Systems for IT Support
IT providers bring in revenue through managed service agreements, project-based deployments, and hourly emergency support. Profit leaks occur when unbilled out-of-scope work happens, ticket triage becomes a bottleneck, and client renewals go unsigned due to lack of communication.
Technology, SaaS & Agencies
Also for: IT Support Companies
How the business actually works
Inquiry
A prospect requests a network assessment or emergency desktop support via the website or phone.
Audit
A technician performs a site survey or remote discovery to document the current infrastructure and security gaps.
Proposal
The owner sends a scoped statement of work or a monthly managed services agreement for digital signature.
Onboarding
New clients are guided through a formal intake process to collect credentials, install agents, and map documentation.
Service Delivery
The team handles proactive maintenance, patch management, and reactive help desk tickets.
Account Review
Regular business reviews are scheduled to discuss infrastructure health and plan hardware refreshes.
Expansion
Clients are notified of new security requirements or cloud migration opportunities to increase account value.
Where it leaks
Technicians often resolve issues outside the original agreement without documentation. This leads to lost revenue and unclear boundaries between included services and billable projects.
Vital information like server credentials and network topologies are often scattered across disparate files. Without a central portal, technicians lose time searching for basic site data.
A flood of urgent support tickets can paralyze the service desk. Without automated triage, high-priority outages are buried under routine password reset requests.
Managed service contracts can expire without the owner realizing it. This creates liability issues and causes delays in billing for recurring monthly revenue.
Clients often feel they only hear from their IT provider when something breaks. Failing to show the value of proactive work leads to churn during budget cuts.
What LATTICE can build
Capture detailed technical requirements via smart forms that automatically categorize tickets and route them to the correct technician.
A secure area for new clients to upload sensitive credentials and sign master service agreements without back and forth emails.
Automated notifications to the owner and the client ninety days before a contract expires to ensure continuity of service.
Automatic SMS or email status reports sent to stakeholders when a hardware deployment or migration phase is completed.
Systematically ask for feedback after a ticket is closed to build social proof for your technical expertise.
Automated invitations for strategic account reviews to discuss long-term infrastructure planning and security roadmaps.
Gentle reminders for clients with overdue hardware procurement or monthly maintenance bills.
Example systems
Tell us what's slowing the business down. LATTICE can build around the way your business operates.
Yes. The system allows you to coordinate field visits, track technician arrivals, and send notifications to the client when a team member is en route to their office.
An AI receptionist can answer calls, gather initial technical details, and log them directly into your system. This ensures no request is lost, even when your team is busy on a project.
You can build custom workflows that track a piece of hardware from the initial quote through to the installation date. This keeps the client informed of shipping delays and prevents billing gaps.
The dashboard is designed to categorize different revenue streams. You can monitor the progress of one-time migrations separately from your steady managed services income.
The portal provides a controlled environment for sharing documents and signing agreements. You can manage access levels so only authorized client contacts can view specific files or approvals.