A construction company’s support tickets drop 70% after a structured onboarding
This construction company needed cloud, backup, security, and access work cleaned up so the team could settle into a stable rhythm. Service tickets fell from 30 during the 90-day setup window to 9 in the following 90 days.
How we verified this: every number above traces to project and ticket records in our service system, reviewed before publishing. Details are anonymized: no client or staff names, no towns, no identifying vendor or ERP product names.
The challenge
Where they started
The company came to Shield during a noisy period: Microsoft 365, cloud collaboration, backup, security, and user access all needed sorting before the team could settle into a stable support rhythm. Setup windows are always the noisiest, and some settling is natural after any transition. A structured onboarding is how you make sure the noise actually goes away instead of becoming the new normal.
What we did
The approach
- 1 Ran a structured onboarding tracked across 22 work items, not an ad hoc cleanup
- 2 Covered Microsoft 365, cloud collaboration structure, SaaS backup protection, and baseline security
- 3 Cleaned up user accounts and access as part of the security baseline
- 4 Tracked the support pattern across matching 90-day windows after onboarding wrapped
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