Orchestrate Technologies, a global Managed Service Provider (MSP) serving professional services, healthcare, and manufacturing sectors, has significantly enhanced its operational efficiency using Syncro XMM. By integrating Remote Monitoring and Management (RMM), Professional Services Automation (PSA), and Microsoft 365 multi-tenant management, the company achieved a 43% reduction in ticket handling time and a 77% decrease in SLA violations, all while improving technician utilization and customer satisfaction.
Orchestrate Technologies reduced ticket handling time by 43%, from 42 to 27 minutes.
SLA violations dropped by 77%, from 8.2% to 1.9%, ensuring better compliance.
Technician utilization improved from 63% to 78% without additional staff.
Onboarding timelines shortened by 30%, enhancing client experience.
First-time fix rate rose from 68% to 82%, boosting service reliability.
Syncro XMM unifies RMM, PSA, and Microsoft 365 management for streamlined MSP operations.
Orchestrate Technologies adopted Syncro XMM to consolidate its core operational tools into a single platform. This unified approach eliminated tool sprawl, enabling the MSP to standardize documentation, automate workflows, and streamline project management. The result was a significant boost in operational efficiency, allowing Orchestrate to scale its services without increasing headcount. The platform’s integration with Microsoft Secure Score, Defender Antivirus, and Entra ID further enhanced security and compliance monitoring, critical for clients in regulated industries like healthcare.
The implementation of Syncro XMM led to quantifiable improvements across Orchestrate’s operations. Ticket handling time dropped from an average of 42 minutes to 27 minutes, a 43% improvement, allowing technicians to resolve issues faster. SLA violations decreased from 8.2% to 1.9%, a 77% reduction, ensuring better adherence to client agreements. Additionally, technician utilization rose from 63% to 78%, enabling the team to handle more work without additional resources. Onboarding timelines were cut by 30%, and the first-time fix rate improved from 68% to 82%, enhancing client satisfaction.
“Syncro XMM has been the linchpin of our growth strategy,” said Vincent Williams, CEO and founder of Orchestrate Technologies. “It allows us to scale without adding overhead, serve clients faster and keep pace with industry changes. Our technicians now have the tools and clarity to focus on meaningful work rather than repetitive tasks, which has improved morale and strengthened client relationships.” This focus on scalability and technician empowerment has positioned Orchestrate to meet growing client demands efficiently.
Michael George, CEO of Syncro, emphasized the platform’s impact: “Orchestrate’s success with XMM shows exactly what this platform was designed to do. It helps MSPs reduce operational complexity, improve service quality, and grow profitably. By unifying RMM, PSA, and Microsoft 365 management, XMM enables MSPs to scale more efficiently while delivering better results for their clients.” Syncro XMM’s design prioritizes simplicity and integration, making it a powerful tool for MSPs aiming to optimize operations.
Syncro XMM’s ability to unify critical MSP functions has proven transformative for Orchestrate Technologies. By reducing ticket handling time, minimizing SLA violations, and improving technician efficiency, the platform has enabled the MSP to deliver superior service while scaling operations. As businesses increasingly rely on MSPs for IT management, solutions like Syncro XMM are setting a new standard for operational excellence and client satisfaction in the industry.
Syncro offers the first Extended Monitoring and Management (XMM) platform purpose-built for midsized MSPs and internal IT teams. The unified platform integrates RMM (endpoint management), professional services automation (PSA), and Microsoft 365 multi-tenant management to help organizations simplify operations, strengthen security, and scale profitably.
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