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?

Rack management

• Hudu’s Rack Management feature helps Twin Pines visualize and track the physical layout of servers and network equipment. This allows their team to quickly understand hardware placements and dependencies, improving both troubleshooting and onboarding efficiency.

Asset layouts

• Using Hudu’s customizable Asset Layouts, Twin Pines documents workstations, servers, installed software, configuration details, and vendor support information. This structured approach ensures consistent, comprehensive documentation across clients.
  

Expiration alerts

• Hudu’s expiration alert system lets Twin Pines flag time-sensitive documentation and set review dates. This helps their team stay proactive and reach out to clients regularly to confirm updates and ensure nothing critical is outdated.

Why would you recommend Hudu?