About Aqua IT Support
Aqua IT Support delivers stress-free IT services to businesses across central Scotland, building their reputation on exceptional personal service and rapid response times. With first-call fix rates exceeding 90% and most issues resolved in under 20 minutes, they've become the trusted IT partner for SMEs who value direct, responsive support. As their client base expanded, Aqua IT Support reached out to 63Digital to create a platform that could scale their personal service approach without compromising quality.
Technologies
ASP.NET Core
C#
SQL Server
Microsoft Azure
Features
IT asset cataloguing and tracking
Job ticketing with priority dashboard
Client portal with secure access
Instant search across all data
Benefits
90%+ first-call fix rate at scale
Hours saved weekly via search
Full compliance audit trails
Secure remote client access
Understanding The Challenge
Managing IT infrastructure for multiple clients through shared OneDrive spreadsheets was becoming unsustainable. Multiple engineers updating the same files led to inconsistencies, while security concerns grew - there was no way to restrict access to sensitive client data or safely share information with clients who requested it.
Growth in both client numbers and client size meant their informal systems couldn't meet increasing demands for compliance and auditability. However, we saw this as an opportunity to transform how Aqua delivered their services. 63Digital would create a comprehensive Client Management Portal that solved immediate problems while positioning them for sustainable growth.
Phased Implementation for Proven Success
We took a strategic phased approach, initially focusing on a robust internal platform. Over 3-4 months, we developed a system that replaced sprawling spreadsheets with a unified, secure portal.
The platform provides controlled access for each engineer, with comprehensive IT asset cataloguing - serial numbers, configurations, network details - all stored in a structured, searchable format. Manual data migration allowed Aqua to audit and correct historical inconsistencies.
After a year of successful internal use, we added client-facing capabilities in just 1-2 months, transforming the platform from an internal tool into a service differentiator.
Product Showcase
Clarity and efficiency drive every aspect of the Aqua portal. The streamlined interface ensures engineers can access critical client information instantly, whether managing tickets from the office or retrieving asset details on-site.
Intelligent Job Management & Daily Prioritisation
The portal introduced sophisticated job and ticket tracking. When clients contact Aqua, tickets are logged with full context, assignment history, and supporting files. Each maintains a complete audit trail.
The dashboard revolutionised daily operations. Engineers start with prioritisation sessions, viewing all open tickets across assigned clients, sorted by priority, age, or client. This systematic approach ensures critical issues always get attention first.
Security-First Design with Complete Auditability
Security is built into every aspect. Engineer access is granular, with every action logged in detail, creating comprehensive audit trails that satisfy security best practices and compliance requirements.
The platform is fully GDPR compliant, with robust data protection measures that have become a key selling point for enterprise clients.
System-Wide Search Transforms Daily Operations
The portal-wide search functionality has been transformative. Engineers can instantly find information with just a fragment - part of an IP address, serial number, or asset tag. What once took minutes now happens in seconds, saving hours each week.
Client Portal Opens New Possibilities
The client-facing portal exceeded expectations. Clients can securely access their IT information - checking router IPs, revealing passwords, or viewing configurations. Read-only access maintains data integrity while providing the transparency clients expect.
This selective feature allows Aqua to choose which clients get access and what they can see, proving particularly valuable with larger clients.
Measurable Business Impact
The transformation touched every aspect of operations. Engineers report dramatic efficiency improvements, with structured data entry ensuring consistency. Error reduction has been significant, and client satisfaction has notably increased.
The platform enables Aqua to confidently take on larger, more complex clients while maintaining their personal service ethos. What started as a spreadsheet replacement has become their operational backbone.
A Partnership Built to Last
Over five years of collaboration, 63Digital and Aqua IT Support have built a true technology partnership. The platform continues evolving, with current development expanding engineer notifications beyond email.
This relationship extends beyond the portal, with both companies collaborating on other projects. From shared spreadsheets to a sophisticated platform managing critical infrastructure across Scotland, Aqua's transformation showcases how the right technology amplifies strengths rather than changing identity. Their commitment to personal service remains - just delivered through a platform that makes it faster, more secure, and infinitely more scalable.
If you're a growing business ready for systems that match your ambition, reach out to us
Managing growth through shared files and manual processes limits your potential and increases risk - just ask Aqua IT Support, who transformed their operations with our secure client management portal.
Work with 63Digital today to build the platform your business deserves - one that amplifies your strengths rather than constraining them.