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Case Study: eMonarch
Productivity
 The Challenge
With existing resources, provide first-class support to a growing customer base
Ants are amazing creatures. Renowned for industriousness, these tiny insects can lift 50 times their own body weight. Of course ants have the advantage of nature’s design to aid them through a day’s endeavors. Smaller IT managed services providers take on similarly daunting workloads without the benefit of millions of years of evolution. To be competitive in their business environment, small-to-midsized solution providers need to find a productivity multiplier.
eMonarch, a managed services provider based in Tulsa, Ok, markets to businesses with 10 – 100 desktops — companies that are large enough to require IT support but lack in-house technical expertise. With just seven people on staff, eMonarch capably delivers the IT service that these businesses need. “Some 400 desktops and 30 – 40 servers, that’s what we manage on a regular basis,” notes eMonarch President Sean Fullerton.
That’s today. Sean estimates that eMonarch looks to increase business by 20 – 25 percent in 2008. The challenge is to reach this level of growth while delivering consistent, reliable support to customers both new and current.
With ConnectWise, you don’t have to be big to have huge …Productivity
The Solution
Founded in 2001, eMonarch has been using ConnectWise for nearly three years. “There’s no way we could do what we do without it,” Sean states. “We serve way too many customers.”
The eMonarch client roster is diverse and includes businesses in real estate, energy, healthcare, and industrial supplies as well as churches. A flexible and comprehensive managed services solution is critical to success. Sean says the difference seen in going from the CRM software eMonarch had previously used to ConnectWise was like going “from night to day.”
ConnectWise features an easy-to-use time sheet application, convenient online scheduling, easier assessment of job priorities, and an accounting system that accommodates many types of billing, agreement and contract styles.
According to Sean, the upgrade in capability with ConnectWise was most notable in terms of customer support. The software makes it easy to accurately measure performance and report back to customers. “We needed something that could help us keep track of clients. With ConnectWise, we were able to track all the data without much trouble,” he observes.
The Results
“We saw 30 to 40 percent productivity gains from day one with ConnectWise,” Sean says. “I personally save 20 hours a month just doing invoicing.” He recalls that the task previously took four or five hours per week, but with ConnectWise, invoicing can be completed in about 15 minutes.
eMonarch uses Intuit’s QuickBooks as the company’s accounting application — just one of the many accounting packages and quoting tools for which ConnectWise delivers complete integration.
Though eMonarch is a smaller managed services provider, Sean is confident that the company’s growth goals will be attained while they continue to leverage efficiencies that have been achieved with ConnectWise.
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