Last Updated on May 11, 2025 by Owen McGab Enaohwo
Andrew Dale is the technical director at CloudTech24, a managed IT services provider. He ensures that organizations get the utmost value from outsourcing their IT needs to his team so they can focus on the fine details of running their businesses.
The services Andrew and his team offer are only as good as their own operations. CloudTech24 needed to standardize their processes for seamless operations. In a quest to improve their processes, they discovered SweetProcess.
Andrew shares his experience of how SweetProcess hasn’t only helped streamline their operations but also enhanced his team’s efficiency.
About CloudTech24
CloudTech24 is a global, fully managed and supported IT services provider. Its team of technical experts offers 24/7 support to customers remotely to keep their IT infrastructure running continuously.
Based in the United Kingdom, CloudTech24 operates on advanced cloud technology with strong security to prevent cyber threats. It adopts a proactive approach to identify opportunities to enhance its clients’ systems and resolve security, health, and performance challenges.
The organization currently has about 25 employees.
Listen to the audio interview
Subscribe for more customer success stories
The Biggest Pain Point
As an IT services provider business, the team at CloudTech24 has always used technology in their operations. But they couldn’t achieve consistency across departments due to the limitations of the systems they were using.
“The system that we used for most of our documentation before was specifically IT-related. It was only relevant to the service test team, and it didn’t make sense for other members of the business to have access to it. So we needed something that was a bit more overarching and generic in terms of its ability to deliver documentation and process for anything rather than just specifically IT-related issues,” Andrew laments.
Accessibility was another challenge they had with their previous system. They had a system they could only use on their service desk system. As the world embraced remote work more, it became obsolete.
“We had a centralized documentation platform that people were able to access, but it was primarily service desk related. So it was purely for the IT team rather than the HR or sales guys or anybody else in the business. There were documents in SharePoint and places for people to go and find things, but it wasn’t as accessible or task-related as SweetProcess’s,” Andrew reveals.
Finding a Solution in SweetProcess
Businesses must continuously improve their processes to stay competitive. Understanding this concept, Andrew was keen on improving his organization’s operations when he noticed existing lapses. He sought a better system to standardize their operations.
“We were trying to standardize our approach to everything within the business—all of the repetitive tasks. Things that our services team needs to be able to do. We wanted something that could map out the process and procedure for things all the way down to how to raise an expense claim within the expense system or how to book leaves in the HR system. We wanted a centralized repository for the documentation process.”
Clear about the kind of system they needed, Andrew and his team started searching for it on Google, and then they found SweetProcess. Impressed with the SweetProcess demo, they signed up for the 14-day free trial with no credit card required. By the end of the trial, they had no doubt that SweetProcess was the software they needed.
How SweetProcess Improved the Operations at CloudTech24
Despite the many claims made by the various workflow tools on the market, many of them fall below the mark. Having a workflow tool that enhances your business operations is priceless. According to Andrew, he’s getting the value he sought in SweetProcess and has no problems using the software.
“We haven’t found any quirks or issues that we want to change. We have been using SweetProcess for a while now, and it works really well,” Andrew says. He tells us some of the ways he has implemented SweetProcess in his organization.
Tracking and Reporting on Repetitive Tasks
Repetitive tasks are a major part of an organization’s operations. If you don’t manage them effectively, repetitive tasks can waste your time and complicate your workflow. With SweetProcess, Andrew has been able to streamline the repetitive tasks at CloudTech24, empowering his team members to work faster and better.
“One of the key things for us was the ability to track and report on repetitive tasks and completion. We put in some procedures for doing a daily IT checklist for our service desk team. It runs across multiple different platforms. Because you can have a staged approach to the process and you can have different paths you go down depending on answers to the previous step, you can have a relatively complex workflow that just guides you in the right direction the whole way through.”
Team members working on a project get automatic updates on the project. That way, everyone is abreast of the progress. For Andrew, SweetProcess’s reporting feature is the biggest game changer.
“The reporting of tasks is the big one. When somebody completes a process, it’ll send an alert into Microsoft Teams to say this person has completed this process, and it then allows for validation and checking off of that process to make sure that this person has done it, and they followed every step, and it says that it’s been completed. It allows us to find holes in our processes.”
Employee and Client Onboarding and Training
SweetProcess has given the employee and client onboarding process at CloudTech24 a lift. Instead of spending a long time onboarding new clients and employees, the team creates and provides them with documents containing all the information they need to get started.
“Our projects and building team map out a standard document within SweetProcess that they will run through. It involves mapping out all the projects within our project management platform and implementing the different solutions that those clients are going to be using, the installation of different agents and products on endpoints, and taking it through, step by step.”
Providing new employees with the information they need drastically reduces the rate at which they make mistakes, ask questions, or seek assistance from their established colleagues. To streamline employee training with SweetProcess, you can create step-by-step instructions for each procedure they need to perform. Besides text, you can add images, videos, charts, diagrams, etc. to your processes.
Centralized Knowledge Base
A centralized knowledge base eradicates tribal knowledge—a situation where some employees are more efficient than others because they are privy to certain information.
SweetProcess helps Andrew overcome tribal knowledge and empowers all his team members with a centralized knowledge base. They store every piece of work-related information in the system so anyone on the team can access it whenever they need to.
“There’s now a centralized, standardized approach to everything that we do. Whenever we find something new that needs a stock response or a mapped-out process, it goes straight into SweetProcess—every part of our day-to-day life within the business, across all the different teams. And everybody has access to it, everybody uses it, and it’s just allowed us to have a standard approach to everything, which is exactly what we needed.”
Gunning for Growth
Growth is a priority for the team at CloudTech24. Having recorded success streamlining their operations with SweetProcess during the COVID-19 pandemic, they intend to keep using the software to ensure that their processes are fully optimized to yield the best results.
“We implemented SweetProcess at the beginning of the pandemic and it helped us standardize over the last couple of years. The next big goal for us is growth and making sure that we then have a more standardized approach to everything,” Andrew reveals.
The Next Step to Streamline Your Operations
What advice would Andrew give to anyone looking to streamline their operations? Speaking from his experience, he says you should try SweetProcess.
“I think they should go and take a trial of SweetProcess. Use it as if you were already using it for weeks. Upload any processes in there and just run with it. You’ll find that it’ll help you streamline everything.”
Your Call to Make
Andrew’s decision to improve his organization’s operations paid off when he discovered and implemented SweetProcess. Today, his team is more efficient and empowered to deliver great services to their customers.
Would you like to replicate his success story? It’s very simple. Sign up for a 14-day free trial of SweetProcess. You don’t need a credit card for access. At the end of your trial, you can choose to either walk away or continue using the system. It’s your call to make.