Meet The Tech Doctor
As a growing Managed Service Provider, The Tech Doctor, LLC. has always been on the lookout for tools that not only streamline operations but also provide real value to both their team and clients. After struggling with disorganized documentation and inefficient processes, they turned to Hudu to bring structure and efficiency to their workflows. The results were significant, and as Josh Adcock, Director of Client Services, puts it:
How was your documentation process working before Hudu and what pushed you to make a change?
No structure
- Our documentation process was a mess - basically non-existent. We had plain text sections created per client in RepairShopr, filled with random bits of information like logins, product keys, and the occasional note about an issue.
Technicians were slowed down
- It wasn’t easy to use, and it definitely didn’t help with response times. Our techs had to dig through piles of unorganized, grammatically incorrect notes, just hoping to find the info they needed - and often, it wasn’t even there.
Onboarding and client service suffered
- Even though it was behind 2FA, the setup wasn’t secure or scalable. It slowed everything down - from ticket resolution to how fast we could onboard new clients or techs.
What impact has Hudu had on your growth and efficiency as an MSP?
We’ve tripled our client base and more than doubled our team
- Since switching to Hudu, we’ve grown from a two-person operation to a five-person team while tripling the number of clients we support.
Resolution times cut in half
- We’re resolving tickets and end user requests twice as fast.
Onboarding is smoother for everyone
- We’ve cut onboarding time in half for both clients and new technicians.
How is your team using Hudu today?
Password management and secure access for clients
- We use Hudu to securely manage passwords for our clients, generating random, secure credentials and providing client "heads of state" with easy, secure access to those credentials.
Knowledge base for faster troubleshooting and client-specific insights
- We rely heavily on the company-specific knowledge base to store troubleshooting tips, client-specific notes, and solutions to recurring issues, which helps us resolve problems more quickly.
Global KB for self-service and efficiency
- It allows us to store troubleshooting steps for common software and issues, empowering users to solve problems on their own and saving us time on repetitive tasks. It really helps us bring to life the old adage, " Give a man a fish, and feed him for a day. Teach a man to fish, and you feed him for a lifetime.
What sets Hudu apart from other tools you’ve used or evaluated?
It’s straightforward and dependable
- What I love most about Hudu is how easy it is to use. The self-hosted version gives us more control, but the setup and configuration were still incredibly straightforward. When I ran into issues, the support team didn’t just fix the problem - they educated me on why it happened, which really set Hudu apart from other vendors.
Constant improvement and valuable new features
- Hudu hasn’t stopped evolving. Features like Unifi Network integration, Rack management, and IP addressing management have been huge for us, especially when managing large networks for clients.
No hidden surprises or contracts
- The cost is incredibly reasonable, and there are no surprises or hidden fees. Hudu’s pricing is transparent, and the flexibility of the API for integrations makes it one of the easiest tools to work with.