78% Fewer WiFi Support Tickets and 22% Revenue Increase Across 50 MSP Clients

The Challenge

Summit MSP Group manages IT infrastructure for 50 small and mid-sized businesses across the Pacific Northwest. WiFi authentication was their single biggest headache - and their clients' most frequent complaint.

Every client had a different setup. Some ran on-prem RADIUS servers that needed constant patching. Others relied on shared pre-shared keys that employees would post on sticky notes. A few had no authentication at all - just open networks with a prayer. The diversity of hardware made it worse: Meraki at one client, UniFi at another, Aruba at a third. Each required different configuration expertise.

The support team was drowning. WiFi-related tickets accounted for nearly 40% of their total volume, and each ticket required a technician who understood that specific client's setup. There was no way to offer WiFi management as a scalable service - it was pure cost, eating into margins with every new client added.

• 50 clients with different WiFi hardware vendors and authentication methods
• On-prem RADIUS servers requiring constant patching and maintenance
• WiFi tickets consuming 40% of total support volume
• No standardized approach - each client was a snowflake
• Unable to offer WiFi-as-a-service due to management complexity

The Solution

Summit MSP Group deployed IronWiFi's multi-tenant platform across all 50 clients in just 4 weeks. The key was IronWiFi's vendor-agnostic cloud RADIUS - it worked with every access point brand their clients used, eliminating the need for per-vendor expertise.

Each client got their own isolated tenant within the platform, with dedicated RADIUS configurations, user directories, and captive portals. Summit's NOC team managed everything from a single dashboard, with role-based access that let junior technicians handle routine tasks without touching critical configurations.

The API integration was the game-changer. Summit connected IronWiFi's webhooks to their PSA (ConnectWise) and RMM tools, automating user provisioning and deprovisioning as employees joined or left client organizations. White-labeled captive portals gave each client a branded experience without Summit needing to maintain separate infrastructure.

• Multi-tenant platform with isolated configuration per client
• Single management dashboard for all 50 clients
• API integration with ConnectWise PSA and RMM tooling
• White-labeled captive portals for each client's branding
• Automated user provisioning and deprovisioning via webhooks
• Vendor-agnostic RADIUS supporting Meraki, UniFi, Aruba, and more

The Results

The transformation was both operational and financial. Within the first quarter, Summit MSP Group had not only reduced their support burden dramatically but had created an entirely new revenue line.

WiFi-related tickets dropped from 40% of total volume to under 10%. The automated provisioning eliminated the most common ticket type entirely - new employee WiFi access requests. When issues did arise, the centralized dashboard meant any technician could troubleshoot any client in minutes, regardless of their hardware vendor.

The revenue impact was equally significant. Summit packaged IronWiFi as a managed WiFi security service, adding it to their standard MSP stack at a margin that exceeded their traditional offerings. Existing clients upgraded willingly, and the service became a differentiator in new client pitches. The 22% revenue increase came not from raising prices, but from offering genuine new value.

Timeline

From the initial decision to full deployment across all 50 clients, the project took 4 weeks. The first 10 clients were onboarded in week one as a pilot. After validating the approach, the remaining 40 clients were migrated at a rate of approximately 15 per week. Each client onboarding took roughly 15 minutes - point the access points to IronWiFi's RADIUS servers, configure the tenant, and import the user directory.