(980) 250-5021 hello@emptech.net

From no traction to high engagement

Leading Transformation:

Implementing GlassHive for a Boutique MSP

KSYS Group had struggled for years to adopt a CRM that could support consistent outreach, meaningful reporting, and a scalable sales process. After multiple unsuccessful attempts using systems that were either too complex or not built for MSP workflows, the organization needed a solution that would drive real engagement. I led the evaluation and full implementation of GlassHive—an MSP-focused sales and marketing platform—and oversaw its rollout across the entire outreach division. Within just three months, the team saw significantly higher activity, improved reporting visibility, and measurable results, including scheduled meetings, new opportunities, and campaign-driven projects.

Role: Principal Consultant
Client: KSYS Group (Internal Project)
Industry: Boutique MSP / Business IT Consulting
Date: 2025

{

Reflection

“Looking back, my only regret is that we didn’t begin this transformation sooner.”

The Challenge

Before GlassHive, KSYS Group had attempted several CRM platforms, each with major adoption issues:

  • Microsoft Dynamics CRM proved far too enterprise-focused; the complexity meant most of our real work still happened outside the system.
  • LACRM, while extremely simple, lacked structure—leading to mixed data, inconsistent fields, and no reliable reporting.
  • Built-in CRMs from tools like ConnectWise, SolarWinds, and QuickBooks weren’t viable, either—they mixed clients with prospects and created data bloat.

These issues resulted in:

  • No defined or repeatable sales process

  • Missed or lost leads

  • Little to no outreach consistency

  • No integrated reporting

  • Minimal insight into marketing activity or audience interest

By mid-2025, it was clear: KSYS Group needed a tool that team members would actually use and leadership could rely on.

Why GlassHive

After evaluating options again in June 2025, GlassHive stood out immediately for several reasons:

1. Deep MSP ecosystem integration
Vendor collateral, Microsoft incentives, partner-ready campaigns, and automated magic branding meant our content was always current and on-message.

2. Real marketing automation for small teams
Unlike prior tools, GlassHive unified email campaigns, social media management (especially LinkedIn), and website visitor analytics in one place—none of which we had meaningfully tracked before.

3. Industry metrics and performance benchmarks
For a boutique MSP/consulting firm without historical sales baselines, having real-time performance averages from similar industry peers helped us set reasonable activity and outreach targets.

4. Content creation and branding efficiency
Magic Branding and collateral automation eliminated hours of manual design and editing. Updated vendor-driven content kept campaigns fresh and seasonally relevant with almost no internal burden.

A Microsoft quarterly meeting in June 2025 also highlighted GlassHive’s integration with their partner incentives—further validating the platform as a strategic fit.

My Role & Leadership

Title: Principal Consultant
Team Size: 5 users (including myself and the Manager of Outreach Division)

I led the entire implementation from strategy to execution. Key responsibilities included:

  • Full configuration & setup of the CRM and marketing automation tools

  • Building branded email templates, campaign collateral, and outreach journeys

  • Setting up vendor-linked campaigns and seasonal content pipelines

  • Leading weekly sprint meetings to drive momentum

  • Establishing go-live deadlines and holding the team accountable

  • Providing hands-on user training, both individual and group

  • Writing SOPs and documentation for long-term adoption

  • Overseeing change management, including adjustments to data entry rules and expectations

The biggest hurdle came during launch. The Outreach Division Manager wanted to perfect the migrated data before go-live—but manual cleanup would have delayed the project significantly. With a firm deadline approaching, I made the decision to move forward with mostly clean data, prioritizing adoption and momentum over perfection.

Adoption & Change Management

Initial adoption challenges centered around overly detailed data-entry rules that made activity logging cumbersome. Users struggled to keep up, which risked creating the very problem we were trying to solve: no data at all.

To correct this, I:

  • Simplified data entry requirements

  • Provided clear guidance on what leadership would review

  • Showed reports and dashboards during team meetings, increasing visibility and accountability

  • Reinforced the importance of accurate activity tracking through positive feedback and recognition

Once users saw their work reflected in dashboards—along with how leadership actually used the data—engagement increased quickly.

My role as the internal champion was essential. With a small team and no dedicated sales operations department, executive involvement was the deciding factor in adoption.

Timeline

  • Began evaluation: June 2025

  • Presented to executive team: July 2, 2025

  • Initial configuration + sprint planning: July–August

  • Official user rollout: August 15, 2025

Measured Impact (First 90 Days)

Within the first three months of adoption, the team saw substantial gains:

  • 23 meetings scheduled

  • 384 qualified leads added

  • 2 proposals actively in play with prospects

  • 2 new client projects secured from recent outreach

  • Proposal turnaround reduced from 7 days to 2

  • Significant increase in LinkedIn engagement using automated social management

  • Clear, accurate reporting on outbound calls, emails, responses, and campaign activity

Long-Term Value

Implementing GlassHive changed KSYS Group’s internal operations in meaningful ways:

  • A real sales pipeline for the first time

  • Reliable, actionable reporting for leadership

  • Standardized outreach processes

  • Consistent engagement with prospects

  • Stronger social media presence and website analytics

  • A culture shift toward data-driven activity

  • Scalable workflows for future growth

Campaign Success Story

A four-week email campaign leading up to the October 15, 2025 Windows 10 end-of-life deadline achieved a 78.18% open rate, driving two major PC replacement and upgrade projects. This was one of the strongest campaign responses the company had seen in years.

For the first time, KSYS Group built meaningful prospect engagement outside of long-term legacy clients. GlassHive helped establish a rhythm for daily, weekly, and monthly sales activity—something the company had never successfully maintained before.

Contact Us

Charlotte, North Carolina

hello@emptech.net

(980) 250-5021

About Us

Empress Consulting is led by Jillian Dato Hamady, a strategic executive with over 25 years of experience in business, operations, and technology consulting. We help organizations simplify complexity, strengthen leadership, and evolve through smart, people-focused solutions. Together, we turn insight into action and ideas into measurable success.

Follow Us