3x Faster Ticket Resolutions with Hudu

Meet Southern Solutions

Southern Solutions provides managed IT services for over 100 businesses across industries, delivering secure, professional support that grows with their clients. But as the company scaled, traditional tools like Word manuals and password-protected spreadsheets were holding the team back. We spoke with Kieran Percival, Technical Manager at Southern Solutions, about how moving to Hudu helped the team centralize knowledge, strengthen security, and scale at speed.

• Location: Hampshire, United Kingdom
  
• Business Type: MSP
• Customer since: 2023
• Website: https://southern.solutions

What challenges did you face before switching to Hudu?

The primary issue was security, along with access while on the road. Previously, our team would rely on central manuals (word documents) and password protected excel sheets to manage the information, as we grew, and took on more customers having access while on-site, without the need to open up a spreadsheet or password manager, allows us to look way more professional to our customer base.

How is your team utilizing Hudu?

It's largely used to store our passwords but also be able to share these passwords securely with external parties. It's also used to host our knowledge bases, processes, and network diagrams, to allow us to have a very quick, accessible one stop shop for all of our client information so anyone new joining has a consistent yet relevant information at the tip of their fingertips.

Asset layouts

• Southern Solutions leverages Hudu’s Asset Layouts to organize a wide range of client information. This flexibility ensures documentation stays structured, consistent, and easy for technicians to navigate.
  

Password management

• Hudu’s Password Vault centralizes client credentials and allows Southern Solutions to securely share them with external parties when needed. Encryption and access controls mean the team can move quickly without compromising security.

Knowledge base & processes

• With Knowledge Bases and Process Documentation in Hudu, the team has a single source of truth for repeatable tasks, onboarding, and troubleshooting. This ensures new technicians have consistent, reliable information from day one.

Integrations

• Southern Solutions connects Hudu with Microsoft 365, Syncro, Unifi, Cloudflare, and Datto Backup to keep data automatically synced and reduce manual updates.

How has Hudu improved client support and efficiency?

• 3x faster ticket resolution.
• 2x faster client onboarding.
• 2x faster technician onboarding.
• Doubled customer base.
• Team growth from 3 to 9 employees.

Hudu eliminated reliance on spreadsheets and free tools, saving £1000s in time value while ensuring documentation remains consistent, accountable, and detailed.

Why would you recommend Hudu over alternatives?

No two MSPs are the same. Having a fully customizable, compact, lightweight, and reliable documentation platform that the whole team enjoys using takes a huge headache away from the day-to-day operations of running a support desk. If you're looking for a central management platform for all of your IT Customers, Hudu is the one. It has everything you could ever need from a documentation platform and more.