Technology & SaaS
40% Faster Ticket Resolution Across 60 Client Organisations
A managed IT provider serving 60 businesses had no structured intake for support requests. SLA reporting was a two-day monthly exercise and clients had no visibility into their own tickets. We built a multi-tenant portal. Ticket resolution improved 40%.
What We Were Solving
The MSP served 60 businesses ranging from 5 to 200 employees. Support requests arrived by email and phone with no structured intake. The team manually categorised, prioritised and assigned tickets. SLA reporting was a monthly spreadsheet exercise that took two days. Clients had no visibility into open tickets, response times or their SLA compliance. Billing was manual and clients frequently disputed charges because they could not see the work performed. The lack of self-service meant that password resets, a 5-minute task, consumed 15 percent of the helpdesk capacity.
Our Strategic Approach
We built a multi-tenant portal where each client organisation has their own dashboard. Users submit structured support requests with automatic categorisation and priority routing based on SLA tier. A knowledge base handles common issues like password resets through guided self-service. Real-time SLA dashboards show each client their response times, resolution rates and open tickets. Monthly billing is generated automatically from ticket data and time tracking with full transparency into work performed. The internal helpdesk view provides cross-client workload management and technician utilisation metrics.
Deliverables
- Multi-tenant portal with organisation-specific dashboards
- Structured ticket intake with auto-categorisation and routing
- Knowledge base with guided self-service for common issues
- Real-time SLA compliance dashboards per client
- Automated billing from ticket data and time tracking
- Internal helpdesk with cross-client workload management
- Technician utilisation metrics and capacity planning
- Client onboarding workflow with branded portal setup
Project Timeline
Service Model Analysis
Documented SLA tiers, categorisation rules, routing logic and billing structures across all 60 accounts.
Portal and Ticketing
Multi-tenant portal, ticket system, auto-categorisation, SLA tracking and knowledge base.
Billing and Internal Tools
Automated billing, time tracking, helpdesk dashboard, technician metrics and capacity planning.
Client Onboarding
Portal setup for 60 organisations, user provisioning, client training and phased activation.
Measurable Results
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