Industry

Managed Service Provider (MSP)

Headquarters

Geneva, Switzerland

Presence

Offices in Switzerland, India, Australia, Kenya, Congo, & Italy

Solution Deployed

Odoo ERP

Team composition

5+ Team Members

Implementation Timeline

6 months

About Interhyve

With over 25 years of experience, Interhyve has grown from a regional IT services provider into a multinational MSP supporting businesses across Europe, Africa, Asia, and Australia. Offering proactive IT infrastructure management, cybersecurity, cloud solutions, and technical support tailored to small and medium-sized enterprises, Interhyve stands out for its agility and problem-solving culture. However, as the company scaled globally, it faced growing pains, mainly due to fragmented operations and outdated internal systems.

The Challenges

Siloed & Disconnected Systems

Critical operations were split across Craio, BaxiO, Excel, and Power Automate, creating data silos and process gaps.

Manual Workflows

Heavy reliance on manual workarounds slowed operations and increased the risk of errors.

Limited Visibility

Scattered data made real-time reporting and informed decision-making difficult.

Billing Delays

Invoicing and payment follow-ups were time-consuming and poorly aligned with service delivery.

Scalability Barriers

Existing tools worked in isolation and couldn’t support growing operational complexity.

Operational Drag

Internal inefficiencies began pulling focus away from client delivery and service quality.

It's the smoothest migration we've had till now.

Fabrice Beaux - CEO

InterHyve

Our Solution: Helpdesk & Ticketing System for MSP

CRM & Sales

Leads, Follow-ups, Conversions

Invoicing + Timesheets

Automated & Accurate Billing

Helpdesk & Ticket Management

Tickets by Client & Contract

Sales + Timesheet

Hours Logged Against Orders

Unifying Service Operations for a Global MSP

Phase 1

Discovery & Operational Mapping

Interhyve partnered with Aktiv Software to bring structure to its growing operations. The engagement began with a deep discovery phase focused on understanding how service delivery, sales, finance, and HR operated across regions.

Key focus areas:

Time tracking, project billing, and invoicing flows
Sales, CRM, and helpdesk alignment
Reporting and leadership visibility
HR processes and workflow automation

Each workflow was documented end-to-end to identify gaps, redundancies, and automation opportunities.

Phase 2

Platform Consolidation & ERP Design

To eliminate tool sprawl, Interhyve’s fragmented ecosystem was consolidated into a single Odoo ERP platform.

What we unified:

CRM, Sales, Projects, Timesheets, and Helpdesk
Accounting, Payroll, Subscriptions, and Purchases

Data previously scattered across Craio, BaxiO, Excel, and Power Automate was structured into one integrated system—creating a single source of truth.

Phase 3

Process Automation & Customization

The core of the transformation focused on connecting service execution with revenue and insights.

Key solutions delivered

Automated project creation from confirmed sales
Timesheets tracked by client, rate, and work type (including overtime)
Helpdesk tickets linked directly to projects and billing
Monthly invoicing auto-generated from validated timesheets
Role-based dashboards for leadership and operations

This eliminated manual reconciliation and significantly reduced invoicing delays.

Phase 4

Adoption, Enablement & Continuous Support

Technology adoption was critical for a globally distributed team.

How we ensured success

Department-wise workshops and weekly alignment calls
Real-time issue resolution during rollout
Validation workflows to reduce human error
Tailored dashboards for decision-makers
Ongoing support for compliance, upgrades, and optimizations

I've never encountered any pushback from Aktiv; they've been consistently present throughout the implementation journey.

Fabrice Beaux - CEO

Functional & Operational Overview of Interhyve's Odoo System

CRM and Sales Management

Customized Sales app & Timesheet Integration

Helpdesk and Ticket Management

Automated Monthly Invoicing Linked to Timesheets

1 CRM and Sales Management

Problem Statement

Interhyve had no CRM system in place. Leads were maintained manually using Excel sheets, and there was no tracking of communication, follow-ups, or status updates. As a result, valuable business opportunities were often missed or mismanaged due to lack of visibility and structure.

Solution

We understood the business flow from lead capture to opportunity management and conversion to sale and proposed to build a complete end-to-end CRM and Sales solution utilizing potential of Odoo’s Sales & CRM modules.

Imported historical lead data into Odoo and configured the CRM to mirror their business logic.
Mapping lead-to-sale processes across B2B and B2C pipelines.
Enabling daily communication logging, meeting scheduling, and quotation creation directly from CRM.
Seamlessly linking CRM with Sales Orders and downstream delivery and billing modules.

Impact

Sales velocity improved, with reduced turnaround time from lead capture to closure.
Complete visibility into the sales pipeline allowed leadership to forecast and prioritize high-value opportunities.
Fewer missed follow-ups, thanks to structured communication tracking and task assignments.
Improved collaboration between sales and service teams, as CRM data flowed directly into service execution modules.

2 Customized Sales app & Timesheet Integration

Problem Statement:

One of the most critical challenges Interhyve faced was managing different hourly rates for each client and generating invoices based on monthly timesheet entries. Standard Odoo functionalities fell short of handling these nuances, so we designed a custom workflow that fully automates the connection between sales orders, timesheets, and invoice generation.

Solution:

Sales orders are created and confirmed by the team.
Based on the product configuration, corresponding projects and tasks are automatically created.
Employees log their hours (weekly, overtime, weekend) directly within the task linked to the appropriate sales order.
A custom validation interface allows managers to review and approve all recorded hours.
Hourly rates are defined at the product and customer level and are auto-fetched and applied during hour validation.
The system calculates totals based on logged hours and applies them to the sales order, ensuring real-time billing accuracy.

Impact:

Eliminated manual reconciliation.
Increased billing accuracy.
Reduced time-to-invoice significantly from 5 days to 0.5 days. (Quote by Fabrice from podcast)

3 Helpdesk and Ticket Management

Problem Statement:

Timesheets entered against helpdesk tickets were not linked to any invoicing system.
Helpdesk was managed as a separate tool, isolating customer data from sales and service workflows.
There was no visibility of how tickets contributed to sales or project activities.

Solution:

To streamline service delivery and client support we recognized that their support operations revolve around Helpdesk and need to feed into billing.

For two of their key enterprise clients with dedicated technician teams, we implemented dedicated helpdesk channels for better segregation and reporting.
A major hurdle was multi-level email forwarding and security filters on their end. To overcome this, we configured Odoo’s automated email routing rules:
Tickets first land in a primary channel and are redirected to the right customer-specific channel based on subject keywords and email IDs.
Built additional automation to manage ticket status and transitions across various stages

Impact:

Support became billable, as time spent on ticket resolution was directly tied to sales orders and invoices.
Customer satisfaction improved through faster resolution, structured support flows, and dedicated queues.
Cross-team visibility increased, helping management monitor service delivery KPIs.
Operational overhead decreased, as email management and ticket routing were fully automated.

4 Automated Monthly Invoicing Linked to Timesheets

Problem Statement:

Given the large volume of monthly invoices Interhyve generates, manual billing was a significant bottleneck.

Despite Interhyve’s recurring services model, invoicing was handled manually at the end of each month based on hours pulled from timesheets. The process took days and was highly prone to delays and discrepancies between delivered work and invoiced amounts.

Solution:

To resolve this, we implemented a fully automated invoicing system using Odoo’s Subscription module, custom-configured to sync with timesheet data. At the start of each new month:

Odoo automatically aggregates the logged hours for each active sales order.
It updates the delivered quantities on the sales order based on timesheet entries.
An invoice is generated and dispatched to the client, aligned with the invoice schedule set in the subscription.

Impact:

Invoicing time dropped by 90%, from several days to just half a day.
Invoices matched actual service delivery, improving client trust and reducing disputes.
Revenue cycle accelerated, positively impacting cash flow.
Administrative burden on finance teams reduced drastically, enabling focus on strategic tasks.

For an IT company like ours, we haven't had a single downtime since we've started using Odoo.sh.

Fabrice Beaux - CEO

What changed for Interhyve post-implementation?

Results & Business Impact

While Fixing What’s Between Keyboard and Chair… Interhyve fixed what was broken between different tools and operations

Invoicing time dropped from 3–5 days to half a day.
90% reduction in time spent on manual invoicing processes.
HR tasks like holiday and contract management are now fully digital.

Real-time insights enabled faster, data-driven decision-making.
Forecasting and reporting accuracy significantly improved.
Support became billable, aligned with contracts
Improved response times and ticket resolution
Clear visibility into service load per client

Cross-department frustration reduced.
Unified tools streamlined daily work and reduced redundancies.

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Customer Success Stories

Not to flex, but these are some Real results. Real wins.

4.7

is our

average

Aktiv Software Pvt. Ltd. followed up on the project as promised.

Bjorn-Midtlien

Bjorn Midtlien

CEO, Digitus Nordic AS

Rather than focusing on short-term fixes, their approach is pragmatic, focused on sustainable, long-term results.

Kasper-G

Kasper G

Owner, Nordic by Choice

Their solution has helped us reduce our project managers' time for invoicing from a week to two days.

Kateryna-Mykhailenko

Kateryna Mykhailenko

Manager, ToxMinds

On a scale of 1-10, we would rate Aktiv’s partnership as 11.

Fabrice Beaux

CEO, InterHyve Sàrl

About Us

Aktiv is Odoo certified partner offering end-to-end implementation services.

We don’t just implement ERP, we bridge the gap between technology and your workforce, ensuring smooth adoption, empowered employees, and maximized ROI.

With over 10+ years of experience implementing Odoo for SME and Enterprise clients, we know how to assist you in your digital transformation journey. It’s what we do the best!