|
Case Study: Extremely Productive
Efficiency
The Challenge
Too much work? Not enough people? For Roswell, Ga.-based Extremely Productive, scoring more business when there’s already plenty on the plate isn’t some crazy sales goal, it’s sport. The six-person shop, which specializes in helping businesses leverage technology to realize improved efficiency, thrives on doing more with less. After all, it’s what they do. So when they learned one of their customers would nearly triple in size because of an acquisition, they knew that even with their stellar efficiency they’d better further tighten their game – and quick.
In reality, the situation wasn’t all that unusual for many small firms supporting other small businesses. The good clients sometimes get acquired, creating a whole new set of challenges ranging from disparate systems and IT demands to new management and constrained budgets. For most, it means a 50-50 shot between retaining the business and seeing it walk. For Extremely Productive President Josh Ovett it meant game on.
“Extremely Productive is a results-based consulting firm. Unlike a lot of people in the software industry who have a product looking for a problem, we basically figure out what the problems are and then tell leadership how to fix it,” said Ovett. “So when this much bigger business took over, we knew we had an opportunity to shine because we knew the landscape. Their internal teams didn’t.”
What they didn’t know was that they had less than two weeks to scale support from 65 to 170 users – over the Christmas holiday. That’s when they turned to ConnectWise.
The Solution
Within the first week this new, larger client generated more than 150 service tickets. Normally that might have been a problem, but only weeks prior, Extremely Productive had implemented ConnectWise to fully automate many of their IT systems. The change enabled Ovett and his team to more efficiently track and respond to service tickets through automated processes that triggered each member of the team in the order and priority assigned. Ovett also leveraged the ConnectWise Client Portal to show the client a vast array of account-specific reports that very clearly demonstrate how quickly and efficiently Extremely Productive was turning around issues. Basically, they were able to instantly document and improve metrics and even with the increased volume, nothing fell through the cracks.
The Results
“When this new company first acquired our client, we were told we were there to help sunset the operation,” reflected Ovett. “Instead, with ConnectWise’s help, we were able to easily outperform their existing teams – and it showed. Immediately. In just a few short weeks we’d completely changed the acquiring firm’s perspective on the situation so much so that they not only acknowledged our capabilities were much better than theirs, they more than doubled the number of users to 400 and threw a bunch more business our way.”
|