Over the past two years, Net Friends has made a significant investment in Robotic Process Automation (RPA), fundamentally transforming how we deliver value to you, our clients. This is not just a technology upgrade; it is a commitment to efficiency, consistency, and unparalleled service quality that has established Net Friends as the regional leader in automated Managed IT Services.
Leader in Service Automation
While others in the Managed Services Provider (MSP) space are just beginning to consider automation, Net Friends has already built a powerful, dedicated team of certified Integration Engineers and Architects. Every day, this team designs, deploys, and refines complex automated workflows, giving you a distinct advantage:
- Faster Service Delivery: Routine tasks are handled instantly by automation.
- Greater Consistency: Automated processes eliminate human error and ensure reliable outcomes every time.
- Scalable Support: We can grow our capacity to support your evolving business needs without compromising quality.
Our success has positioned us as thought leaders in the automation ecosystem. This means we are not just using automation, we are helping to shape its future, ensuring our clients always benefit from the most advanced capabilities available.
"We are committed to delivering practical, high-value automation in IT operations," said Net Friends CEO John Snyder. "When we automate a task or workflow, it reflects a well-defined, mature process—one we can deploy on behalf of our clients with greater speed, precision, and reliability."
The Power of Small Wins
Our efficiency is not due to one large process change. It is the result of hundreds of small, dedicated automations working in concert. Net Friends saves 374% more hours through automation than the average MSP in North Carolina.
Here are a few concrete examples of how this translates into better service for you:
Beyond efficiency, RPA has unlocked entirely new service possibilities, such as our innovative co-managed ticketing solution. To work effectively with external IT teams that use stand-alone ticket systems, our systems must rapidly and selectively exchange relevant data for unified operations while strictly isolating all private or sensitive information. This service allows us to seamlessly integrate and synchronize our ticketing system with yours, ensuring a smooth, consistent experience for all end-users. This capability demonstrates how automation extends the reach of individual tools and platforms. Executed properly, this allows a single action to trigger routine and logically sound effects that cascade downstream, making workflows feel more natural and intuitive as our systems anticipate needs and automatically handle the next steps.
The Impact
Our investment in RPA has yielded dramatic improvements across key performance indicators:
1. Time Savings
A year ago, we celebrated 120 hours saved per month through automation. Today, that figure has more than doubled to 300 hours saved per month! We expect to exceed 1,000 hours save per month in 2026.
This is the equivalent of hundreds of hours freed up for our skilled technicians to focus on complex problem-solving, strategic initiatives, and direct, high-value client engagement, leading to better outcomes for your business.
2. Industry-Leading Efficiency
The real-world impact of RPA is reflected in our technician-to-user ratio of over 200 users per tech. This significantly outperforms the industry average of 100 to 150 users per technician without sacrificing customer service.
By eliminating manual, repetitive work, RPA ensures you receive focused and effective support by allowing our experts to apply their technician skills where they matter most. This freedom from heads-down, tedious tasks means our technicians are more available and ready to jump to your aid when you need them, and even on quiet days, automation enables them to spend more time being proactive and forward-thinking about how to improve your outcomes.
3. Client Satisfaction
The ultimate measure of our success is your satisfaction. For six consecutive years, Net Friends has maintained a Net Promoter Score (NPS) above 90. Our current score stands at an exceptional 95, drastically outperforming the typical industry average (often below 50).
Our clients are delighted. This sustained high level of client satisfaction is intrinsically linked to the speed, consistency, and accuracy provided by our RPA-assisted services.
Your Competitive Edge
Net Friends’ commitment to Robotic Process Automation has become our key differentiator. It positions us not just as an IT service provider, but as a strategic partner leveraging innovative technology to deliver tangible, measurable value to your organization.
We are committed to continuous improvement, ensuring that you receive the most efficient, reliable, and high-quality IT services available.
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Net Friends Recognized by NC TECH for Advancing IT Operations with Automation
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At Net Friends, we believe in the power of human expertise. While we leverage AI to enhance our content and processes, all blog posts are written and edited by our knowledgeable staff. You can trust you are getting insights directly from our team.