Case Study: Aspen Solutions achieves faster ticket resolution and scalable support with Atera

Aspen solutions uses Atera as a force multiplier to resolve customer issues faster

Aspen Solutions, a Scotland-based provider of end-to-end business solutions, faced scattered communication among technicians and sales, poor visibility into ticket statuses, difficulty quantifying productivity in a hybrid work environment, and the need to support a growing customer base without proportional headcount increases. To address these challenges, Aspen Solutions selected Atera as their IT management platform.

Using Atera, Aspen Solutions centralized ticket collaboration, leveraged AI auto-tagging and real-time insights, and moved from reactive to proactive maintenance. The Atera-powered workflow synchronized the workforce, dramatically reduced ticket volume, improved the ticket-to-technician ratio, opened new sales opportunities through greater visibility, and delivered a measurable uplift in customer satisfaction (improved NPS score).

Aspen Solutions

John Clark

Head of Business Improvement