Episode Summary
Syncro is a unified IT management and security platform built for MSPs and IT teams, and Tom Bull has put it at the center of his shop. In this Partner spotlight, Tom Bull, Owner and Operator of Two River Computer, shares how his New Jersey business consolidated its tools onto Syncro. Two River Computer formed in 2006 to provide technology support for homes and small businesses, and over time it grew into a full MSP alongside its computer repair and on-site installation work. Tom describes the team as tech experts: if it connects to the internet, they probably know how to do it.
Tom’s path to Syncro started with RepairShopr in 2013, the tool he used to run the repair side of the business. When Two River needed managed services, RepairShopr didn’t offer them yet, so Tom went outside for that piece. RepairShopr later spun off and became Syncro, and once Tom saw the product maturing and earning positive feedback, Two River moved over in 2022. The payoff was consolidation: what used to take three separate tools now runs in one, so a technician can identify a user and their asset, connect quickly, and fix the problem in the foreground or the background.
Looking ahead, Tom is focused on efficiency. A lot of Two River’s tickets run about five minutes, and he’s watching Syncro’s AI progress closely as a way to handle that routine work instead of tying up a technician. As a member of the Partner Advisory Council, Tom also has a direct line to Syncro’s developers and management, where he can share what the team loves, what it wants changed, and see the company act on that feedback.
Guest-at-a-Glance
💡 Name: Tom Bull
💡 What they do: Owner and Operator
💡 Company: Two River Computer
💡 Noteworthy: Tom started Two River Computer in New Jersey in 2006 and moved the business onto Syncro in 2022, consolidating his tools into one system. He also serves on Syncro’s Partner Advisory Council, where he helps shape the product.
💡 Where to find them: LinkedIn | Two River Computer
Key Insights
Three Tools Into One
When Two River moved to Syncro, the biggest change was consolidation. Instead of switching between separate systems to find a customer, spot their asset, and connect to it, Tom’s technicians now work from one place. That means less time hunting for information and more time solving the problem, whether they handle it in the foreground or quietly in the background.
“What we were able to do is take three panes of glass and turn it into one.”
Tom Bull, Owner and Operator, Two River Computer
The efficiency shows up in everyday work. A technician can go to a customer, identify the user and their asset, connect fast, and apply changes right away, overtly or covertly. For a lean shop, cutting that friction adds up across every ticket.
Snapshot Secure Score as a Security and Sales Tool
When Syncro introduced the Snapshot, Two River could get into a customer’s Microsoft 365 tenant and see their secure score for the first time. That was eye-opening, Tom says, because the team had assumed those tenants were already as secure as they could be. They weren’t. The Snapshot showed exactly where the gaps were, so Two River could make changes and close them.
“So it was a twofold thing. It solved some problems, some security issues for us, but it also provided some sales opportunities by showing people the reality.”
Tom Bull, Owner and Operator, Two River Computer
The secure score also became a sales tool. Armed with real numbers, Tom could go back to the customers whose tenants he manages, show them where they stood, and explain how Two River could raise the score. The same view that fixed security gaps opened up new conversations, and both sides came out ahead.
Automated Remediation and Pricing That Scales
Ticket automation is where Tom sees a lot of the day-to-day savings. Syncro helps Two River sort tickets into the right buckets automatically, which cuts out a lot of manual labor. Automated remediation goes a step further: when an alert shows a machine dropping below a threshold the team set, Syncro can run tools to fix it, open the ticket, do the work, close it, and tell the customer, all without a technician stepping in.
“When an alert comes into our ticketing dashboard that maybe a computer is running low on drive space, it’s below the threshold that we established, it can automatically run some tools to free up more space and then in effect, open the ticket, do the work, close the ticket, and tell the customer, ‘Hey, we did something really cool for you just now.’”
Tom Bull, Owner and Operator, Two River Computer
The economics matter just as much. Syncro prices per technician instead of per endpoint, which Tom says works for a shop just getting started and stays beneficial as the business grows. Paired with the remediation and automation tools that make each technician more efficient, that pricing model is his top pitch to other MSPs.
Partner Takeaways
A Partner Advisory Council That Acts on Feedback
Tom sits on Syncro’s Partner Advisory Council, and what stands out to him is that the access is real. He can talk directly with developers and management, tell them what he loves, what he hates, and what he wants built, and then watch them act on it. That kind of responsiveness is rare, and Tom says it is not something he sees from Syncro’s competitors, who he feels are not as grounded with their users.
“As a member of the Partner Advisory Council, at this level, to be able to speak with developers and to speak with management and let them hear the things we love, the things we hate, the things we want them to do, for them to hear us and act on it is unusual.”
Tom Bull, Owner and Operator, Two River Computer
AI for the Five-Minute Tickets
A lot of Two River’s tickets take about five minutes, and many of them are simple, repetitive fixes like the printing issues Tom calls “the bane of the MSP’s existence.” He tracks that time closely, and he sees those short tickets as the perfect job for AI. Handing that routine work to automation would free his technicians for the problems that actually need a person, and it is the advancement he is most looking forward to from Syncro.
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Syncronized is the MSP podcast that drives MSP growth, from startup to scale-up. In each episode, we dive into the topics that matter most to IT providers, such as automation, AI, service delivery and profitability. Join us as we engage with experts and gain hands-on insights and practical advice you can directly apply to propel your business forward.
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