Case Study: Datrix achieves a 60% increase in calls logged and faster, detailed reporting with Autotask

60% Increase in Calls and Increased Customer Satisfaction

Datrix, a London-based IT services and consulting firm established in 1994, faced a growing pain: its one-person 2009 helpdesk relied on phone and email with no integration for Outlook or staff mobile devices, and manual tracking of customers’ pre-paid hours made reporting slow and error-prone. The limited system could not scale to support more helpdesk staff or provide the detailed client reporting Datrix needed to demonstrate value.

Datrix implemented Autotask to centralize call logging, sync with MS Exchange, link emails to client records, manage contracts and automate reporting. The solution delivered a live view of engineers’ activity, cut report production from five days to one, increased logged calls by 60%, improved visibility into contract profitability and pre-paid hours, and raised customer satisfaction.

Datrix

Desire Cilliers

Service Manager, Datrix