Autotask Customer and Success Stories

Autotask Customer and Success Stories - Alpheon Corporation

Use CRM? Write a review

Spotlight: Alpheon Corporation

Alpheon Boosts Profits with IT Services Management Solution

COMPANY PROFILE

Alpheon Corporation is a Managed Service Provider (MSP) that designs, deploys, maintains and monitors systems for companies with a business-critical dependence on technology. From remote monitoring of IT systems to VoIP systems to managed security services, Alpheon brings together experienced professionals, superior customer service and test-proven processes to meet its clients' needs. This approach ensures that Alpheon's clients can rely on technology as a strategic resource to operate and grow their businesses. Alpheon has the resources required to ensure that clients systems run properly, operate smoothly and integrate appropriately. Clients enjoy peace of mind knowing that Alpheon is accountable for the management of their business-critical technology.

BUSINESS CHALLENGES

About two years ago, Greg Donovan, President of Alpheon, realized the company had a problem. "We didn't have a technical problem," he says. "We had a communications problem. We already knew how to run projects, but we weren't communicating well with our clients. There wasn't a single point of contact where customers could find out what was going on."

One of the keys to the predicament was the fact that Alpheon was using several different standalone systems with very limited integration - standalone timekeeping, standalone project management, standalone help desk, and so forth -to run the company. As a result, when customers asked questions, it was difficult for the Alpheon team to respond quickly with accurate answers. In addition, billing clients at the beginning of each month was often a protracted process for Alpheon, often consuming as much as a full man week to complete.

Donovan says, "So we undertook a project for ourselves to determine what platform we were going to use to run the company and communicate with our customers. After an exhaustive evaluation process, we selected Autotask."

THE AUTOTASK SOLUTION

Autotask has become "information central" for Alpheon. Many of the company's internal management systems have been migrated to Autotask. Sales uses Autotask for CRM; accounting uses it for billing systems, and all projects and any customer work, including trouble tickets, are now managed using Autotask.

Alpheon Corporation is now "dramatically more efficient," thanks to Autotask. Clients can log into Alpheon's Autotask web portal and answer their own questions, which they do most of the time. If a client calls one of the Alpheon team, usually a question can be answered within just a few moments. This process saves an enormous amount of time for Alpheon team members and produces greater client satisfaction.

Billing, which previously would take 24 to 40 hours at the beginning of each month, is now completed in less than one day. What makes this especially remarkable is that since Alpheon began using Autotask, the company's top-line revenue has increased more than 100% and the number of clients has increased more than 100%, yet billing is completed in just a fraction of the time it once required.

Autotask provides additional efficiency because it integrated flawlessly with Managed Workplace from Level Platforms, the solution that Alpheon uses for their Managed Service platform.

The biggest single impact has been in project management. Since it began using Autotask, Alpheon executed a Voice over IP Telephone system project for a major university-associated corporate training firm that serves Fortune 500 companies. The project involved extensive work in locations throughout the United States and involved several subcontractors. The project went flawlessly, thanks to the skill of the Alpheon team and the tools that Autotask gives them.

IN THEIR OWN WORDS CLIENT COMMENTS

Greg Donovan, President of Alpheon Corporation, says, "Autotask gives us the power to be dramatically more efficient. With Autotask, we're able to spend more time on the business, rather than running the business."

"We use Autotask to manage all of our project work. While it is less than a majority of our business, the impact is substantial. We've found that a well-managed project leads to a well-managed, satisfied customer."

"We have substantially more billing to do, yet now we can do it in less than a tenth of the time it took before. It makes me smile to see that, by the end of the first day of the month, all the invoices are out."

"Managed services account for about 90% of our business. Autotask integrates with Level Platforms 'out of the box.' When an alert comes out of Level Platforms, it goes into Autotask. All of our SLA management is done using Autotask work rules inside the system. For us, it's an incredible solution."

"Time and again, we've seen that bringing in technology is all about reducing pain and creating efficiencies for our clients. In this case, Autotask has reduced our pain. It's made us more responsive to our clients, more efficient, and more profitable."