Curatrix Technologies is proof that MSPs can make big strides in customer satisfaction and consistency. By creating a service model that allows them to be proactive with clients, Curatrix is preventing issues before they start and keeping clients up-to-date.
Based out of Portsmouth in the United Kingdom, Curatrix Technologies found a way to shift from reacting to the needs of their clients to being a proactive partner in client success. By creating a service-level agreement (SLA) that sets clear expectations from both the client and MSP, Curatrix maintains high-quality service and operations.
Nick DaCosta-Greene, Operations Director at Curatrix Technologies, explained how they changed their approach to client meetings like Quarterly Business Reviews (QBRs). When the chance to meet with clients came around, the MSP had a list of bullet points on their agenda but could sometimes lack a consistent approach or focus. He said they would occasionally “fumble through” the meeting and send any next steps or fixes through to the Curatrix team.
Understanding your clients
Before crafting a structured QBR, they needed to have an understanding of their SLA with the client, the customers' tickets, and their incident responses. Without the right tools it can be very difficult to get that done, DaCosta-Greene said.
Part of the solution for Curatrix was finding a way to be able to present a clean and concise summary of the client’s asset status during QBRs. Finding ScalePad Lifecycle Manager was a big help in planning meetings with clients and making communication easy. They brought Lifecycle Manager into their tech stack with the central goal of improving their QBRs.
DaCosta-Greene explained that with Lifecycle Manager they were able to start forecasting clients’ needs from three to 12 months into the future, which allowed Curatrix to consider their options for hardware replacement ahead of time.
Creating a proactive MSP model
Curatrix Technologies was created to provide support to their parent company Fasset Technologies’ backup services and began its MSP journey after partnering with another IT company to win a contract with the London School of Economics.
The MSP’s mission evolved to providing corporate-level security and service at small-to-medium size business prices.
In the years since, developing SLAs with clients and agreeing upon a standard of maintenance has become a cornerstone of their proactive service approach. Incorporating Lifecycle Manager into their toolset has meaningfully supported both Curatrix’s service and their clients’ operations, DaCosta-Greene said.
In 2018, their model of a compact, consolidated IT service really hit home and Lifecycle Manager played a part in one of the biggest projects they had tackled. After securing a contract with a large UK-based charity, the Lifecycle Manager asset report showed a dire situation for the charity’s tech environment.
As one of the tools used in this process, Lifecycle Manager’s asset lifecycle reports allowed Curatrix to break down the status of the organization's tech, both visually through graphic breakdowns, and in detailed list form. Assets are color-coded to note their status, with green being an asset in good standing while red is used for high-risk assets.
The asset report showed a tech environment that was almost entirely categorized in the red—high-risk category. Curatrix took this report to their client and explained that the quality of service they wanted to provide would not be possible with a tech environment so out-of-date and vulnerable without a complete hardware refresh. This could leave the possibility for litigation over a breach of the SLA.
Curatrix’s response to the asset report prompted the charity to replace everything including every laptop, almost every server, and migrate everything from all of the Customer Relationship Management software that they were operating from on-prem to the cloud.
The charity was able to recognize the need for this refresh and wanted to invest into their organization. They didn’t have to worry about vulnerabilities or hardware failure and instead could focus on moving forward and scaling upwards, DaCosta-Greene explained.
After this experience, Curatrix has been able to use what they’ve learned and apply those lessons to the way they manage client relationships, including their QBRs.
By keeping their client’s environment up to date, Curatrix has avoided having to react to constant problems and instead begin working to improve the operations for the future.
Curatrix was able to find success by using its tools to set expectations and manage its relationships with clients. Lifecycle Manager was a part of making those conversations easy to understand for everyone they work with.
A snapshot of Curatrix Technologies' Shift from Reactive to Proactive IT Services
| Category | Before (Reactive MSP Model) | After (Proactive MSP Model) |
|---|---|---|
| Client Interaction | Quarterly Business Reviews (QBRs) lacked structure; meetings were inconsistent and reactive. | QBRs are structured and data-driven with clear focus, enabling strategic conversations with clients. |
| Service Approach | Primarily responded to issues as they arose. | Prevents issues proactively through forecasting and standardized SLAs. |
| Toolset | Limited tools made it difficult to gather meaningful client insights. | Integrated Lifecycle Manager to deliver clean asset summaries, lifecycle forecasts, and visual reports. |
| Understanding Client Needs | Minimal visibility into asset health and future requirements. | Forecasts hardware needs 3–12 months out, supports preemptive planning and budgeting. |
| Client Perception | Seen as a reactive IT support provider. | Regarded as a strategic technology partner focused on long-term client success. |
| Incident Management | Service was often delayed until after issues occurred. | Client tickets, SLA breaches, and asset issues are anticipated and mitigated in advance. |
| Impact on Clients | Clients operated in outdated, vulnerable tech environments. | Clients experience full digital transformations (e.g., hardware refreshes, cloud migrations) based on visual insights. |
| Risk Exposure | High risk of SLA violations and litigation due to unmanaged asset health. | Significantly reduced risk exposure through clear reporting and early intervention. |
| Business Growth | Limited ability to scale or evolve contracts. | Enabled growth into larger contracts (e.g., UK charity project) and evolution of service offerings. |
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