BRIGHTWORKS GROUP LLC
How Brightworks Group LLC turned email archiving into a turnkey strength with Org IQ
Use case
Compliance, Client Success, Admin Efficiency
Industry
Managed Service Provider (MSP)
Team size
11–50 employees
Product features
Search & Reporting, Proactive Alerts, Guest Access, Tamper-Proof Archiving
Managing IT for numerous small businesses means every minute matters, and every support ticket chips away at your margins. Brightworks Group, a human-centered managed IT services provider, supports over a thousand users across multiple high-demand SMB environments. They experienced firsthand how clunky archiving tools could slow their team and frustrate clients.
The challenge: clunky tools and endless tickets
Before Org IQ, Brightworks Group was relying on a legacy archiving vendor (one their engineering director called “the most failure-prone part of our stack.”) For internal techs, just locating a client’s archived message meant logging in, navigating a clunky UI, and hoping exports didn’t fail. Even simple tasks like confirming retention settings took unacceptably long.
And if it was this frustrating for trained technicians, just imagine what their non-technical SMB clients were experiencing. Confusion, delays, and dead ends often led to a flood of support tickets, adding pressure to an already overextended team still trying to master the system themselves.
It was a learning curve on top of a service burden that scaled poorly as the Brightworks client base grew.
“Every audit cycle or client churn risk turned into a scramble,” says Ian Miller, their Engineering Manager. “And we were getting blamed for problems that weren’t even our fault. The tools just couldn’t keep up.”
The solution: a better archive, built for MSPs
Switching to Org IQ marked a turning point. Within two short days, Brightworks’ team had deployed the solution across dozens of client environments (no DNS reconfiguration, no downtime).
Org IQ gave them:
- Proactive alerts to catch issues before clients ever notice
- Intuitive reporting to spot risks and prove compliance in seconds
- Fast, accurate search across all client inboxes, even shared ones
- Simple, secure guest access for external consultants and legal teams
- And clean, affordable pricing models geared for MSP realities
“The first time we completed a discovery ticket for a critical client email in under 30 seconds, our engineer just laughed,” Ian recalls. “We’d spent years making excuses for our old system. Now, archiving is our most reliable way of giving our clients the speed, continuity, and visibility they signed up for.”
Results: lower ticket volume, higher client satisfaction
Since migrating from their previous archiving provider and rolling Org IQ out across their managed accounts, Brightworks Group LLC has:
- Cut email archive-related support tickets by over 60%
- Reduced time to retrieve messages from minutes to seconds
- Standardized archiving across M365 clients with no infrastructure drag
- Reclaimed 10+ hours/month in technician time previously lost to search bottlenecks
Most importantly, their clients were happier, and routine search and client management tasks no longer ate up the bulk of their day.
“Org IQ made us look like heroes to our clients. It’s reliable, flexible, and invisible in the best way.”
— Ian Miller, Engineering Manager, Brightworks Group LLC