Episode Summary
Syncro is a unified IT management and security platform built for MSPs and IT teams, and August eTech shows what that looks like in daily practice. In this Partner spotlight, Janice Mahlmann, Founder and CEO of August eTech, shares how her outsourced IT department and outsourced cybersecurity department made the switch to Syncro. Based in the New Jersey and New York metro area, August eTech supports clients from five to 400 employees, with client sites across the US, Europe, and Asia. After about five years on ConnectWise, Janice and her team went looking for a platform that would grow with them instead of nickel-and-diming them at every turn.
Janice’s team is organized into a help desk team, a systems team, and a security team, and each morning they review their ticket boards to see what needs attention. Syncro sits at the center of that work. Alerts and information flow into Syncro, which distributes each item to the correct department and tags it so the right people pick it up. Last year, August eTech launched a new MSSP offering, an outsourced cybersecurity service that pushes additional security tools into current and new clients, and Syncro is what lets the team deploy those tools and route every resulting alert.
Janice has also built on Syncro’s API. Working with a third-party vendor, NetCarrier, she designed a blueprint that uses Syncro’s APIs to power an automated voice attendant. When a client calls about a ticket, the system pulls the ticket, client, and project information they need, tells them which technician is assigned, and helps them reach that person or schedule an appointment. The result is that her in-house team can stay focused on IT instead of answering phones. What keeps Janice invested is a vendor that acts on feedback, funneling her team’s requests to the right people and shipping the changes back.
Guest-at-a-Glance
💡 Name: Janice Mahlmann
💡 What they do: Founder and CEO
💡 Company: August eTech
💡 Noteworthy: Janice founded August eTech as an outsourced IT department and outsourced cybersecurity department, serving clients from five to 400 employees across the New Jersey and New York metro area and around the world. She designed a Syncro API blueprint that powers an automated voice attendant for client calls.
💡 Where to find them: LinkedIn | August eTech Website
Key Insights
A Modern Platform and a Vendor That Shows Up
When August eTech went looking for a new platform, the way each vendor showed up told Janice everything. She evaluated three companies, and Syncro answered right away, set up a trial, and booked a demo without the back-and-forth. The other two replied to an email or two, promised to schedule something, and then went quiet.
The contrast ran deeper than the sales process. After about five years of watching the ConnectWise bill climb with one add-on tool after another, Janice wanted a platform built for where technology is heading. To her, ConnectWise looked frozen in time, while Syncro looked like a modern system from a company that wants to keep growing.
“ConnectWise looked like it was built in the ’90s, and it stayed looking like that. Syncro looked like, okay, this is a modern system, and they’re a company that wants to evolve and keep growing, and I wanna be part of that.”
– Janice Mahlmann, Founder and CEO, August eTech
Tag and Route Tickets to the Right Team
August eTech runs on three teams, a help desk team, a systems team, and a security team, and each morning they scan their ticket boards. Syncro keeps that triage clean. Every alert and update flows into one place, gets routed to the correct department, and gets tagged so the right person owns it.
That routing became even more valuable when August eTech launched its MSSP service last year. The offering adds security tools into current and new clients, and Syncro is what pushes those tools out and channels each resulting alert to the team that should act on it.
“We have all the alerts and all the information going into Syncro, which allows it to get distributed to the correct department and get alerted and tagged in a particular way.”
– Janice Mahlmann, Founder and CEO, August eTech
Building on the API for an Automated Voice Attendant
Janice’s most ambitious project sits on top of Syncro’s API. Working with NetCarrier, a third-party vendor, she designed a blueprint that turns Syncro data into an automated voice attendant. When a client calls in with a ticket number, the system looks up the ticket, the assigned technician, and the client and project details, then helps the caller reach that technician or schedule an appointment.
The payoff is time. Instead of dedicating someone to answer phones, August eTech keeps its whole in-house team focused on IT work.
“So it’s been just great and a phenomenal change in the way that we work so that now all the in-house people can be completely working on IT rather than having to dedicate someone to just answer the phones.”
– Janice Mahlmann, Founder and CEO, August eTech
Partner Takeaways
Automate the Help Desk So Techs Focus on IT
Much of the day-to-day work at an outsourced IT department is repetitive, and Syncro handles a lot of it automatically. On the help desk side especially, technicians push out changes and work in the back end without interrupting a client or taking up their time. That automation frees the team to spend its hours on the work that actually needs a person.
A Feedback Loop That Ships Changes Back
For Janice, the relationship matters as much as the tooling. She wants a vendor that keeps advancing its technology and, just as important, listens to the people using it. When her team flags an issue or asks for a change, that input reaches the right people at Syncro, and the fix comes back. That responsiveness is what keeps her confident she picked the right platform.
“Being able to know that I can have an issue with something or want something changed and say, ‘Hey, you guys could do something better, it would really help us,’ and that actually gets funneled to the right people, and we actually get that change or that fix back, and that’s really important.”
– Janice Mahlmann, Founder and CEO, August eTech
Don’t just manage IT. Secure it with Syncro.
See what a modern, responsive platform can do for your team, and book a demo or start a free trial at syncrosecure.com.
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