MSP scales operations with Syncro’s unified platform, combining RMM, PSA, and Microsoft 365 management

Syncro, a leading platform provider for growing Managed Service Providers (MSPs) and IT teams, today announced that Orchestrate Technologies improved operational efficiency, technician productivity and customer satisfaction using Syncro XMM™ (Extended Monitoring and Management). The company reduced ticket handling time by 43%, cut SLA violations by 77% and increased technician utilization without adding headcount.

Orchestrate Technologies, which serves professional services, healthcare and manufacturing clients worldwide, adopted Syncro XMM to consolidate its Remote Monitoring and Management (RMM), Professional Services Automation (PSA), and Microsoft 365 multi-tenant management into a single, integrated platform. The company standardized documentation, automated key workflows and streamlined project management, leading to measurable gains across its operations.

“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.”

Key results:

• Ticket handling time: reduced from an average of 42 minutes to 27 minutes (43% improvement)
• SLA violations: decreased from 8.2% to 1.9% (77% improvement)
• Onboarding timelines: shortened by 30%
• First-time fix rate: increased from 68% to 82%
• Technician utilization: improved from 63% to 78%

Michael George, CEO of Syncro, said, “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.”

Syncro XMM integrates with Microsoft Secure Score, Defender Antivirus, and Entra ID to help MSPs strengthen security, automate compliance monitoring, and streamline multi-tenant management. The platform reduces tool sprawl, simplifies operations, and enables MSPs to expand without proportional increases in labor costs.

About Syncro

Syncro offers the first Extended Monitoring and Management (XMM) platform purpose-built for midsized MSPs and internal IT teams. The unified platform integrates RMM (endpoint management), professional services automation (PSA), and Microsoft 365 multi-tenant management to help organizations simplify operations, strengthen security, and scale profitably.

Syncro delivers powerful automation, native AI capabilities, deep Microsoft 365 integration, and seamless support for 50+ third-party tools—enabling teams to reduce complexity, cut costs, and uncover new revenue opportunities. Its transparent per-user pricing model and commitment to continuous innovation make it an ideal solution for modern IT operations.

Learn more at syncromsp.com or follow Syncro on LinkedIn.

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