Codux billable hours up by 25% with Crayon Support-as-a-Service

Services make the scale-up difference for Codux

Codux launched in 2018 as a pioneer in cloud-first, mobile-first solutions, predominantly using Microsoft products. Codux invests in learning and R&D to extract the maximum value for customers from cloud and collaboration tools.

The business quickly ramped up but soon faced growing pains in the shape of mounting first-line support desk requests. As more resources were diverted to customer support, billable hours for advisory and solution development projects fell.

Codux founder Daniel Wojcik was faced with how to strike a balance between growth objectives and a commitment to excellent customer service.

“During intense project periods our team need to be laser-focused on delivering high quality solutions,’ said Wojcik. “But operational business-as-usual (BAU) work such as phone calls and break-fix tickets are hard to predict and can drag key resources from projects and high-value work. This created a knock-on effect on our project pipeline and schedule.’

Proven, trusted and flexible

A decision to investigate external helpdesk services led Wojcik to the Support-as-a Service offering from Crayon’s APAC channel organisation, (formerly rhipe.)

This mature white-label service desk uses an industry-leading ITSM platform to assist customers via telephone, email and a dedicated support portal. Support for Microsoft 365 can include MS Office and collaboration tools, Microsoft SharePoint Online, and Microsoft Azure Active Directory.

Service packages included options for 24×7, 14×7 and 12×5 hours support, covering all possible time-zones for Codux’s domestic and international customers.

The option to work with Codux’s preferred cloud solutions distributor ticked all the boxes for Codux. There was an existing relationship of trust, a sizeable technical talent pool, and a demonstrated track record of delivering high levels of customer satisfaction. It also met Wojcik’s need for fee and resourcing structures that scaled up or down with workload peaks and troughs.

“We could have partnered with another MSP, but that would have been more of a threat to our business,” said Wojcik. “With our distributor there’s quite a friendly relationship, we don’t sort of see them moving into our space.’

A standout aspect for Wojcik was the relationship management from Support Services Lead, Callum Van Den Broek. Callum understood Codux’s scaling challenges and the need for a service that operated as an extension of the Codux team. This included setting the boundaries of both parties and being clear on the processes for knowledge sharing and handling escalations.

“Talking through escalation challenges is a sort of fluid, two-way conversation. We were able to have that with Callum, and it really helped,” notes Wojcik.

Service strength delivers 25% dividend

With the Support-as-a-Service team managing common Microsoft 365 incidents and requests, Codux reduced its operational overheads and increased billable hours.

The service delivered on key business metrics for Codux by preserving its sterling reputation for great customer support, providing immediate bottom-line outcomes and enabling the team to focus on sales growth and R&D for service expansion.

“We are expanding our focus into business systems and apps such as CRM and service as well as processes, workflows, and automation. Codux already has a strong background in Not for Profit (NFP) and believe we can leverage our understanding of the industry to offer tailored solutions,” said Wojcik.