The story below is a fictional example based on common scenarios shared by MSPs and end users alike.

Managed Service Provider: NorthBridge Tech Solutions
Customer: GreenHill Logistics, a logistics & shipping company
Key Contact: Ashley, GreenHill’s Office Manager

When a support request drags on for hours, it can cost more than just time–it can cost client trust. That was GreenHill Logistics’ experience with NorthBridge Tech Solution until NorthBridge chose to outsource their help desk.

The Situation

It’s 10:01am on a Tuesday. Ashley submits a ticket: “Warehouse label printer offline: not connecting to the network.”

It’s not a critical outage, but it’s affecting GreenHill’s ability to get shipments out the door. Every minute it’s down means slower fulfillment, frustrated employees asking for updates, and deadlines fast approaching.

Without an outsourced help desk, NorthBridge follows their standard process:

• Respond in 15 minutes

• Start within an hour

• Resolve within two

But that day, their team is stretched thin—handling critical tickets, on-site visits, and down a technician.

Here’s what Ashley experiences:

10:01am–Ticket submitted
10:16am–Automated response from NorthBridge is sent
11:01am–A technician begins working on the ticket; asks Ashley to try unplugging the printer and plugging it back in
11:15am–The technician remotes in
12:00pm–Issue resolved after technician confirmed an IP conflict and updated the config

Total time to resolution: One hour and 59 minutes

Not a failure—but not impressive either. The result? A lukewarm post-survey rating:

“It got fixed, but it took too long. Half our day is gone, and a shipment might not make it on time.” – 3 stars

The Problem

For MSPs, these mid-level tickets quietly pile up—and so does client frustration.

On paper, NorthBridge’s SLA of 1–4 hours seems solid. But in reality:

• Some days are slammed with back-to-back tickets

• Other days, they pay techs time-and-a-half for quiet after-hours coverage

• Sick days, vacations, ongoing projects, and urgent on-site work stretch the team thin

And customers? They don’t want to hear the "why."

• 90% of customers expect immediate responses (HubSpot)

• Nearly 80% say speed and convenience are top priorities (PwC)

When expectations aren’t met—even for small issues—trust erodes.

The Turnaround

After realizing their team was stretched too thin to meet their customers’ expectations, NorthBridge partnered with Helpt to manage frontline support and overflow.

A few months later, Ashley logs another printer ticket–same issue, different day.

Here’s how it plays out with HelptFul technicians on board:

11:09am–Ashley calls NorthBridge
11:09am–Within 20 seconds, Helpt answers the call on their behalf
11:11am–Remote session begins
11:36am–Config updated, issue resolved, detailed report logged

Total time to resolution: 27 minutes

Ashley rates the experience 5 stars: “Resolved so fast! And the tech was super helpful.”

Little did NorthBridge know, GreenHill had been quietly considering switching MSPs–frustrated by slow responses and recurring bottlenecks. 

But after experiencing Helpt’s fast, friendly support, they not only stayed–they became one of NorthBridge’s most vocal advocates.

Real Results

By outsourcing their help desk to Helpt, NorthBridge saw:

✅ 42% faster resolution times
✅ 96% client satisfaction
✅ 3.8x increase in positive feedback
✅ 30% reduction in ticket resolution time overall

And their internal techs? Less bogged down, more focused on strategic projects that move the business forward.

Final Thoughts

When you think about outsourcing help desk support, it’s easy to focus on major outages. But it’s the everyday tickets—the printer issues, email sync problems, and VPN hiccups—that define your client’s experience.

With Helpt, those tickets don’t just get answered—they get solved fast, with a friendly human on the other end.

Don’t let “standard” support cost you loyal clients.
Let’s make fast, frictionless support your new standard.