As our business has grown, so have the demands on the systems that support our clients. Since introducing our current internal platform, we’ve grown by more than 300% and handled over a quarter of a million support tickets.
That scale has been a positive challenge, but it also highlighted a limitation. We were continuing to adapt an off‑the‑shelf system that was never designed for the way we now work. Rather than forcing further compromises, we decided to do what we regularly help our clients do: take what we’ve learned through experience and build something better.
That decision led to Orbit, our new internal system, designed specifically around our service model and the level of support we want to deliver.
Built Around How We Work
The name Orbit reflects a simple idea. Our clients sit at the centre of everything we do, and our systems, processes and teams revolve around supporting them as effectively as possible.
From the outset, our goal wasn’t just to meet industry standards. It was to create something industry‑leading! A platform that enables consistency without sacrificing the flexibility that defines how we support our clients and gives us the ability to adapt to all the changes coming in the future.
What’s Changing
Over the next three months, our teams will transition to Orbit through a phased, department‑by‑department rollout.
During this period, you may notice some small differences in how tickets look or are handled, depending on which team is responsible.
You may also notice that some of our invoices look different. We’ve included an example of our new invoice template below.
Importantly, there’s nothing you need to do differently. Support will continue as normal throughout the transition.
Why This Matters for You
Helioentrix has always aimed to break away from the typical MSP model. Instead of forcing clients into a fixed, standardised setup, we’ve focused on delivering a personalised service that reflects the reality of each environment.
Most IT platforms are designed for uniformity, not flexibility. By building our own system, we’re able to support your environment more effectively, while continuing to offer the tailored approach you value.
Put simply, Orbit gives our team better tools, which allows them to support you more consistently and more efficiently.
The Improvements You’ll See Over Time
The initial phase of Orbit focuses on replacing our existing system in a way that better supports our flexible service model. As a result, you shouldn’t expect major visible changes straight away.
As the platform matures, however, you can expect practical, day‑to‑day improvements such as:
- Faster issue resolution, with less downtime and disruption
- Clearer and more consistent communication, regardless of who you speak to
- Simpler, more consolidated billing where applicable
These improvements are designed to reduce friction and save time, allowing us to focus on proactive, high‑value support.
Looking Ahead
Orbit isn’t a one‑off project. We have a 24‑month roadmap to continue developing the platform, making use of the latest technology to further enhance our service offering.
One of the first major additions, planned for later this year, is a new client portal currently scheduled for autumn. This will provide access to information such as device lists, user lists, licensing details, quotes and invoices, with additional features introduced over time.
We’ll share more detail as we get closer to launch, but this is just the beginning of how Orbit will continue to evolve in support of our clients.