Case Study: Intrepid Group achieves 95% ticket resolution within two hours and global 24/7 IT operations with Kaseya

Intrepid Group Transforms IT Operations through Kaseya’s IT Complete Solutions Platform

Intrepid Group, a global small‑group adventure travel company, outgrew its informal IT setup as it expanded to 27+ offices worldwide. The distributed environment led to slow ticket response (often >48 hours), frequent downtime at international sites and persistent database problems, so the company needed a centralized systems‑management solution to stabilize operations and support future growth.

Intrepid implemented Kaseya VSA and Traverse with Live Connect and a 24/7 support model, giving teams remote control, unified ticketing and deep monitoring. Within 12 months 95% of tickets were resolved within two hours, daily tickets fell from ~145 to 35, long‑standing database issues were diagnosed in minutes, remote VPN and endpoint fixes happen overnight, and the platform scaled to support additional departments and a move to a new global headquarters.

Intrepid

Adrian Vanderdoes

Global Infrastructure and Service Operations Manager