Syncro XMM Improves Efficiency and Customer Satisfaction for Orchestrate Technologies

Orchestrate Technologies improved operational efficiency, technician productivity, and customer satisfaction using Syncro XMM. The company reduced ticket handling time by 43%, cut SLA violations by 77%, and increased technician utilization without adding headcount. Syncro XMM unified Remote Monitoring and Management (RMM), Professional Services Automation (PSA), and Microsoft 365 multi-tenant management into a single platform, allowing Orchestrate to scale without adding overhead and serve clients faster.

Orchestrate Technologies, a leading Managed Services Provider (MSP) serving professional services, healthcare, and manufacturing clients worldwide, has significantly improved its operational efficiency, technician productivity, and customer satisfaction by implementing Syncro XMM™. The company achieved notable improvements in ticket handling time, SLA violations, and technician utilization without adding headcount [1].

Orchestrate Technologies adopted Syncro XMM to consolidate its Remote Monitoring and Management (RMM), Professional Services Automation (PSA), and Microsoft 365 multi-tenant management into a single, integrated platform. This unified approach has enabled Orchestrate to streamline its operations and scale more efficiently [1].

Key results include:
- Ticket Handling Time: Reduced from an average of 42 minutes to 27 minutes, representing a 43% improvement.
- SLA Violations: Decreased from 8.2% to 1.9%, resulting in a 77% reduction.
- Technician Utilization: Increased from 63% to 78%.
- Onboarding Timelines: Shortened by 30%.
- First-Time Fix Rate: Improved from 68% to 82%.

Vincent Williams, CEO and Founder of Orchestrate Technologies, highlighted the strategic importance of Syncro XMM. "Syncro XMM has been the linchpin of our growth strategy," he said. "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" [2].

Syncro XMM's integration with Microsoft Secure Score, Defender Antivirus, and Entra ID helps MSPs strengthen security, automate compliance monitoring, and streamline multi-tenant management. The platform reduces tool sprawl, simplifies operations, and enables MSPs to expand without proportional increases in labor costs [2].

Orchestrate Technologies' success with Syncro XMM underscores the potential of unified platforms to enhance operational efficiency and drive growth in the MSP sector. The company's ability to deliver improved services while maintaining high standards of customer satisfaction is a testament to the effectiveness of its strategic partnership with Syncro.

References:
[1] https://syncromsp.com/why-syncro/customer-stories/orchestrate-technologies/
[2] https://www.businesswire.com/news/home/20250819422927/en/Orchestrate-Technologies-Improves-Ticket-Handling-by-43-and-Reduces-SLA-Violations-by-77-with-Syncro-XMM