Case Study: Flexible Solutions achieves automated ticketing, SLA compliance and client self-service with Opmantek

Expandable and Flexible Solutions

Flexible Solutions, an experienced serial entrepreneur–led systems integrator and MSP serving one of the world’s most densely populated cities, faced rapid growth with limited cashflow and very stringent performance requirements. They needed a pay-as-you-grow, cost‑effective way to evaluate events and automatically create help‑desk tickets, ensure SLA handling for VIP clients, and provide visibility and reporting for Sales, Support, Management and end clients — and engaged Opmantek to solve these challenges.

Opmantek’s professional services implemented an NMIS notifier that leverages the help‑desk API to auto-open tickets based on customer, SLA, device type and service impact, added scheduled automated reports for internal and external stakeholders, and provided a client portal for self‑service. The result: automated, standardized ticket content with troubleshooting and performance data, documented SLA adherence and multi‑level reporting, empowered sales for upselling, and reduced reliance on support calls as clients self‑serve.