Case Study: Eforcers achieves 47% more tickets handled and faster on‑time project delivery with Autotask

Better Management of Resources Drives Improvements in Customer Service

Eforcers S.A., a 45-employee Bogotá-based SMB solutions provider, faced fragmented data across multiple silos and a manual integration process that proved error-prone. The lack of real-time, accurate information made resource scheduling difficult, delayed project delivery, prevented meaningful performance benchmarking, and slowed support ticket resolution.

After a two-month migration to Autotask, Eforcers centralized systems and automated workflows, gaining accurate reporting and unified project visibility. The result: tickets handled per week rose by nearly 47%, average hours reported improved by 51%, resolution times and on‑time project delivery increased, and automated surveys and better communications boosted customer satisfaction.

Eforcers

Helena Hurtado

Project Manager and Quality Assurance Manager