Case Study: Integrity IT achieves standardized, scalable MSP services and profitable growth with LabTech Software

Integrity IT - Customer Case Study

Integrity IT, founded in 2000 to serve small businesses in central Kentucky, built a strong service-first reputation but was hampered by chaotic support processes and too much customization. Unscheduled phone coverage, ad-hoc ticketing and selling monitoring without included labor created frustrated clients and unpredictable operations.

The company implemented a dedicated dispatcher and technician schedules, adopted ConnectWise PSA and LabTech RMM, and standardized offerings into a small set of mandatory service plans—macthing clients into plans, tactfully offboarding unprofitable accounts when needed. The changes delivered predictable, automated workflows, allowed technicians to resolve issues end-to-end, increased client acceptance of higher-value plans, and turned Integrity IT into a more profitable, established MSP.

Integrity IT

Matt Smith

Vice President, Operations