How a 25-person IT team streamlined service delivery with Autotask
In our recent webinar, Koby Dudley, director of managed services at BECA, shared exactly how his 25-person IT team transformed their service delivery with workflow automation and smart migration strategies. Managing a high volume of tickets and tight SLAs, Dudley’s approach wasn’t about chasing every new feature. Rather, it was about building strong processes and then using automation and integrations to amplify them.
Below, we’ve distilled his insights into two core areas: workflow automation best practices and migration best practices, complete with real examples you can adapt to your own IT team.
Workflow automation best practices
For Dudley and his team, automation worked best when built on a strong foundation of well-defined processes and applied with a deliberate, strategic approach. By focusing on the right tasks, integrating the right tools and letting data guide decisions, BECA automated in a way that improved both efficiency and service quality. Here’s how they approached it:
1. Build your structure before you automate
“Automation magnifies what you already have. If your process is messy, automation just makes it messy faster,” Dudley explained. BECA started by defining escalation paths, ticket tiers and technician responsibilities. This foundation ensured that automation reinforced consistency rather than creating chaos.
2. Apply the “minutes equal hours” mindset
Dudley’s team targeted small, frequent tasks for automation. “Look at the repetitive, day-to-day things that take a few minutes here and there. When you multiply that by how often they happen, it turns into hours every month.”
3. Let dashboards drive action
“Use dashboards to see where your bottlenecks are. Then use automation to fix them before they become a problem.” Dashboards tracked SLA status, technician workload and open tickets by priority, while workflows executed the fixes — escalating, reassigning or closing tickets automatically.
4. Focus on speed and accuracy
BECA built workflows to:
- Escalate tickets automatically when no response is logged within a set time.
- Close tickets after a resolution period to keep queues clean.
- Route co-managed IT tickets straight to the correct queue (no manual sorting).
This combination kept tickets moving without sacrificing quality.
5. Integrate for a single source of truth
With Autotask and IT Glue integrated, Dudley’s team didn’t have to “bounce between systems.” Documentation was instantly accessible from within a ticket and AI-powered tools (including Smart Ticket Summary, Smart Writing Assistant, and Smart SOP Generator) streamlined communication while ensuring consistency.
Migration best practices
For BECA, migrating to Autotask became an opportunity to clean up data, improve processes and prepare the team for long-term success. Dudley approached the project as a chance to reset workflows, standardize operations and build better habits from day one. Here’s how they made it work:
1. Map before you move
“When you migrate, you don’t have to bring everything over. Take the time to decide what’s worth keeping. Otherwise, you’re just carrying old problems into the new system,” Dudley advised.
2. Train in stages to avoid overwhelm
“You don’t want to overwhelm your team. Teach them the basics first, then add in the advanced features once they’re comfortable.” BECA’s phased approach improved adoption and confidence.
3. Keep old and new running briefly
For a short time after going live, they maintained reference access to the old system. “That safety net made the team more comfortable making the switch.”
4. Treat migration as a reset opportunity
“It’s the perfect time to standardize processes, clean up data and fix habits that don’t work. That way, you start strong in the new system.” This mindset turned migration into an improvement project, not just a tech project.
The results
By combining process discipline with targeted automation and a clean migration, BECA achieved measurable improvements in both efficiency and service quality. Here are a few clear wins from their approach:
| Before | After |
| SLA breaches occurred due to manual escalations | Automated escalations kept SLAs on track and reduced breaches |
| Tickets lingered in queues awaiting reassignment | Automated routing ensured tickets reached the right team immediately |
| Technicians switched between multiple systems for documentation | Integrated Autotask + IT Glue enabled single-pane access |
| Migration risked carrying over outdated data | Cleaned and standardized data during migration for a fresh start |
| New system adoption was slow and inconsistent | Staged training increased comfort and confidence across the team |
“You don’t need a huge team or budget to make automation work,” Dudley concluded. “You just need to build the right foundation and use the tools the right way.”
3 quick wins you can try this week
Dudley’s approach to automation proves you don’t need a massive overhaul to see results. Even small, targeted changes can save time, improve SLA performance and boost your team’s efficiency. Here are three simple automation ideas you can start with right away:
- Automate ticket escalations: Set up a workflow that automatically escalates tickets when no response is logged within a defined time.
- Clean up your queues: Create an automation to close resolved tickets after a set period to prevent backlog bloat.
- Route tickets instantly: Use automation rules to send co-managed IT tickets straight to the right queue, skipping manual sorting.
Book a one-on-one demo with an Autotask specialist today to discover how you can migrate to Autotask with ease and put powerful automation features to work for your team.
