Slow to Swift: Xentric Solutions Cut Resolution Time in Half with Hudu

About Xentric Solutions, Inc.

Xentric Solutions, Inc. is a managed IT services provider based in Chatsworth, California, specializing in delivering comprehensive technology solutions to small and mid-sized businesses. Prior to adopting Hudu, Xentric's team relied on Microsoft OneNote for documentation, which led to challenges in accessing and sharing information efficiently. The transition to Hudu has streamlined their operations, significantly improving documentation practices and client support.​ 

In this case study, George Mkrtchyan, CEO of Xentric Solutions, shares insights into how Hudu has transformed their approach to IT documentation and client service.

• Location: California, USA
  
• Business Type: MSP
• Customer since: 2024
• Website: https://xentricsolutions.com 

What motivated you to explore a new documentation solution?

Fragmented documentation across multiple platforms

• Prior to Hudu, our documentation and management data were spread across multiple platforms, mainly OneNote and ConnectWise PSA.

Time-consuming information retrieval

• It would take our technicians a significant amount of time to locate the pieces of information they were looking for as data was disparate and unrelated.

Challenges in sharing information with clients

• Sharing information with our customers was especially challenging.

How is your team using Hudu?

We use Hudu as our central hub for documentation - streamlining access, syncing data from key tools, and enhancing professionalism with a polished knowledge base. With integrations that reduce manual entry and well-organized articles to support both staff and clients, Hudu has become a go-to platform for efficient IT operations.

Processes

• Using Hudu’s Processes feature, Xentric Solutions builds structured SOPs and workflows that guide their team through repeatable tasks. This helps standardize operations and ensure consistent results across the business.

Integration

• With Hudu’s out-of-the-box integrations, Xentric Solutions pulls in data from their PSA, RMM, and other key products. This reduces manual work, keeps documentation up to date, and ensures their records reflect what’s happening in real time.

Knowledge base

• Hudu’s Knowledge Base lets Xentric Solutions create and organize both internal and customer-facing documentation with precise control over access and visibility.

How has Hudu helped your business?

Faster ticket resolution

• We resolve tickets twice as fast, cutting our response time in half.

Expanded client support

• We've increased our client base by 1.5x since adopting Hudu.​

Streamlined documentation

• Hudu consolidates our data, links related information, and provides a shareable knowledge base.

What do you love most about Hudu?

Intuitive user interface

• Hudu's design is straightforward and user-friendly, making it easy for our team to navigate and find what they need.

Responsive customer support

• Whenever issues arise, Hudu's support team is quick to respond and resolve them efficiently.