A national MSP with offices and fully remote techs across the U.S., NexusTek holds one rule for every tool: if it is not good enough to run internally, it does not get deployed for clients. Here is why their communications platform earned that spot.
NexusTek grows in part by bringing other companies into the fold, and Brian Moon describes those integrations bluntly: “pure chaos.” Moving pieces everywhere, from toolsets to processes, with the hope of a 120-day transition that, between contracts and variables, realistically runs twelve months to two years. In the middle of that, some tools have to just work, everywhere, on day one.
Communications was not one of them. With a workforce spread across offices nationwide and a growing number of fully remote employees, the old system had a hard limit:
“The phone system that we moved from did not have a very good remote option. Unless you had a desk phone in front of you, it just wasn't going to work for you.”
“We like to eat our own dog food. Anything that we would use internally is what we would give out to our clients. If it's not a good fit for us internally, then we won't roll that out for our clients.”
That rule turns every internal tool decision into a product decision, so the evaluation list is unforgiving: reliability first, cost always, a multi-tenant console with everything visible in one pane of glass, and support that actually answers.
“If we can't get somebody on the phone to help us, then it's just not going to work out.”
Work-from-home stopped being a limitation. NexusTek’s service desk now runs across offices and remote locations alike, and the connection between sites replaced what Brian calls the “look over the cubicle” kind of communication that distributed teams lose.
“Being able to have that communication between those sites has really been key.”
The support bar held up on the other side of the sale, too, through implementation and beyond:
“Being able to put a ticket in and hear from somebody, or reach out to an implementation person and get that immediate response, was huge.”
With a vendor list as long as NexusTek’s, integrations into the platforms they already run mattered, and so did the compliance boxes their stricter clients require. Flexibility, integrations, compliance: checked, checked, checked.
See the platform NexusTek holds to its own internal bar, on your desk, with your integrations.
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