CASE STUDY
From Free Insights to Premium: Why TBXI Upgraded
How access to the free Insights report turned into a leadership-level decision tool.
HEADQUARTERS
Thunder Bay, Ontario
PEER GROUP
IT Nation Evolve
MSPCFO USER
Insights Since 2025, Premium Since 2026
FEATURED VOICE
James Tomlinson
VP Information Technology
What TBXI saw with the free Insights report:
Top 5
Managed Services clients ranked by value-based pricing.
Bottom 5
Managed Services clients ranked by value-based pricing.
Trending
Which clients are improving or worsening .
Time
How well your techs do at entering time.
THE PROBLEM
Assumptions About the Bottom of the List
The team knew their top customers. They assumed the bottom of the list was a different set of accounts, and that the delta between best and worst was closer than it was.
We knew who our top customers were. We didn’t know who our bottom ones were.
James Tomlinson
VP Information Technology, TBXI
Are we doing well compared to 3 months ago? Compared to 6 months ago? Have we moved the needle? To me, that’s where the value is.
James Tomlinson
VP Information Technology
How MSPCFO Changes the Process
The assumption was wrong. Looking at Insights for multiple months helped surface those assumptions — before TBXI had spent a dollar. Premium then turned that one-time correction into a monthly read on agreements, technicians, and unbilled revenue.
The Outcome
TBXI wasn’t a team standing still — they had moved up from Evolve Level 2 to Level 3 within the year. Premium still surfaced categorical problems the team hadn’t fully reckoned with.
- →Agreements that had never been billed correctly, caught in the first weeks
- →Project delivery and scoping problems surfaced as categorical issues, not one-offs
- →Benchmarked time entry and utilization among peers on the same team
There have already been monumental shifts in how we operate. But this is still bringing out stuff we’re like ‘ooh, we’ve got to do a better job with this.’
James Tomlinson
VP Information Technology, TBXI