OneSource Technology’s 25+ year evolution supported by Autotask, Datto RMM and IT Glue

OneSource Technology, founded by Paul Bush in 1998, started as a side hustle in his basement. Over the years, it transformed into a thriving managed service provider (MSP), currently supporting over 2,500 endpoints across 120 clients. The company operates primarily in the Wichita, Kansas area, catering to a diverse range of clients ranging from small professional services businesses to manufacturers and municipal governments.

  • Company: OneSource Technology
  • Industry: MSP
  • Location: Wichita, Kansas, United States
  • Established: 1998
  • Interviewed: Paul Bush, President

“We’ve found that as we have matured, Autotask has matured with us — whether those are features that were already there that we are just now using or features that they added just about the time we decided we needed them.”

Paul Bush

President, OneSource Technology

The Challenge

OneSource Technology differentiates itself through a personalized approach for all business sizes. This allows them to foster long-term relationships with their clients who recognize the value IT brings to their businesses. Paul emphasizes a unique strategy, where each client is assigned a dedicated technical consultant, fostering partnership, personalization and integration with the customer’s team. As their customers’ reliance on technology grew, their personalized approach to service had to continually adapt to meet these increasing expectations.

The Solution

The company utilizes a comprehensive technology stack centered around Autotask, Datto RMM and IT Glue. Autotask serves as the professional services automation (PSA) tool, managing various aspects of the business, from service delivery to billing. Datto RMM focuses on remote monitoring and management, efficiently handling endpoint issues. IT Glue acts as the centralized documentation repository, providing quick access to crucial information.

OneSource Technology’s journey with Autotask started in 2007 and has evolved alongside the company’s growth. Initially using Autotask for time tracking and billing, the platform matured with the business. As Paul notes, “We found, as we’ve matured, Autotask has matured with us,” highlighting the symbiotic relationship between Datto and managed service providers. Autotask’s flexibility allowed them to adapt service desk processes continuously, ensuring a seamless fit with evolving business needs and customer expectations.

OneSource Technology’s growth and success showcase the strategic integration of Autotask, Datto RMM and IT Glue into their business operations. The adaptability and continuous improvement offered by these tools have allowed the company to scale efficiently while maintaining a personalized and client-centric approach. The upcoming billing integration represents a significant step forward, aligning with their commitment to accuracy and client satisfaction.

Other Benefits

The integration of Datto RMM into OneSource’s workflow streamlined remote support. The system’s capabilities, especially after the Kaseya acquisition, provided an integrated solution for remote device management. The incorporation of IT Glue further enhanced efficiency, allowing technicians to access critical information seamlessly.

Paul emphasizes that the recent integration, particularly with IT Glue, has been a game changer, significantly boosting productivity. Technicians can now access required information, such as domain admin passwords, without navigating multiple screens or applications, positively impacting response times and issue resolution.

The next phase of integration will use Autotask’s Integrated Customer Billing feature with Datto RMM and QuickBooks to automate consumption-based billing, ensuring accurate counts of devices and subscriptions. This integration aims to eliminate underbilling and overbilling scenarios, fostering transparency and fair billing practices for OneSource’s customers. It demonstrates OneSource’s commitment to continuous improvement and highlights how the Autotask and Datto suite of solutions have provided the necessary tools at the right time.

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