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Landscaping

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Operations Dragging on Growth

Monthly IT Incidents Down 51% for Valley Landscaping

Valley Landscaping replaced slow, reactive IT support with Silver Tree managed services and three projects that fixed recurring problems at the source. Monthly incidents fell 51%, and managers got back to their own work faster.

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51%

Fewer incidents a month: 23 on average from Apr to Sep 2026, against 47.3 from Jan to Mar

51%

Fewer incidents a month: 23 on average from Apr to Sep 2026, against 47.3 from Jan to Mar

77%

Drop from peak to low: 65 incidents in March to 15 in August 2026

5 months

Of consecutive decline, March to August 2026

The Situation

Valley Landscaping designs, builds, and maintains residential and commercial landscapes across Virginia, serving Christiansburg, Roanoke, the Shenandoah Valley, and Richmond. Its two biggest frustrations with its previous IT provider were a lack of communication and slow customer service. When technology broke, managers had to wait for a fix before they could get back to their own jobs.

Behind the tickets sat the same few causes: QuickBooks on aging infrastructure, unclear ownership of the internet service, and network equipment that had never been standardized. Each produced repeat issues that the old support model closed one at a time.

Why Silver Tree

Valley had only ever worked with one IT company, so switching was a major decision. It wanted three things from a new partner: great customer service, open lines of communication, and a proactive approach to problems, plus a switch that would not disrupt the business.

What We Did

  • Learn the environment: Mapped Valley's users, business applications, connectivity, network equipment, and the issues that kept coming back.
  • Own day-to-day support: Became the single point of contact for every user request, with each ticket tracked in ServiceNow so patterns were visible.
  • Go after root causes: Delivered three projects that removed repeat issues at the source: a QuickBooks migration, an ISP transition, and a network refresh.
  • Modernize without disrupting the business: Planned each change around continuity, user communication, and validation, so Valley kept operating while its technology foundation improved.
  • Move to continuous improvement: With the cleanup done, shifted focus to keeping the environment stable, resolving issues quickly, and finding the next reliability and security gains.

Key Results

  • Monthly incidents down 51%: 23 a month on average from April to September 2026, against 47.3 from January to March
  • 77% drop from peak to low: 65 incidents in March to 15 in August
  • Five consecutive months of decline, March to August: 65, 35, 28, 22, 18, 15
  • September at 20 incidents, 69% below the March peak
  • Small, everyday issues fixed quickly, so managers get back to their jobs sooner

Silver Catalyst Stages Applied

Assess · Implement · Manage · Optimize

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We felt like family with Silver Tree. Silver Tree promised a lot but has delivered and exceeded expectations.

Brandon Walters, Recruiting & Marketing Coordinator, Valley Landscaping

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