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Find out how UK-based
33-year-old MSP business
Selectgroup broke free from
legacy tools like Datto and
Syncro with SuperOps.ai
2023 CASE STUDY
Here’s how Matthew Fenton, Director of Hull, UK-based MSP Selectgroup, was
able to reduce time spent on critical tasks by 50% and automate a bulk of
recurring tasks by using SuperOps.ai’s unified PSA-RMM to run his entire MSP
operations. With SuperOps.ai powering Selectgroup’s business operations,
Matthew has also ramped up growth plans.
Matthew Fenton
Director of UK-based Selectgroup
SuperOps has given
me time and peace
of mind. That’s every-
thing. That's all I need
CASE STUDY 02
reduction in
customer
phone calls
hours a day
of technician
time saved
reduction in
number of
nights worked
80% 91% 04
CASE STUDY 03
Selectgroup’s technicians have been able to save upto 4 hours a day since moving to
SuperOps.ai
Selectgroup has been able to reduce time spent fielding customer phone calls by 80%
Selectgroup’s director Matthew Fenton has reduced the number of nights he works from
3 times a week to once a month
Selectgroup was not able to use the Datto functionalities they needed unless they shelled
out higher fees. And, what they could access was not working for them.
They evaluated SyncroMSP but were unhappy with what they saw.
Key takeaways:
Company
UK-based Selectgroup is a Managed Service Provider offering IT support to small
and medium businesses.
https://selectgroup.co.uk/
Headquarters: Hull, UK
Key features used:
Remote Monitoring and Management
Remote Desktop Management
Remote Access/Bundled Splashtop
Policy Management
Scripts
04
CASE STUDY
When a young 17-year-old bright-eyed Matthew Fenton joined Hull, UK, based MSP Selectgroup
as an apprentice in 2004, little did he know that in a few years he would take over the running
of the IT Solutions provider. He also didn’t know then that a global pandemic would change
how businesses are run, or that he would be desperate for tech that would give him a breather,
let him take his dog for a walk without any worries of servers not restarting as scheduled, and
allow him to sleep peacefully at night.
But, all that and more has happened since that fateful cold November day when Matthew first
set foot in the Selectgroup office.
Reliable, easy-to-use RMM that works the way it should.
Automations that automate and streamline everyday tasks, especially for monitoring client
assets.
Ability to monitor and manage client assets remotely.
Intuitiveness of the platform that requires no technician training.
What Selectgroup likes most about SuperOps.ai
05
CASE STUDY
Selectgroup started in 1989, the same year that the Streetlife Museum of Transport and the rugby stadium
Craven Park opened in the city. Kingston upon Hull, Hull for short, is a coastal city located on the banks of
the River Hull and has been around since the 12 century. Once famous for its wool trade, almost 95% of the
city was destroyed during the Second World
War. A gritty city, Hull remains a major trading port.
Selectgroup started out offering IT support to local businesses, and remained a small MSP, growing
through word of mouth.
Matthew grew up with the company, picking the tools of his trade on the job. When one of
the founders decided to retire in 2019, Matthew took over as one of the directors.
Breathing
fresh air into
a decades-old
business
06
Selectgroup had built a good, solid, and reliable business, with clients happy with the service they
received. But as with most decades-old companies, Selectgroup too had its “way of doing things” -
a comfortable routine that hadn’t changed in a while.
Matthew, of course, had other plans. He wanted to breathe in some fresh air into the business, update
processes, use new tools, and make it more efficient for itself and for its clients. Then Covid-19 struck, a
technician left, and Matthew and a colleague started working from their homes (Selectgroup has a team
of service techs and programmers, with the two teams supporting each other when needed). The good
news for Selectgroup was that the MSP did
not face any significant customer churn.
But, what the pandemic helped do was enable Matthew to view his business completely stripped down,
at its very basic. “We've learned where we need to build up from,” says Matthew.
CASE STUDY

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Matthew-case-study-v2.pdf

  • 1. Find out how UK-based 33-year-old MSP business Selectgroup broke free from legacy tools like Datto and Syncro with SuperOps.ai 2023 CASE STUDY
  • 2. Here’s how Matthew Fenton, Director of Hull, UK-based MSP Selectgroup, was able to reduce time spent on critical tasks by 50% and automate a bulk of recurring tasks by using SuperOps.ai’s unified PSA-RMM to run his entire MSP operations. With SuperOps.ai powering Selectgroup’s business operations, Matthew has also ramped up growth plans. Matthew Fenton Director of UK-based Selectgroup SuperOps has given me time and peace of mind. That’s every- thing. That's all I need CASE STUDY 02 reduction in customer phone calls hours a day of technician time saved reduction in number of nights worked 80% 91% 04
  • 3. CASE STUDY 03 Selectgroup’s technicians have been able to save upto 4 hours a day since moving to SuperOps.ai Selectgroup has been able to reduce time spent fielding customer phone calls by 80% Selectgroup’s director Matthew Fenton has reduced the number of nights he works from 3 times a week to once a month Selectgroup was not able to use the Datto functionalities they needed unless they shelled out higher fees. And, what they could access was not working for them. They evaluated SyncroMSP but were unhappy with what they saw. Key takeaways: Company UK-based Selectgroup is a Managed Service Provider offering IT support to small and medium businesses. https://selectgroup.co.uk/ Headquarters: Hull, UK Key features used: Remote Monitoring and Management Remote Desktop Management Remote Access/Bundled Splashtop Policy Management Scripts
  • 4. 04 CASE STUDY When a young 17-year-old bright-eyed Matthew Fenton joined Hull, UK, based MSP Selectgroup as an apprentice in 2004, little did he know that in a few years he would take over the running of the IT Solutions provider. He also didn’t know then that a global pandemic would change how businesses are run, or that he would be desperate for tech that would give him a breather, let him take his dog for a walk without any worries of servers not restarting as scheduled, and allow him to sleep peacefully at night. But, all that and more has happened since that fateful cold November day when Matthew first set foot in the Selectgroup office. Reliable, easy-to-use RMM that works the way it should. Automations that automate and streamline everyday tasks, especially for monitoring client assets. Ability to monitor and manage client assets remotely. Intuitiveness of the platform that requires no technician training. What Selectgroup likes most about SuperOps.ai
  • 5. 05 CASE STUDY Selectgroup started in 1989, the same year that the Streetlife Museum of Transport and the rugby stadium Craven Park opened in the city. Kingston upon Hull, Hull for short, is a coastal city located on the banks of the River Hull and has been around since the 12 century. Once famous for its wool trade, almost 95% of the city was destroyed during the Second World War. A gritty city, Hull remains a major trading port. Selectgroup started out offering IT support to local businesses, and remained a small MSP, growing through word of mouth. Matthew grew up with the company, picking the tools of his trade on the job. When one of the founders decided to retire in 2019, Matthew took over as one of the directors. Breathing fresh air into a decades-old business
  • 6. 06 Selectgroup had built a good, solid, and reliable business, with clients happy with the service they received. But as with most decades-old companies, Selectgroup too had its “way of doing things” - a comfortable routine that hadn’t changed in a while. Matthew, of course, had other plans. He wanted to breathe in some fresh air into the business, update processes, use new tools, and make it more efficient for itself and for its clients. Then Covid-19 struck, a technician left, and Matthew and a colleague started working from their homes (Selectgroup has a team of service techs and programmers, with the two teams supporting each other when needed). The good news for Selectgroup was that the MSP did not face any significant customer churn. But, what the pandemic helped do was enable Matthew to view his business completely stripped down, at its very basic. “We've learned where we need to build up from,” says Matthew. CASE STUDY
  • 7. 07 CASE STUDY Selectgroup, which offers a mix of support services from VOIP Solutions to ICT Infrastructure, has about 40 clients. Most are local businesses, some are businesses headquartered elsewhere, with Selectgroup offering support to the local branch office. The clients are mostly small businesses in the manufacturing space, ranging from metal makers to gravestone makers. Some are as small as 10 users, while the large ones can go up to 60 users. While many of his customers are in traditional industries, the way they work and the manner in which businesses operate have changed over the last few decades. Selectgroup’s work was device focused, with PCs running the show; today the user is at the heart of operations. MSPs need to ensure every tech touchpoint used by a user is covered. A vision to create a profit-oriented and modern MSP business
  • 8. 08 CASE STUDY Also, Selectgroup had not traditionally specified hours of support. So there were instances where they had to offer only some support to one client and many hours of support to another, but ended up billing the two clients the same amount. Matthew wanted to revamp all this, using tech as a lever to bring in transparency. In the process, he wants the business to be profit-oriented, ensure time is being saved, and enable customers to upgrade systems, not just for the MSP to make money but also to ensure the customers are working better, are more protected, and Selectgroup can offer more updated support. Efficiency is critical for his plans to get off the ground and find wings. Which is where his tech stack comes in.
  • 9. 09 CASE STUDY Why Matthew zeroed in on SuperOps.ai’s fast, easy-to-use, and reliable RMM When Matthew took over, he immediately started looking at ways to make operations more efficient. Matthew realized that almost his entire time was taken up by server monitoring. He had then implemented Datto for server management.
  • 10. 10 CASE STUDY Matthew tried a few other legacy platforms. “A lot of these other ones (legacy players) are really old products that have just kind of changed over the years but never really changed. They're still the same old product. Maybe, they put a new front end on, but it still is quite outdated,” he says. He was ready for something new. He came across SuperOps.ai at that time and took it for a spin when it was still in beta in 2021. “I liked the idea that this was a new product, built for now. I liked everything about SuperOps.ai, but desktop control hadn’t been built yet. This was a gap for me, but I was told Splashtop bundling was coming up,” recalls Matthew. Without desktop control, he didn’t want to go ahead with the platform. So Matthew continued looking. He tried multiple other options. “I tried SyncroMSP. It kind of said it would do everything, but it absolutely didn't,” remembers Matthew. As Matthew was beginning to feel despondent, serendipitously, the SuperOps.ai support team reached out to him to share the news that Desktop Control (Remote Desktop Management) had gone live. But once I started using Datto I realized if I needed access to all the functionalities I required, I would have to pay a much higher fee and that was beyond my budget. What I had access to was just not good enough. I stopped using Datto, because it put a downer on things. I didn't know where I was going with it. And then I started looking elsewhere, - says Matthew
  • 11. 11 CASE STUDY Matthew and Selectgroup have not looked back since. I immediately signed on to SuperOps. That (Remote Desktop) was the bit I was missing in my operations. I had wanted to roll out desktop level support, but it had been expensive or difficult to roll out earlier. I could have passed on the cost to our customers, which may have or may not have worked. But customers are not really happy taking on the additional cost. Despite that I wanted to roll this out, as I knew desktop control would really help us out, make things easier for us, and enable us to deliver better service to our customers, - says Matthew
  • 12. 12 CASE STUDY SuperOps.ai’s Splashtop bundling at no additional cost has proved to be a gamechanger for Matthew. Faster and better with SuperOps.ai We started rolling out SuperOps.ai (remote desktop management) onto every device that we manage, and because I have desktop support, I can just go straight onto that customer’s PC and then Splashtop straight onto it. It just changed everything. It's so much better and so much quicker. The time I spend on such tasks has reduced by about half, - says Matthew
  • 13. 2023 CASE STUDY He illustrates the difference SuperOps.ai has made with an example. Recently, Matthew had to connect to six computers to make a change in the settings. Before SuperOps.ai, the process was complicated and time consuming. For instance, he would have to connect to the customer server and then from that server he would use the DNC to the local computer, and so on and so forth. Not just that, he would have to call the device users multiple times before he could get his task done. To do a task like this he would have spent at least two hours, most of it on the phone, which meant he couldn’t attend to other tasks or other customers at that time. “With SuperOps, all I had to do was connect to six computers remotely because I could see they were online, then with Splashtop just go and change the setting. And for everyone. I didn't even have to ring them or anything, I just connected to one (device), changed it, closed that and moved on. The user could see I had disconnected and could carry on. Also, I already have all the information I need about the devices through SuperOps, so I know how much RAM they have, so doing my work is just easier,” says Matthew. 13
  • 14. I did all this work leisurely, doing other things in between. Having SuperOps automating so much of my work just frees up my time. I used to have to spend a lot of my time on the phone and I really wanted to get away from that. Now, the time I spend on the phone will be only about 20% of what I used to spend earlier, - says Matthew In the process, Matthew has been able to take customer service up several notches, with customers not having to make calls or follow up, and Matthew being able to preempt issues. Matthew says on an average he and his team have saved 3 to 4 hours thanks to the move to SuperOps.ai. 14 CASE STUDY
  • 15. Let’s now come back to the reason that led to Matthew starting his quest for a reliable tech stack in the first place - automating server management. With SuperOps.ai’s policy management, Matthew was able to create a server group for all the managed servers. With SuperOps.ai, things work the way they should 2023 CASE STUDY 15
  • 16. 16 CASE STUDY “I realized that SuperOps was already managing the general stuff with smart alerts. So, I had to set up alerts only for what was really important for me to keep an eye on. Whereas, for example, with Datto, I kind of said this is a server and this is the server policy and then I go on the next day and I'd have all these alerts about stuff that I don't actually really care about. SuperOps is way better,” says Matthew. Matthew also created policies for cybersecurity, to ensure anti-malware software is installed and updated. “Setting things up did not take long at all. But I was thinking, this is going to take me ages, I'm never going to be able to get this to work properly because of my previous experience with other products. But on SuperOps, I got it set up straight away. Even when I faced issues, I just had to reach out to support to get it sorted immediately. When the month audit rolled out, what I saw was great. I've got confidence in the tech, that it's actually checking everything. Whereas with other products, I didn’t. Once you realize that you don't have trust in your tech it becomes completely pointless. If the software is telling you there is disk space when there isn’t, or you don't get a warning in the morning and the space runs out by lunchtime, then you can't trust that the product as a whole. It is a waste of time,” says Matthew.
  • 17. 2023 CASE STUDY 17 With SuperOps, I do absolutely have that trust that it (policies) is working. And every day I check it and I haven't had any issues and that is brilliant, that I can have that trust. I know if I look on there, all those servers are working, and they've all got space. When SuperOps added scripting, it was very cool. I have added scripts to restart servers and now I do not have to worry about when I should restart servers. I know servers are restarting every two weeks; I don’t even have to look. This was not the case with other tools I used. Thanks to SuperOps, I have stopped working at night a lot and that’s really good. - says Matthew
  • 18. 18 CASE STUDY Earlier Matthew used to be up at night at least 3 times a week. He says now he stays up just 1 night a month for regular, scheduled maintenance work. In fact, sometimes SuperOps.ai works a bit too well! He recalls a couple of recent incidents. He had set up a script to clean up disk space if it ever went below 10%, and for six months he completely forgot about it because he never received any low disk space alerts. “Because of something else, the disk filled up really fast and I had to check it, that’s when I realized that the SuperOps script had been running as it should for six months and I didn’t even have to check even once,” he says. He had another script set up to check servers every morning to see if all the services were running. “On a recent Monday, I saw that loads of services were not running for customers and the script showed that. I realized I had amended the script and missed a comma and that’s why it was causing problems. Until then I didn’t realize that loads of stuff was getting fixed; I didn’t realize the impact of it,” says Matthew.
  • 19. 2023 CASE STUDY Matthew says a key reason he and his team enjoy working on SuperOps.ai everyday is the usability and intuitive nature of the platform. He could dive right in from Day 1. SuperOps.ai makes everyday work and technician onboarding easy 19
  • 20. 20 CASE STUDY From the first time I saw it, I knew exactly what to do straight away. Whereas on other products that I've used before, I'd start doing something, it wouldn’t seem right, and then I would end up kind of down a rabbit hole. I would change a setting, and wouldn’t know what settings were impacted,” says Matthew - says Matthew When a new technician joined the team, the onboarding could not have been simpler for Matthew with SuperOps.ai. He says with legacy PSA, RMM and other MSP tools, he would have to spend time and effort explaining to a newly hired technician what they should be doing and not doing, because a change in one part of the tool could break something in an entirely different part of the tool and the technician wouldn’t even know it. “With SuperOps.ai I just set up their (new technicians) login and sent them to it. That was it. I didn't actually show them anything, the technician just logged straight in and just started using it.
  • 21. 2023 CASE STUDY 21 As new business comes in, the monitoring and remote support is a selling point. We can show our prospective clients that this is how we can monitor their devices and this is how quickly we can connect and solve problems. It definitely makes us look better and more professional, rather than just calling them and fixing it, which was the model before. I think we'll be able to use SuperOps to look like a more professional outfit - says Matthew With a reliable and easy-to-use SuperOps.ai platform at the heart of Slectgroup’s operations, Matthew’s growth plans are finally bearing fruit. Matthew is focusing on providing upgraded and better services for his existing clients. Earlier Matthew and his team were mostly in firefighting mode all the time, working in the business, and fixing things. With SuperOps.ai automating many tasks and enabling Selectgroup to preempt issues that customers face, Matthew has been able to work on the business. “I'm doing more active selling, more active audits of current customers, and providing them a better service, because I've now got more time to do that,” says Matthew. He says thanks to SuperOps.ai he is able to see exactly what systems, computers and software his customers are using, what’s outdated, and what needs to change. He is able to proactively counsel customers on what technology they need to invest in and what systems will require an upgrade soon, so customers can budget for it early. This has helped Selectgroup become an advisor and not just the “IT support guys''. There was no training or anything. This was definitely not the case with the other tools. I would have to tell them don’t do this, don’t click that, because you’d lose something else,” recalls Matthew. Better technology, bigger ambitions
  • 22. 2023 CASE STUDY 22 One of the biggest benefits, which in all honesty Matthew wasn’t even looking for when he made the switch to SuperOps.ai, is the stark improvement in his quality of life. Matthew says before SuperOps.ai, he would have to constantly keep an eye on all the tasks, scripts, policies and activities he would have scheduled, because he just didn’t know if something would work as required or break. Matthew says of his pre-SuperOps.ai days, “I would be working at night because I would be like, better check everything. In the mornings, I would wake up and before I am even out of bed I would start checking something, which would lead to something else and before I knew it I would have spent two hours working, even before I am out of bed.” All this has changed now, and here the SuperOps.ai mobile app has been a key differentiator. SuperOps.ai = peace of mind The app’s been the best thing for me, because I wake up in the morning, and I can just open the app, and I've got an asset group set up for all the servers that I need to monitor. I just need to check if they are online or not, and I know what I need to look at when I get into work. If something’s not working right, I could even fix it right then and there. It is the peace of mind. I am not stressing about things not working anymore. I am not spending hours working first thing in the morning; instead, I can walk the dog Like Matthew Fenton of Selectgroup, if you also want peace of mind and grow your business with a PSA-RMM platform that is unified, built for the cloud, is intuitive, easy to use, and reliable, try us now. Matthew Fenton Director of UK-based Selectgroup
  • 23. Switch to SuperOps.ai for supercharging your MSP growth, effortlessly. Scan to sign up for a demo Scan to start your free trial Get started today.