From every IT ticket to every timezone: How Expel boosted CSAT with Fixify

The company

Expel is a leading cybersecurity company that offers managed detection and response (MDR) services. Vice President of IT, Dave Brown, leads three core teams — IT support, business systems, and IT engineering — that support more than 400 employees. Expel operates primarily as a remote-first company, with its Herndon, Virginia office primarily used for meetings and events.

The situation

Before Fixify, Expel’s IT support desk handled everything in-house: tickets, office tech, video conferencing, and wifi. As the company looked to accelerate growth, Brown faced tough trade-offs.

The company focus was clear: “We have to ‘do more with less’ across the board."

"As I thought about where Expel is at — its growth trajectory, interest in emerging markets, opening up business in new countries — I have to be judicious about where I’m spending my dollars,” Brown recalls.

That meant prioritizing higher-impact projects and bringing in outside help for frontline support. Drawing on past experience, Brown explains, “I found a hybrid resourcing model works best. So you have badged Expel employees plus outside services providing for flex and surge resources,” he says.

Evaluating solutions

One thing Brown knew for sure — he needed a partner that could deliver the outcomes he was looking for.

What he needed was simple: get ticket triage off his team’s plate, without letting customer satisfaction (CSAT) scores or service level agreements (SLA) slip — bonus points if they went even higher.

 “When I’m looking to bring in an outsourced service provider, I’m not buying tech, I’m buying an outcome,” he says.

Expel ran a proof-of-concept (POC) with Fixify to see if the partnership would deliver. "The POC with Fixify made it clear to me that this was a partnership that was going to bear fruit. We didn't have to look any further."

How Fixify helps

For Expel, the proof point wasn’t just that Fixify could run a help desk — it was how the team showed up in the details.

Brown’s first priority was coverage. “Fixify’s service matched well with Expel’s required hours of coverage,” he says. Fixify started by aligning with what Expel’s internal team was already providing, then pushed further — extending coverage and ultimately delivering full 24x7 support.

From there, the partnership went deeper, with Fixify adapting to Expel’s way of working. “A willingness to work hand-in-hand to develop custom playbooks,” Brown explains. “That was huge."

Transparency was another differentiator. As Brown puts it, “The dashboarding that’s provided in Fixify lets us inside the tent so we can really see how the Fixify team is operating the service."

And the tech fit mattered. Fixify’s bring-your-own-tech approach slotted right into Expel’s environment without creating lock-in. "We weren’t looking to replace our ITSM platform, and Fixify integrated well with our Jira Service Management.” The team could continue working in their familiar tools while gaining the benefits of Fixify.

When it comes to AI, Brown saw a clear benefit: “When I think of AI — agentic AI and automation — I know Fixify will be delivered with fidelity, consistently.” For him, pairing that reliability with a human touch isn’t just a nice-to-have — it’s what sets Fixify apart as a partner.

The results

With Fixify tackling tickets end-to-end, Expel’s IT team directed their energy toward high-value projects that accelerated career growth.

They didn’t have to worry about incoming support tickets because the benefits spoke for themselves:

Fixify now touches every inbound request, triaging each ticket so nothing slips through the cracks, and resolves about 70% of Expel’s tickets end-to-end. For tickets that fall outside of scope, Fixify provides rich triage details and context, so when they’re assigned back to Expel’s internal team, they can get straight to solving the issue — without wasting time figuring out what’s going on.

Fixify’s around-the-clock coverage lets Expel confidently onboard and support employees in any time zone — without adding headcount. It gave the team a way to do more with less, sidestepping the cost and complexity of building and staffing a 24x7 support team on their own.

And employees noticed the difference — in the best way. Because Fixify matched the processes they were already used to, there was no retraining required — just another reliable team stepping in to help. And it showed: “Our CSAT is exceeding expectations, as Fixify is triaging and resolving more tickets with one touch,” Brown says.

Final thoughts

If you’re considering it, Brown’s take is: “Give Fixify a shot.”