Achieved 70% Faster API Response via EC2 Migration

• Multi-method user identity verification across web and mobile
• Push notification-based authentication for support requests
• Secret unique code and QR-based identity verification
• Validize widget integration with Autotask and ConnectWise
• Verification before MSP ticket processing and servicing
• Automated Microsoft Active Directory user synchronization
• Real-time verification status updates within PSA workflows
• AWS Lambda Provisioned Concurrency for faster API performance

MSPs needed a reliable way to verify user identities before acting on support tickets in Autotask and ConnectWise. At the same time, user data had to stay synchronized with Microsoft Active Directory, while AWS Lambda cold starts were slowing API responses across web and mobile applications.

• Authenticate users before MSP teams act on service requests
• Support multiple convenient identity verification methods
• Embed verification directly within PSA ticket workflows
• Synchronize users between Validize and Active Directory
• Reduce manual user administration across connected systems
• Improve API response times across web and mobile applications
• Add stronger security without disrupting existing MSP workflows

Identity Flow Analysis → Integration Design → Workflow Automation → Performance Optimization 

The engagement focused first on understanding where identity trust was required across user, MSP, Professional Services Automation, and directory workflows. From there, Bytes Technolab designed integrations that allowed verification to happen within existing support processes rather than forcing MSP teams to adopt disconnected security steps.

1. Multi-Method Identity Verification

Bytes Technolab strengthened the Validize web and mobile ecosystem, so MSP teams could authenticate a person before providing services or acting on sensitive requests.

Users could confirm their identity through:

• Push notification approval on their registered device
• Secure unique verification codes
• QR code-based authentication
• Digital identity validation through authenticated sessions

This created an additional trust layer between the service provider and the person requesting assistance, helping MSPs confirm that users were genuinely who they claimed to be.

2. Autotask and ConnectWise PSA Integration

Identity verification was embedded into the tools MSP teams already used.

A Validize verification widget was integrated with Autotask and ConnectWise, allowing administrators to validate the identity of users who created support tickets.

When verification was required:

• The support ticket triggered the Validize workflow
• The administrator could send a push notification to the requesting user
• The user confirmed the request through the Validize application
• Verification status was returned to the PSA platform
• The support team could proceed once the user was authenticated

This added security directly into ticket servicing without forcing administrators to move between disconnected platforms.

3. Active Directory Synchronization

Keeping user information aligned between Validize and Microsoft Active Directory manually would create unnecessary administrative effort and increase the possibility of outdated records.

Bytes Technolab integrated synchronization between both environments so that user additions and removals could automatically remain aligned.

When a user was added or removed from Active Directory, corresponding updates could be reflected within Validize, reducing repetitive administration and helping organizations maintain a more accurate identity database.

4. Automated Verification Status Management

Custom PSA fields were used to communicate identity status back into support workflows.

Verification information such as Verification Status and Verified User ID allowed MSP teams to immediately understand whether a ticket requester had completed authentication before the service process continued.

This helped turn identity verification into a workflow control rather than a separate manual security check.

5. Faster AWS Lambda Performance

The backend relied extensively on AWS Lambda functions, but cold starts were creating visible response delays across web and mobile applications.

Instead of changing the complete server architecture, AWS Lambda Provisioned Concurrency was enabled to keep required execution environments ready for incoming requests.

This significantly reduced cold-start latency and delivered a faster, more consistent response experience across authentication and verification workflows.

The enhanced Validize ecosystem made identity verification a seamless part of MSP service delivery rather than an additional manual process.

• Up to 70% faster API responses improved authentication speed across React, Android, and iOS experiences after AWS Lambda Provisioned Concurrency optimization.
• 40–50% more consistent system performance reduced noticeable response fluctuations caused by Lambda cold starts.
• 25–35% lower manual verification effort resulted from automated PSA verification workflows and Active Directory synchronization.
• 15–25% faster support handling was supported by giving administrators immediate visibility into verified user status before servicing tickets.