Hyperactive IT, a Sydney-based managed services provider, implemented Autotask to improve ticket management and tracking due to inefficiencies in their previous manual practices. The transition resulted in increased billable hours and operational efficiencies within the first week, with ongoing benefits noted by managing director Anthony Bonomini. Autotask not only enhanced their processes but also drove the company towards more professional work practices that have contributed to their success.

1. CASE STUDY
MSP ACHIEVES ROI IN FIRST WEEK
OF AUTOTASK IMPLEMENTATION
At A GLANCE
The Company
Hyperactive IT is a Sydney-based hardware and managed
services provider with experience providing expert advice to
business, home office and personal customers. Hyperactive IT
is a Microsoft Registered Member.
Before
»»
Needed a better system to raise tickets and track progress
»»
Manual practices were falling short of expectations as the
business grew
»»
Old job ‘habits’ needed to be replaced with more accurate
systems
After
»»
Capturing more billable hours every week
»»
Efficiencies and revenues increased in first week
and are on-going
»»
Autotask implementation drove better work practices across
“One of our major issues was finding the time to record all
aspects of each job. When you are busy, you can often forget
details that become important later, so we wanted a system
that would make it easy for each of us to log our time, update
our records and ensure that customer project files were up to
date,” said Bonomini.
The Results
As soon as the company implemented Autotask, they
discovered that they were capturing more project management
information and, most importantly, more billable hours.
“In the very first week after getting our staff up to speed with
the Autotask system, we found we were up on billable hours
from previous weeks, and this situation has continued to today.
So, in a sense, I can say that Autotask paid for itself in the very
first week,” said Bonomini.
Bonomini believes that the benefits of Autotask software go
well beyond the technology.
all aspects of the business
CHANGE NEEDED TO ADD STRUCTURE AND BETTER SYSTEMS
IN A TIME OF GROWTH
In 2012, Hyperactive IT’s managing director, Anthony
Bonomini, decided to investigate the implementation of
business management software to better raise tickets, track
progress and provide reports on all client engagements.
“We knew we needed more efficient work practices and
systems to better service clients and ensure we were capturing
and billing all of our applicable hours. We looked at a large
number of offerings, undertook a considerable amount of
research and asked a lot of questions before deciding to go
with Autotask,” said Bonomini.
With a staff of six, and customers across a broad cross-section
of SMB industries, Hyperactive IT needed to have actionable
intelligence across a large number of jobs at any one time.
Corporate Headquarters
East Greenbush, USA
T + 1 518 720 3500
www.autotask.com
©2013 Autotask Corporation
International Headquarters
London, England
T +44 20 3006 3147
“As soon as we implemented
Autotask we found that it
actually drove us towards
better and more professional
ways of working.”
Anthony Bonomini, Managing Director
“What we have discovered is that we previously had work
practices that had become habits that, while we were
comfortable with, were not necessarily the best way of
managing our business. As soon as we implemented Autotask
we found that it actually drove us towards better and more
professional ways of working. It actually teaches you how to
institute better practices and process, and these are now core
to much of our success in both a customer relationship and
profitability sense,”
said Bonomini.
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Sydney, Australia
T +61 2 8103 4001
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