Case Study: Internet & Telephone achieves profitable scaling and 50% higher technician revenue with Kaseya VSA

Boston-based MSP Uses Kaseya VSA to Scale Profitably, Outpace KPIs

Internet & Telephone (I&T), a Boston-based MSP led by CEO Paul Cissel, faced a scaling challenge: a hodgepodge of eight to ten disparate tools made it hard to train staff, integrate systems, and profitably deliver standardized, fixed‑price managed services. To grow without adding headcount for each new customer, I&T needed to consolidate ticketing, remote monitoring, maintenance, antivirus and automation while still accommodating unique customer requirements.

I&T implemented Kaseya VSA as its core platform, using policy-based automation to centrally monitor and manage more than 5,000 endpoints across 200 customer environments and to customize policies per client. The result was higher technician efficiency, fewer tickets (0.42 tickets/node/month), expanded service offerings (including MFA via AuthAnvil), and industry‑leading KPIs: $23,000 revenue per technician per month (over 50% above benchmark) and service salaries at 23% of service revenue (about 30% below industry norms), driving scalable, profitable growth.

Internet & Telephone

Paul Cissel

CEO, Internet & Telephone