflow rule sends a notification email to the client when the ticket is generated, giving them a heads-up 30 days in advance.
- Another workflow rule sends a follow-up reminder 7 days before the scheduled maintenance and moves the ticket to the support board for action.
- Scalable Process:
- Onboarding new clients became easier. All TSI Colorado needs to do now is create a ticket template for the new client, and the automation takes care of the rest.
The Results
By adding automation, we’ve turned a labor-intensive process into a streamlined operation. Now, TSI Colorado can:
- Save Time: The manual work is gone, freeing up their team for more critical tasks.
- Enhance Accuracy: Time is properly allocated to client agreements, making reporting a breeze.
- Simplify Onboarding: The process scales seamlessly as new clients are added.
“Working with Pivotal Crew has been a game-changer for our organization. I literally cannot quantify the amount of time savings we’ve gained with their expert input. One quantifiable example of this is the automation of our quarterly maintenance workflow. When our client list was relatively small, just getting the job done and serving clients was the most important task at hand. At scale, it began to fall apart and we spent too much time trying to get the accurate information from our PSA into our manual flow of work. Our new way of handling quarterly maintenance probably cost us about 4 hours of setup time and has already paid for itself after our first iteration. Dividends from this point going forward will include accurate time reporting when working on quarterly maintenance tickets, onboarding new clients into our process will take just a few clicks, and best of all – we have a single source of truth in our PSA and processes. Pivotal Crew has helped us streamline our operations, allowing our team to focus more on delivering value to our clients. We couldn’t be happier with the results!”
– Jason Huddleston, TSI Colorado
Bring Automation to Your PSA
At Pivotal Crew, we’re all about helping MSPs optimize their PSA workflows. If you’re ready to add automation and efficiency to your processes, let’s chat. Together, we’ll make your workflows work harder for you!