IT Global Franchise Microsoft 365 Billing Case Study

Microsoft 365 licence billing · Franchise billing logic · Autotask alignmentProblem solved: one enterprise Microsoft tenant needed to feed many franchise and office billing destinations.

IT Global needed to split users, licences, custom services and managed-user billing across a large franchise-style customer while keeping Autotask billing records aligned.

Billing structureOne central enterprise tenant with many office-level or franchise billing entities.
ComplexityUsers, licence assignments, locations, groups, service rules and proration all affected billing.
Custom servicesBackup, cloud security and other recurring services could follow filtered billing rules.
Key quote“There’s no way we would be able to service a customer like that manually.”

Abstract hero visual showing an enterprise Microsoft tenant split into multiple franchise billing destinations and Autotask billing records — One enterprise Microsoft tenant had to be split into multiple franchise billing destinations.

The customer

IT Global supports a large franchise-style customer with a Microsoft 365 billing structure that does not fit the simple model of one tenant, one customer and one invoice.

The customer operates from a central enterprise Microsoft tenant, while billing needs to be split across many individual franchise or office-level entities. Each entity needs accurate licence counts, recurring service charges and user-based billing without relying on manual spreadsheet reconciliation.

The challenge

A basic licence count was not enough. IT Global needed to answer which users belonged to which office or franchise, which services applied to each group, how adds and removals should be prorated, and how final quantities should flow into Autotask.

Without automation, staff would have needed to manually review user attributes, dynamic groups, licence assignments and PSA agreement records every billing cycle.

Why the old process would not scale

One tenant, many billing destinationsThe Microsoft tenant had to be split across offices, franchises and service arrangements.

Constant user movementFrequent onboarding and offboarding created a high volume of billing changes.

Thin licence marginsManual admin could quickly consume the margin available on Microsoft licence billing.

Autotask had to stay alignedBilling quantities needed to flow into the PSA rather than live in spreadsheets.

“There’s no way we would be able to service a customer like that manually.” — Sean Stuart, Operations Manager, IT Global

The Sync 365 workflow

IT Global used Sync 365 to create filtered billing views from the enterprise Microsoft tenant. Instead of treating the tenant as one flat licence count, Sync 365 helped split users into billing groups based on customer-specific logic such as office location or dynamic group membership.

The team also used custom licences to bill services beyond Microsoft 365, including backup and cloud security services. Some billing followed office location; other billing followed dynamic groups in Entra ID.

Process visual showing manual Microsoft 365 billing reconciliation flowing through Sync 365 rules into PSA-aligned billing records — Sync 365 rules helped move Microsoft and Entra data into PSA-aligned billing records.

Use Microsoft and Entra data to identify the right users.
Apply Sync 365 filters and custom licence rules.
Map the resulting counts to Autotask billing records.
Keep adds, moves and changes flowing into billing automatically.
Provide reporting so the customer can see which users are being billed.

How the billing logic was organised

1Identify users

Start from Microsoft 365 and Entra data such as users, attributes, locations, groups and licence assignments.

2Filter into profiles

Split the enterprise tenant into the franchise, office, group or service profile that should receive billing.

3Apply custom rules

Add custom recurring services such as backup, cloud security, identity protection or managed-user support.

4Update Autotask

Map the final counts into PSA billing records so the invoice process follows the customer structure.

Abstract network visual showing thousands of users grouped by franchise office service rule and billing destination — Users could be grouped by franchise, office, service rule and billing destination.

The outcome

Sync 365 helped IT Global turn a complex, low-margin billing problem into a repeatable operational process.

Complex franchise billing became manageable.
Manual spreadsheet work was reduced.
Autotask billing quantities could follow user and licence changes.
Custom recurring services could be billed using flexible rules.
The MSP avoided building a large manual billing/admin process.
The customer received clearer reporting around users and licences.
IT Global could support a large customer that might otherwise have been commercially difficult to service.

“The system becomes really flexible for us.” — Sean Stuart, Operations Manager, IT Global

“It gets that admin out of the way.” — Sean Stuart, Operations Manager, IT Global

Have a complex Microsoft billing scenario?

Book a Sync 365 demo and see how filtered billing profiles and custom licence rules can keep your PSA aligned. Sync 365 supports Microsoft billing reconciliation workflows for MSPs and CSPs using supported PSA platforms such as Autotask and ConnectWise Manage.

Explore licence filters & split billing Book a Sync 365 demo

How IT Global automated complex franchise Microsoft 365 billing with Sync 365