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How Matrix IT Made Admin Access Requests a Non-Issue with CyberFOX AutoElevate

Matrix IT serves a wide mix of clients, front law firms, and financial services to maritime and shipbuilding businesses. With so many unique environments to manage, the team needed a better way to handle admin requests without slowing users down or burying the service desk in tickets. In this testimonial, CTO Kev Penny shares how CyberFOX AutoElevate helped his team simplify admin requests, while cutting down tickets and delivering a smoother customer experience.

Matrix IT CyberFOX AutoElevate Testimonial UK MSP

Customer Snapshot:
Matrix IT

Speaker:
Kev Penny, CTO

Team size:
~50 people

Location:
Fareham, England

Customer base:
~150 local organizations across diverse industries

Goal:
Remove admin access friction without compromising security

Product:
AutoElevate

The Challenge

Before AutoElevate:

  • End users couldn’t run admin-level tasks without contacting the service desk
  • Every request turned into a ticket, even for routine actions
  • Engineers were constantly interrupted by admin approvals
  • Customers were frustrated by delays

The CyberFOX Solution

AutoElevate gave Matrix IT a faster, easier way to handle admin access without compromising security.

Highlights: 

  • Users request admin access only when needed
  • Engineers can approve or deny requests in seconds
  • Policies automate pre-approved workflows for known applications
  • Admin rights are removed automatically once the task is done
  • No tickets required for routine elevation requests

The Results

  • Service desk tickets tied to admin access requests dropped significantly
  • Approval workflows are now faster and more predictable
  • Users can get on with their work without waiting
  • Engineers have more time for higher-value tasks

Kev Penny

“CyberFOX AutoElevate is easy to use, easy to implement, and easy for customers to get their heads around. It just does what we need it to do.”

Kev Penny

Chief Technology Officer
Matrix IT

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