/ Case Studies / Medical Service Organization Replaces MSP with In-House IT Infrastructure Case Studies Medical Service Organization Replaces MSP with In-House IT InfrastructureAzure-Based In-House IT InfrastructureConcurrency built a custom, Azure-based in-house IT infrastructure to replace the organization’s paid third-party IT provider, a Managed Service Provider (MSP), which couldn’t scale with the organization’s rapid growth-based business model. The new infrastructure is malleable enough to evolve alongside the company’s needs, increasing efficiency and adding significant, long-term ROI.Critical IssueManaged Service Providers (MSPs) are third-party IT providers that offer one-size-fits-all IT solutions for businesses. MSP solutions are not as adaptable as custom IT infrastructure and lead to businesses investing in MSPs that do not fully align with their specific IT stack requirements, hindering long-term growth potential. Concurrency’s Digital Operations team recognized this inefficiency within a medical service organization and devised a tailored internal IT infrastructure to support their acquisition-based business model. The medical service organization facing a rapid growth trajectory found itself constrained by an outdated MSP that could not keep up with their expanding needs.Recognized for their expertise in assessing and addressing client needs, Concurrency was recommended by the company’s General Counsel. With a technical team boasting extensive experience in large project builds and over 7 years of expertise in AI/ML integration, Concurrency offered a deep level of knowledge and adaptability.Customer ProfileMedical Service OrganizationOver $20 million in revenueKey ProblemsThe current MSP was implemented when they were asmaller company and could not keep up with new needs.“Before we got there, the organization had just acquired a company a few months prior, and they were planning on acquiring another company in the next year and the years after – and their MSP couldn’t keep up with the growth that the company was having. If their organization stayed at 80% capacity, their MSP might have worked out, but they kept growing. When we got on the project, they were at like 260% capacity and now they’re almost at 400% capacity because of how many companies they are acquiring. Their MSP just couldn’t stand that amount of growth – it just wasn’t scalable.”– Jack Stabile, Sr. Site Reliability Engineer our solutionEven when the need for change is clear, knowing where to start building an IT infrastructure is difficult. However, armed with the right game plan, our team delivered a complete transformation of the company’s IT setup that will stand for years to come. Before taking action, we proactively assessed client needs and adapted our strategy and product offering to meet those. We identified the following company characteristics: rapid growth, an IT stack comprised of varied software, and a need for stopgap technical support. Based on these needs, we identified a three-step solution rollout.First, we built a scalable in-house IT system, which we tailored specific to the company’s operations and workloads. This system is more customizable than the previous MSP solution and eliminates the need to spend on an MSP. We also spent time training and immersing existing employees on the new system. Then, we fully integrated the Microsoft 365 Stack to consolidate the company’s varied software, correcting pain points and smoothing communication by installing the Microsoft 365 suite. This integration ensured that the organization’s IT ecosystem would be immediately synced with email, instant messaging, and user profiles, as well as allowing new acquisitions to live and be worked on in SharePoint. Finally, recognizing the need for stopgap support during the transition to an in-house solution, we brought in our own Digital Operations Support Experts who have deep training in Digital Operations, M&As, and transformations, ensuring a seamless transition and providing ongoing support.The resultsLong-term PartnershipOur IT transformation led to an efficient long-term partnership. We are thrilled to continue doing business with this organization at about half the capacity of what we were supplying during this project. Our ongoing work involves building out their ITSM suite, including enhancing the ticketing system. The in-house IT build now accommodates more advanced automation integration, new IT staff assistance software, new customer interfaces, and other features that align with the company’s evolving needs and wants.Simplified system operationsThe company had the additional goal of learning the system as it was being built, following a “learn-as-we-build” approach, an area Concurrency has significant expertise. This ensured that employees feel comfortable using the system to its full potential.Furthermore, by leveraging Microsoft 365 licensing to consolidate multiple systems into one platform, operations were simplified. This approach facilitated interactions with other businesses, saving time and improving efficiency in deal-making.additional benefitsIn addition to constructing a new in-house system, we also devised a plan to transition MSP dependencies to their in-house IT team. Then, we conducted a thorough assessment of the client’s IT stack to pinpoint opportunities for enhancements and cost savings. We chose to implement ITIL processes such as incident, problem, and change management to ensure the environment’s reliability and responsiveness. Finally, we established IT governance frameworks, policies, and procedures to align the organization’s business objectives.Explore Our DigiOps SolutionsInterested in exploring how our Digital Operations team can help you?Contact UsConcurrency M&A ServicesLearn more about how Concurrency will help you through an M&A journey efficiently and responsibly.Learn More