PrimeOps

BACKGROUND

Introduce your business and what you do there.

I'm the COO of a company that provides managed IT services, cloud solutions, cybersecurity, and technology support to help businesses improve efficiency and operational performance.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire PrimeOps to accomplish for your managed IT services and technology support business?

We hired PrimeOps to implement IT service management and migrate our MSP platform.

SOLUTION

What was the scope of their involvement?

PrimeOps has been responsible for IT service management implementation, MSP platform migration, endpoint management setup, remote monitoring configuration, service desk optimization, automation workflows, user onboarding, and ongoing technical support. Their team has also assisted with data migration, system configuration, and best-practice recommendations to improve operational efficiency and visibility across our IT environment.

What is the team composition?

We've worked with 2–5 teammates from PrimeOps.

How did you come to work with PrimeOps?

We found PrimeOps through an online search. We chose them over other options because of their high ratings.

How much have you invested with them?

We've spent less than $10,000.

What is the status of this engagement?

We started working with PrimeOps in June 2026, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

PrimeOps has delivered several measurable improvements, including faster ticket resolution times, improved endpoint visibility, reduced manual administrative tasks through automation, and more proactive monitoring of IT assets. We've also experienced a smoother service desk workflow, better reporting capabilities, and increased operational efficiency across our IT environment. The migration has been completed with minimal downtime, allowing our team to maintain productivity throughout the transition.

Following the implementation by PrimeOps, we've observed several measurable improvements. Average ticket resolution times have improved by approximately 25%–35%, while first-response times have decreased by nearly 30%. Automation of routine service desk tasks has reduced manual administrative work by around 40%, allowing our IT team to focus on higher-value initiatives. Endpoint monitoring coverage has increased to nearly 100% of managed devices, improving visibility and proactive issue detection. We've also experienced a significant reduction in unplanned downtime and improved overall service delivery efficiency across the organization.

Unplanned downtime has been reduced by approximately 20%–25% due to improved monitoring, proactive maintenance, and faster issue identification. Service desk efficiency has improved by roughly 30%, driven by workflow automation and streamlined ticket management processes. First-response times have decreased by about 30%, while ticket backlog has been reduced by nearly 35%. These improvements have enabled our IT team to resolve issues more quickly, increase productivity, and deliver a more consistent support experience for end users.

How did PrimeOps perform from a project management standpoint?

PrimeOps has demonstrated strong project management throughout the engagement. They've established clear timelines, communicated progress regularly, and maintained transparency regarding milestones and deliverables. The team is highly responsive to our questions and quickly addresses any concerns that arise during the project.

What did you find most impressive about them?

What we've been most impressed with about PrimeOps is their combination of technical expertise and hands-on approach. Rather than simply implementing a solution, they've taken the time to understand our business processes, challenges, and long-term objectives. Their team has provided practical recommendations that have improved efficiency and helped us maximize the value of our IT investments.

Are there any areas they could improve?

Overall, we're very satisfied with PrimeOps and the results they've delivered. If there's one area for improvement, it would be providing additional documentation and training materials for some of the more advanced features and automation workflows. While their team is always available to assist and answer questions, having more self-service resources could have accelerated user adoption after implementation.