EDSI connects Job seekers and employers in a fast-paced world
EDSI provides workforce development, training, and consulting to job seekers and employers. In pursuit of greater autonomy and cost efficiency, they turned to Atera’s all-in-one platform and AI to streamline workflows and enhance service delivery. With Atera as its centralized IT hub, EDSI has reduced support ticket volume by 15% and saved its technicians 48 hours each week, improving end-user satisfaction while gaining full visibility and control across its IT environment.
EDSI (Educational Data Systems, Inc.) is a workforce development, training, and consulting firm dedicated to helping job seekers and employers succeed through innovative, data-driven programs. With over 40 sites and a wide-ranging network of employees and service partners, EDSI operates in a fast-moving environment where reliable IT infrastructure is essential to maintaining quality service delivery.
EDSI’s IT department supports a large and growing user base with a team of nine skilled professionals who manage a wide range of devices, platforms, and user requests, providing everything from strategic planning to hands-on support. Over time, the team has also adapted to complex industry demands, including government compliance, technology modernization, and accessibility requirements.
What led EDSI to Atera
Before switching to Atera, EDSI relied on a fragmented stack, using ConnectWise (hosted through an MSP) for remote monitoring and management, Zendesk for ticketing, and Heimdal for patch management. This multi-vendor approach was costly and inefficient, leading to redundant manual tasks, disconnected workflows, limited visibility across devices and technician performance, and a lack of autonomy.
“We were dealing with multiple systems that didn’t talk to each other. We didn’t have full access to our tools. Everything was disjointed and expensive.”
Blaise Vanden-Heuvel, Director of IT
As EDSI’s digital operations expanded and their IT environment became more complex, these inefficiencies made it harder to uphold SLAs and scale effectively. The team needed a unified platform that would restore control, streamline operations, and enable faster, smarter service delivery. Atera delivered exactly that in the form of a transformative, scalable IT management solution.
With Atera, EDSI gained an all-in-one solution that combined remote monitoring, ticketing, patch management, and automation in a single interface. Its cloud-native design allowed for fast onboarding and minimal infrastructure burden, while AI-powered tools radically streamlined support workflows. “We were immediately drawn to how intuitive Atera is,” EDSI’s IT lead shared. “It had everything we needed, without the bloat or complexity of larger systems.”
“Atera stood out initially because of the cost savings, and it gave us full control over our environment at the time. I was okay if it was a temporary monetary saving solution, but the tool grew to become way more than we expected it to. “
Blaise Vanden-Heuvel, Director of IT
Smooth onboarding makes for smooth implementation
Atera’s onboarding process impressed the team with its speed and simplicity. Within days, they had deployed agents, migrated workflows, and begun using the system. Guided onboarding, intuitive in-app support, and a robust knowledge base made the process easy and empowered the team to make the most of the platform.
“The transition from Zendesk to Atera was smoother than we expected. The documentation was clear, the support was responsive, and the team quickly got up to speed.”
Blaise Vanden-Heuvel, Director of IT
Atera quickly became EDSI’s central IT operations hub. Remote Monitoring and Management (RMM) enabled real-time visibility into all endpoints, including status, performance, and potential issues. Ticketing became more efficient, with a streamlined interface for managing internal requests, complete with automation, categorization, and reporting. Patch management ensured devices remained up to date without minimal disruption.
“Atera is now our operational backbone. Everything, from remote troubleshooting to documentation, is in one place,” <add name>
A new level of efficiency thanks to AI Copilot
AI Copilot has become a powerful assistant, helping technicians resolve issues faster and more accurately. The team uses it to generate scripts, summarize tickets, and even document resolutions, estimating it speeds up tasks from 20 minutes to two.
By eliminating manual overhead and reducing time spent on repetitive tasks, AI Copilot frees the team to focus on strategic initiatives. EDSI has cut average ticket resolution time by more than 25% and reduced overall ticket volume by nearly 15% through faster diagnostics and proactive support.
Delivering unparalleled SLAs
Since implementing Atera, EDSI has seen measurable improvements in both IT performance and overall team satisfaction. The team experienced a 15% reduction in support ticket volume within just two months. Average response time improved by 20%, enabling faster resolutions and a more responsive service experience for end users. The IT team now saves 48 hours per technician each week, the equivalent of adding an extra technician.
This increase in capacity has translated into more consistent support, greater user satisfaction, and a stronger ability to stay ahead of issues. Atera has also helped improve visibility across all devices, users, and technician performance, allowing the team to make better-informed decisions and operate more proactively.
“With Atera, we’ve turned our IT operation into a proactive, data-driven service desk,” the IT manager shared. “And with the AI tools, we’re working smarter, not harder.”
Why Atera is a good fit for EDSI
As EDSI continues to grow, Atera’s flexibility ensures the IT team can scale without overextending resources. The Growth plan supports their current needs while offering room to expand into additional services through the App Center and Robin, next-generation tools that further automate and optimize IT service delivery.
For EDSI, Atera has become more than a software platform. It is a strategic partner that helps the team deliver fast, intelligent, and reliable IT support. By consolidating systems, reducing manual work, and equipping technicians with powerful AI capabilities, Atera has established itself as an essential part of EDSI’s ongoing success.
“We’re just scratching the surface of what Atera can do,” said the team lead. “The fact that we can grow without switching tools is a huge advantage.”
