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Autotask helps Datrix improve customer service and reduce reporting burden

Autotask Corporation, the world’s leading provider of hosted IT business management software, last week announced details of how its customer Datrix, a UK provider of IT business solutions had improved customer service and profitability.

Established in 1994, Datrix provides end-to-end business solutions and consulting services to both the private and public sectors in the UK. The firm had struggled to grow its helpdesk systems due to limited integration across messaging platforms and inefficient systems for tracking and reporting contracted hours.


Since implementing Autotask, Datrix has noticed major improvement in its business and client relationships. “We’re now logging 60% more calls,” explains Desiré Cilliers, Service Manager at Datrix, “As well as increasing our revenue; we are also providing more detailed reports for our customers which show just how much work we are doing for them.”

With over 80% of its business generated through existing clients, it’s vital that Datrix continuously improves service delivery and demonstrates on-going value to its clients. ”We can see which contracts are profitable and which are not, as well as which areas need more support. We can even see where we need to provide extra training or additional resources for our engineers,” Cilliers adds.

Autotask provides deep integration with Microsoft Exchange resulting in a ‘live’ view of engineers’ activity. Datrix can now benefit from better reporting such as the ‘Block Hour’ facility, which provides reports on customers’ pre-paid hours. Overall, the switch to Autotask has helped reduce the time taken for reporting by 80% while ensuring reports are accurate and presented professionally.

“Autotask is the cornerstone of our business,” adds Mahmood Chaudri, Managing Director of Datrix, “We use almost every aspect of it to help us improve our efficiency, retention of customers, cost structure and productivity.”

Autotask software is currently used by thousands of IT service providers, value-added resellers (VARs) and managed services providers (MSPs) in 54 countries. Autotask is a true multi-tenant SaaS that is accessible anywhere, any time with nothing to maintain, install or update. The software integrates a broad range of critical business systems, including customer relationship management (CRM), service desk, human resource scheduling, project management, billing and reporting, and provides real-time service delivery intelligence to help users understand the factors that drive their business and their profitability.

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