Scaling Smarter: Twin Pines Boosts Efficiency and Grows Client Base

Meet Twin Pines Technology

Twin Pines Technology is a managed service provider supporting over 100 clients. After switching from OneNote to Hudu, the team saw a dramatic improvement in documentation quality, collaboration, and efficiency - reducing ticket resolution time and enabling faster growth. Dustin Snyder, the Team Lead at Twin Pines, shares how Hudu helped boost efficiency while scaling their business.

• Location: Northeast Ohio, USA
  
• Business Type: MSP
• Customer since: 2024
• Website: https://www.twinpines.technology

What challenges led you to seek a new documentation solution?

OneNote created chaos

• Prior to Hudu we were using OneNote files for each client. The data was there, but it wasn't easy to locate after the fact. It turned documentation into a bit of an information dump/wasteland.

Too much tribal knowledge

• Our team ends up with a lot of "tribal knowledge" because "this person" works with "this customer" the most. With Hudu, when a customer calls in and/or opens a ticket, they don’t have to wait for “their tech” to be available, and instead more of us are ready to roll up our sleeves and get things resolved.

No big-picture view

• The level of detail we needed wasn’t achievable in our old setup. We didn’t know what workstations and servers existed, or what software was configured where.

What improved after switching to Hudu?

We’re growing & resolving tickets faster

• Since adopting Hudu, we’ve grown our client base by 1.5x and are resolving tickets about 20% faster.

We started working like a team

• It’s taken some pushing to change culture here, but we're getting away from that tribal knowledge into shared knowledge - which empowers us to truly work as a team.

We’re documenting more than just passwords

• I have enabled integration with Ninja, Microsoft 365, and CIPP, created Asset Types, and have started to encourage our staff to make better use of the Related Items fields, and the Application Asset type.

How are you using Hudu day to day?

Getting a complete view

• We're getting a much more complete view of not just passwords and basic data, but also what workstations and servers exist, what software is configured on each server, how it is configured, where to get support, and more.

 Keeping documentation up-to-date

• With expiration options for the information stored it's easy to keep things up-to-date by checking back in with our customers and simply asking, "Hey, has anything changed we should know about?"

Why would you recommend Hudu?