How Morgan Birgé & Associates moved off dispatch with TopLeft and ConnectWise

The Challenge

Before implementing the TopLeft’s Kanban methodology, Morgan Birgé faced significant workflow management challenges. With an average open ticket count of 180, both the Service Manager and Project Manager were operating at full capacity. The existing system kept techs confined to their known skillsets, as assignments were predetermined based on past performance. As a result, tasks often lingered, requiring additional scheduled time for completion.

“We were scheduling all of our work, so we were estimating how long it would take them to complete a task. Whether it took less than that or longer than that, the tech only had that amount of time to perform that task. That proved to be a challenge because we weren’t working efficiently,”

Te’neyl Simpson, Director of Technical Operations, elaborates that they were scheduling every single task, estimating durations, and technicians had to stick to that allocated time regardless of the actual work required. It was a real headache.

This inflexible process led to numerous issues:

• Technicians idle on quick tasks allotted 30 minutes
• Drastically underutilized technicians, some at just 30% utilization
• Constant scrambling from urgent tickets disrupting schedules
• A full-time scheduler needed just to maintain the chaos
• Technicians unable to develop skills due to lack of opportunities

When urgent issues arose, the entire schedule had to be adjusted to accommodate them, requiring a full-time employee dedicated solely to dispatching.

Due to all of this, Morgan Birgé and Associates knew that they urgently required a more flexible solution to enhance operations and drive growth.

The Solution

This is when TopLeft came into the picture, with a different way to run their service desk.

“I had previously used Kanban, and I recognized that there were issues with scheduling that could be resolved by Kanban,”

Transitioning to TopLeft’s intuitive Kanban boards and two-way ConnectWise sync completely transformed how Morgan Birgé and Associates’ IT team operated. The visual interface provided a comprehensive solution specifically designed for Managed Service Providers (MSPs), offering unprecedented visibility into workflow, resource allocation, and task prioritization.

Te’neyl remembers that she started searching for a Kanban tool that integrated smoothly with ConnectWise and found the perfect fit with TopLeft. TopLeft’s powerful two-way sync was the deciding factor, keeping the data the same in both systems and providing MSPs with real-time insights into their operational efficiency.

The leadership recognized that adopting TopLeft meant changing how the team worked, not only adding a tool. TopLeft’s platform uniquely addresses the critical challenges faced by MSPs, including its effective visual resource management, real-time ticket and project tracking all in one dashboard, and adaptive workflow optimization while utilizing an agile (working in short cycles and adjusting as you go; it suits service and project teams, not only software) mindset.

The onboarding process exceeded all expectations in terms of speed and simplicity. Te’neyl enthusiastically shares that:

“I got the license at about 4:00 in the afternoon, my CTO set up the connection within an hour, and I had boards created and techs in our boards using TopLeft the next morning,”

But the real differentiator was TopLeft’s innovative approach to team engagement. The platform gives MSPs a set of tools that lets technicians to visualize their work, understand priorities, and take ownership of their tasks in ways traditional scheduling methods never could.

With this interactive platform, MSPs can:

• See team workload as it changes

• Optimize resource allocation

• Let technicians choose and prioritize their own tasks

• Let technicians take on new kinds of work and build their skills

The TopLeft workflow prepares technicians to work more strategically, which fosters a culture of continuous improvement and an Agile way of working that modern MSPs need. It changes how MSPs manage their teams, turning workflow issues into opportunities for growth and better efficiency.

The Results

The leadership team saw how TopLeft made a big impact on their operations with clear and measurable improvements.

Kanban with TopLeft changed the numbers. Open tickets dropped from 180 to under 100, leading to a significant improvement in overall operations. One of the most impactful shifts was the removal of the Service Manager role. With the Project Manager taking over the remaining responsibilities, workflow monitoring became more streamlined, and technicians naturally took ownership of their tasks using TopLeft’s Kanban visualization system.

Here’s a look at the key results:

• Ticket backlog (the list of work waiting to start) reduced from over 180 to fewer than 100

• Technician utilization jumped from 30% to beyond 60%

• Noticeably faster response and resolution times

• More efficient resource allocation

• Higher employee satisfaction and continuous skill development

• Consistently improved service quality for clients

• No longer needed a full time dispatcher!

But the real transformation went beyond just the numbers. Over time, the cultural shift became even more evident. The team’s overall well-being improved significantly as technicians took full ownership of their tasks, sought out new challenges, and continuously developed their skills. This more structured approach to workflow management directly contributed to a measurable increase in service delivery capacity.

Client satisfaction also improved significantly, thanks to faster resolution times. With increased autonomy, techs took on tasks that challenged their abilities, allowing them to grow their expertise. This shift was particularly evident in one Junior Tech’s journey to becoming a Senior Tech. They gradually tackled more complex issues and leaned on their peers for guidance. Meanwhile, cross-training initiatives strengthened the entire team, resulting in a workforce that was both well-rounded and highly adaptable. What had once been a disorganized and stressed-out group evolved into a unified, high-performing team.

Job satisfaction rose too. By allowing techs to select their own tasks, they experienced a greater sense of control and professional development. Many started choosing tickets slightly outside their comfort zones, knowing they had the support of their team. Within just two weeks of rolling out Kanban, the CTO was completely convinced, stating, “I’ll never go back.” And that once-skeptical Junior Tech? They later chuckled and admitted, “I didn’t think this would work, but I actually really like it.”

At Morgan Birgé, adopting Kanban has fostered a more agile, productive, and engaged team. The improvements in ticket resolution times, customer satisfaction, and a workforce eager to learn and collaborate have all driven the company forward. By embracing Kanban, Morgan Birgé has cultivated a workplace where efficiency, growth, and continuous improvement thrive together.

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