A mid-size Georgia distributor cut its average ticket resolution time significantly within the first 90 days of switching from an offshore, tiered support model to TekNation’s local, single-tier help desk. The change came from restructuring who touches a ticket first, not from adding more technicians or new software.
Note: details in this case study are illustrative of the kind of engagement and outcomes TekNation delivers for distribution and logistics clients in the greater Atlanta area, with specifics generalized to protect client confidentiality.
The starting point
The client, a warehousing and distribution operation with around 60 employees, had been working with a national MSP that routed all incoming tickets through an offshore level one team. Simple issues resolved quickly. Anything involving their WMS integration or a specific configuration on the warehouse floor routed through two or three tiers before reaching someone who could actually fix it. Operations staff had started keeping a running list of “known workarounds” just to avoid submitting tickets at all, which meant real problems were going unreported.
What the assessment found
TekNation’s initial IT review found that roughly a third of the client’s tickets over the prior six months had been reopened at least once, a strong signal of the “closed without resolution” pattern common to metric-driven offshore support models. Average time from first ticket submission to confirmed resolution ran several days for anything beyond basic troubleshooting, largely because of handoff delays between support tiers.
What changed
TekNation moved the client onto a single-tier support model: every ticket goes directly to a technician with full access to the client’s environment, including their WMS and network configuration, and the authority to resolve it without escalating for routine issues. The service desk runs on HaloPSA with resolution SLAs enforced by priority and client confirmation required before any ticket closes. For the full breakdown of how that structure works, see what to expect from a managed IT help desk.
The result
Within the first quarter, reopened tickets dropped to a small fraction of their previous rate, and average resolution time for standard priority tickets fell from multiple days to same-day in most cases. Just as important to the client: operations staff started submitting tickets for issues they’d previously been working around, because they trusted the tickets would actually get resolved. That shift alone surfaced several recurring problems the client didn’t know they had.
Why this pattern is common in distribution and logistics
Warehouse and distribution environments tend to have more custom configuration than a typical office network: WMS integrations, barcode scanning hardware, and workflows built around a specific building layout. A script-based offshore level one team has no context for any of that, which is exactly the gap covered in why offshore level one IT support fails small and mid-size businesses. Businesses in manufacturing and 3PL tend to feel this gap earlier and more acutely than a standard office environment would.
If this sounds familiar
If your team has started keeping its own list of workarounds instead of submitting tickets, that’s usually the clearest sign something needs to change. Get a free IT review from TekNation and we’ll show you exactly where the gaps are, the same way we did here.
This kind of result comes from the same help desk standards we outline in our full managed IT overview.
Frequently asked questions
How long does it take to see results after switching managed IT providers?
Most clients see a measurable difference in ticket resolution time within the first 60 to 90 days, once onboarding and environment documentation are complete.
Does switching IT providers require a long contract commitment?
Terms vary by engagement. Reach out to TekNation to discuss what a transition and ongoing support agreement would look like for your business specifically.