TechPath is Brisbane’s largest IT support and managed service provider – they had seen 20-30% growth in 2020, and were continuing on that trend. The challenge became how to manage that growth by preserving profitability while continuing to build their industry-leading customer satisfaction and customer retention metrics. To support these goals, they adopted Cognition360’s customer dashboards, which provided account managers with all the data they needed when interacting with customers:  progress against budget, analysis of spend over the past 12 months, number of tickets per user, and ticket resolution times compared to industry benchmarks.

“With Cognition360, we’re already getting great bottom line benefits from increased visibility and timeliness. Before, I’d spend about two days each month building reports on my two most important metrics: Agreement Profitability and Staff Profitability. Now the whole process takes a couple of hours, or less.”

Dan Rutter
Service Manager
TechPath

With strong growth came a number of challenges for Managed Solution, especially in supporting interstate customers in the Enterprise space exceeding 50,000 seats. Commission structures were complex, costly, and inaccurate – getting actionable insights based on accurate data was a particular problem. They had been using BrightGauge since 2008, but the data was incorrect and they couldn’t dive in and drill down to find the anomalies. So, they implemented Cognition360. 

“We’d spent a year struggling to fix this problem. In just a week, we worked with Cognition360 to develop a single report which has streamlined the whole process. Now our commissions are accurate. What used to take hours every Monday is now done automatically and accurately. We’ve been able to switch from an external accounting company and bring everything in house. From that one Cognition360 report, we’ll save around $100,000 a year from not overpaying commissions, and in external accounting costs.”

Jennell Mott
Chief Operations Officer Managed Solution

AZTech IT had grown to offer a full range of IT services supporting SME customers. As services and staff grew, AZTech was increasingly frustrated by their inability to extract critical data out of ConnectWise – particularly more detailed info on utilization of their techs and the profitability of customer agreements. They had good dashboards, but couldn’t get trend and historical data using BrightGauge. So, they set up Cognition360’s Team Utilization and Agreement Profitability reports.

“Cognition360’s people have been just brilliant. They are quick to respond and go a step beyond to help us see what we need to see and give us what we need to improve our business. The service and the people are fantastic and we’re really happy.”

Sean Houghton
Commercial and Operations Director AZTech IT Solutions

RFA had used ConnectWise as its PSA for many years. They developed ad-hoc reporting on an as-needed basis. But, as the business grew, they realized that to develop a comprehensive set of operational, financial, productivity, and project management reporting across the entire company, they would need “an army of business analysts to work on it!” Then, they found Cognition360.

“Cognition360’s reporting covers a wide range of parameters – KPIs and metrics – across our different departments. We rely on this very heavily. The productivity and utilization reporting drives not just the KPIs for tech utilization but also drives our hiring decisions, and our expansion decisions. C360 reporting is very deeply integrated into the company’s operations.”

Grigoriy Milis
Chief Technology Officer
RFA