The Problem

Mirus IT is a leading UK MSP , but despite their success, Managing Director Paul Tomlinson recognized that the state of their documentation was in need of some improvement. “We had limited structure and the documentation we had was only partially complete for some clients. But we didn’t have the ability to view the gaps until we needed the data,” he recalls.

This not only made customer service a challenge, but was affecting the company’s growth prospects. “The incomplete state of our documentation meant it was more difficult for new engineers to get up to speed and also meant our cost of delivery was high.”

The Solution

Paul had considered different ways of addressing these issues. Enter IT Glue. “It was a new tool, but we’re always receptive to new tools that can help our business.” That IT Glue was integrated with Mirus’ PSA made it an easy decision.

“It was a bit like standing at the bottom of a mountain at first, but we spread the work out over a few months and we were able to get everything documented with just our techs taking a little bit of time when they could.”

“Our staff did not require too much training – you can tell the product is built with IT techs in mind.” Paul also has praise for the Partner Success team at IT Glue. “They were able to work with us the entire way and iron out any wrinkles in the process. It made us feel good, too, knowing that IT Glue was as committed to our success after the sale as they were before.”

The Results

Now that IT Glue is a core operational tool at Mirus, Paul’s managers are now able to track the state of documentation, using engagement statistics provided by the app. Nearly every user actively uses the system on a daily basis. Onboarding times have been reduced for both techs and clients.

Mirus is also thinking about how IT Glue can help them meet their strategic objectives. “We feel that we can reduce the time we are spending with each client by around 20%. That would save us £120,000 per annum. We feel that IT Glue can be a big part of our ability to achieve this target in the coming year.”