Autotask Customer and Success Stories

Autotask Customer and Success Stories - NGEN

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Spotlight: NGEN

With Autotask, NGEN Captures More Billable Time: 1,000 Hours a Year

COMPANY PROFILE

NGEN is an IT services firm helping small to mid-sized businesses get the most from their computer, telephone and Internet technology. The company takes a face-to-face hands-on approach to keeping clients' systems stable and secure by providing quick, friendly and professional service at the customer location. Specializing in Networking, Security, Relocation and Hosting services, NGEN helps small businesses reach their full potential.

BUSINESS CHALLENGES

NGEN is confronted by the same challenges that face so many IT service companies. These include capturing the time NGEN engineers spend servicing clients, tracking profitability and costs associated with projects and services, and ensuring client satisfaction by making certain field engineers get assignments in a timely fashion. Another key concern is accurately invoicing clients with sufficient detail so that billing questions are minimized. In addition, because NGEN's clients are spread throughout Maryland, Virginia, and the District of Columbia, at year-end tax time, NGEN needs to break out revenue and cost by geographic location.

THE AUTOTASK SOLUTION

As a web-based solution, Autotask allows NGEN engineers to enter their time and details about the work they completed from wherever they are - in the office or at a client's location. Engineers can also pick up new service tickets from any location with web access. Autotask also helps NGEN management to understand how the workload is spread among the engineers so that new assignments are appropriately distributed.

At a moment's notice, NGEN management can use Autotask to see how much billable work has been done at any point in a month and where they stand with regard to block hour contracts. NGEN managers also use Autotask project management capabilities to control larger projects, which is extremely helpful, since the NGEN technical team spends 75% of its time working service tickets, and team members have to switch between service and projects.

NGEN's business manager uses the time and work detail information captured in Autotask to prepare invoices that include all the time that has been billed to a particular client and the description of the work that was done. Finally, at year end, Autotask is used to run a massive report that details revenue and cost by geographic area. With NGEN serving three different taxation areas, this information is critical for NGEN's accounting firm.

IN THEIR OWN WORDS...CLIENT COMMENTS

Jamie Kustak, business manager of NGEN, says, "Because of Autotask, we are capturing more billable time - at least two hours per week per engineer. That's over a thousand hours a year. That alone easily pays for Autotask."

"Autotask has given us a much better understanding of the workload and how it breaks out by engineer. We get a real basic gut check of who's swamped and who has bandwidth."

"Before Autotask, it was extremely difficult to do accurate costing, let alone do it on a geographic basis. Now we have a much better handle on what projects cost from a labor standpoint and where the work was done."

"The billing detail that Autotask allows us to include heads off problems and starts conversations early, so we can resolve any issues."

"Autotask puts more powerful information at our fingertips. It takes less time to research and answer a question. It improves client relationships."