The Opportunity
The Network Support Company (TNSC) had a strong reputation, loyal clients, and a great company culture. They had built a thriving IT service business over 17 years, but their growth had stalled.
They knew that scaling efficiently and improving profitability required better operational maturity, but they lacked the systems and structure to make it happen.
The Roadblock
Despite their success, TNSC struggled with inefficiencies, low profitability (4-6% EBITDA), and a lack of scalable, repeatable processes. Their PSA and RMM systems had become over-engineered, leading to bottlenecks, misalignment, and unnecessary complexity that slowed down service delivery. Without a data-driven approach, decision-making was reactive, and they couldn’t pinpoint where revenue was being lost.
The Solution
TNSC implemented FITware, a system designed to eliminate inefficiencies, enforce accountability, and maximize profitability through automation and performance tracking. FITware provided real-time insights, workflow standardization, and operational visibility, allowing TNSC to shift from a reactive model to a proactive, scalable business.
The Process
Streamlined Workflows
Removed redundant processes, automated low-value tasks, and ensured efficiency at every level.
Optimized Resource Allocation
Improved technician utilization, reducing wasted time and increasing billable hours.
Performance Tracking & KPIs
Established clear benchmarks for profitability, service delivery, and customer satisfaction.
Decision-Making with Data
Used real-time reporting to drive strategic decisions, eliminating guesswork.
Scalable Growth Framework
Built a system that would grow with the business instead of limiting it.
The Outcome
Profitability Increased – EBITDA rose as TNSC optimized operations and eliminated inefficiencies.
Scalable Operations – A structured framework allowed TNSC to expand without adding unnecessary complexity.
Higher Company Valuation – Predictable revenue and a well-run operation made TNSC a highly attractive acquisition target.
Top 50 MSP Recognition – Achieved industry recognition as one of the top-performing MSPs in the world.
Successful Exit – With FITware in place, TNSC positioned itself for a high-multiple acquisition, providing a major financial return to its owners.
By implementing FITware, TNSC was able to break through the roadblocks that were limiting growth, proving that operational maturity is the key to unlocking profitability, scalability, and long-term success.
