Orchestrate Technologies Switches to Syncro XMM™ to Drive Operational Efficiency, Reducing Ticket Handling Time by 43%

Overview

Orchestrate Technologies is a fast-growing Managed Services Provider (MSP) serving professional services, healthcare, and manufacturing clients around the globe. The company’s founder and CEO, Vincent Williams — also a founding member of The Syndicate, a consortium of MSPs committed to collaborating and sharing resources across alliances — brings a people-first mindset and strategic vision to foster growth and partnership.

With a steadfast commitment to operational excellence and a people-first culture, Orchestrate turned to Syncro to help streamline workflows, enhance technician productivity, and scale its services without sacrificing the quality and personal touch its clients have come to expect.

Driving Tangible Results with Syncro XMM™

To meet the evolving demands of their customers, Orchestrate needed a unified solution — one that could consolidate its core systems, eliminate redundant tooling, and enable secure collaboration across the business. 

Syncro XMM (Extended Monitoring and Management), the first-of-its-kind solution unifying RMM, PSA, and Microsoft 365 multi-tenant management, offered Orchestrate this balance of simplicity and sophistication. 

With XMM, Orchestrate has reduced operational friction, improved its service delivery, and, importantly, enhanced customer satisfaction. This was accomplished while simultaneously enabling its technicians to enjoy a greater level of professional fulfillment. 

The combination and synergies of these gains have translated into a significant strategic advantage for Orchestrate. 

Key Improvements

“I was bought in [on XMM] from the start. Because what we’re trying to do at Orchestrate is reduce the clutter and simplify what we do on the back end, and hope that it translates on the other end – the front end – for our clients.”

Like Vincent, the rest of the team was immediately excited about and drawn to the platform’s simplicity, deep Microsoft 365 integration, and day-to-day applicability. 

Once Orchestrate adopted Syncro and began leveraging Syncro’s new XMM features to standardize operations, it saw improvements across several key areas of the business, including: 

Standardized Documentation and Asset Views

Syncro XMM makes it easy for Orchestrate technicians to see device, ticket, and contact data across tenants. Standardized documentation templates were centralized for core services (onboarding, cybersecurity, and backup), reducing onboarding time by 30%.

Automated Project and Task Management

Syncro’s new Projects module introduced stage-based workflows and linked subtasks, improving visibility, coordination, and overall organization between the team. By mapping services like onboarding, migration, and audits into reusable project templates, Orchestrate decreased project timelines by 22%.

Shared Scripting and Deployment Automation

Using Syncro’s scripting engine and shared code libraries, Orchestrate deploys updates and agent configurations with 40% fewer labor hours, thus saving time, reducing human error, and accelerating service delivery.

Billing Accuracy and Agreement Enforcement

Syncro’s robust agreement management ensures contract terms are enforced automatically, enabling Orchestrate to now sync recurring invoices and licensing minimums effortlessly.

“I’ve seen other solutions that claim to do 10,000 things. But it’s overwhelming to give technicians something like that when they only need to use 25% of the actual tool,” said Vincent. “With Syncro, it’s familiar and trusted, and I think that helps with the adoption. It’s like, ‘Oh, cool. There’s a new feature in here that actually already aligns with this specific client or with this specific thing that we need to do.’” 

Key Challenges Addressed

As Orchestrate expanded its services and matured into a high-performing MSP, the company was feeling the strain of operating with a patchwork of disconnected systems. Tools that once supported day-to-day operations became a source of friction, requiring repetitive work, inconsistent processes, and constant oversight. 

With Syncro, Orchestrate was able to overcome some of its most pressing challenges as the company continued to scale.

Disparate systems

Before Syncro, Orchestrate relied on a combination of tools, including Autotask and Zendesk, to fulfill its comprehensive RMM and PSA needs. But the complexity of managing those systems quickly became a burden.

“You almost needed an entire team just to set [Autotask] up and keep it running,” said Vincent Williams, CEO & Co-founder of Orchestrate. “It just didn’t seem very intuitive. It felt like two separate components being forced to work together instead of an integrated tool that would evolve with us.”

Redundant solutions across ticketing, billing, and documentation

Orchestrate found itself maintaining overlapping tools that each handled a slice of the workflow, but not the full picture. This created inefficiencies, duplicated effort, and increased the risk of error, particularly when it came to billing clients and standardizing documentation.

Fragmented data impacting team visibility and collaboration

With information scattered across systems, teams lacked a single source of truth. The silos made it harder to get a cohesive, real-time view of client environments, delayed decision-making, and limited the team’s ability to collaborate across projects.

Inconsistent processes for project handoffs and client transitions

As Orchestrate’s client base grew, managing internal transitions, particularly between helpdesk, projects, and field service, became increasingly complex without standardized workflows or automation.

These issues didn’t just create operational drag, they directly impacted Orchestrate’s ability to deliver consistent, high-quality service at scale.

Future-Proofing Growth with Syncro XMM

“Syncro XMM is the linchpin of our growth strategy. It allows us to scale without adding overhead, serve clients faster, and keep pace with industry changes. And I think that gives our technicians the morale and confidence boost to be able to sell, scale, and deliver better services to even larger clients across the country.”

— Vincent Williams, CEO & Founder of Orchestrate Technologies and Founder of The Syndicate

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