Syncro, a widely respected platform provider for burgeoning Managed Service Providers (MSPs) and IT teams, recently celebrated the success of its Syncro XMM™ (Extended Monitoring and Management) platform. This technological marvel has empowered Orchestrate Technologies to significantly lift operational efficiency, enhance technician productivity, and improve customer satisfaction.
By implementing Syncro XMM, Orchestrate Technologies managed to slash ticket handling times by a notable 43%, mitigate Service Level Agreement (SLA) violations by 77%, and raise technician utilisation, all without the need to increase manpower. The firm, which caters to professional services, healthcare, and manufacturing clientele worldwide, has revolutionised its approach by unifying its Remote Monitoring and Management (RMM), Professional Services Automation (PSA), and Microsoft 365 management into one cohesive platform.
Through standardising documentation, automating key workflows, and streamlining project management, Orchestrate Technologies witnessed remarkable escalation across various operational domains. The direct outcome includes a reduction in ticket handling time from an average of 42 minutes to a swifter 27 minutes, a decrease in SLA violations from 8.2% to a leaner 1.9%, and a significant upsurge in the first-time fix rate from 68% to 82%.
“Syncro XMM has been the linchpin of our growth strategy,” said Vincent Williams, CEO and founder of Orchestrate Technologies. “It allows us to scale without adding overhead, serve clients faster and keep pace with industry changes. Our technicians now have the tools and clarity to focus on meaningful work rather than repetitive tasks, which has improved morale and strengthened client relationships.”
Moreover, Syncro XMM facilitates seamless integration with leading Microsoft tools—Microsoft Secure Score, Defender Antivirus, and Entra ID—to bolster security, automate compliance monitoring, and optimise multi-tenant management capabilities.
As Michael George, CEO of Syncro, elucidates, "Orchestrate’s success with XMM shows exactly what this platform was designed to do.It helps MSPs reduce operational complexity, improve service quality, and grow profitably. By unifying RMM, PSA, and Microsoft 365 management, XMM enables MSPs to scale more efficiently while delivering better results for their clients."
With these advanced integrations, Syncro XMM is distinctly positioned to reduce tool sprawl, simplify operational procedures, and support MSPs aiming for expansion without incurring consequential rises in labour expenditure,
