ConnectWise: From Chaos to Control
As your company grows, it is more important than ever to implement long term solutions to your challenges. ConnectWise helps you organize your business around one centralized system so that you can easily connect and communicate throughout the organization. With a fully integrated operational platform, ConnectWise enables you to improve business processes so you can deliver superior customer service to your clients and achieve your productivity and profitability goals.
Built on industry best practices, ConnectWise provides the features and benefits IT firms not only look for, but require to get the most out of their business processes.
We put control of your business where it belongs: In your hands. True visibility into all aspects of your business is now within your reach. You and your team can work with greater efficiencies than ever before. ConnectWise dramatically increases your ability to manage all areas of your business including:
ConnectWise: Results You Want From Your Business
ConnectWise is a powerful centralized operating system providing you with all the information you require to be successful PLUS delivers optimal control of every aspect of your business. Grow your business with the best – ConnectWise is designed around industry best practices so that you can successfully grow your business and achieve your goals. Get these benefits for your business:
Increased Profitability - ConnectWise helps increase profitability by automating common tasks. It also helps account for where money goes as well as exposing areas within the business where money seeps away. It also helps strengthen those existing client relationships while attracting new clients at the same time.
Improve Cash Flow - ConnectWise tightens the tracking of billable hours and your invoicing process. Bill your client according to existing individual agreements or by industry standard rates. Manage employee work and resources wisely. Instead of a grueling billing process, streamline that process and invoice clients the same day the work gets done.
Enhance Service Levels and Customer Satisfaction -
The minute you make a promise of excellence in service delivery, client expectations climb accordingly. Making those numbers becomes a key driver and often makes the difference between a long-term, happy client and one who leaves as soon as possible. ConnectWise helps ensure accountability in your service level management by tracking SLA's, and providing closed loop client communication.
Improve processes – With new departments and employees, your company will face new challenges. With defined workflow processes in place, you can ensure that work gets done the way you want it to get done. ConnectWise is built with best practices to help you ensure consistency, accountability and improved productivity.
ConnectWise: Your Business Your Way
The toughest part of managing any business toward excellence lies in keeping everyone focused on the business drivers. To achieve this, ConnectWise simplifies roles and communication within your company…
With ConnectWise, built-in automated workflow ensures everyone is in the loop. Rules can be defined for varying roles throughout the organization so that employees from engineers to sales know what needs to be done – and can follow best practices. These processes are documented in ConnectWise, providing an audit trail so you aware of any issues before they become reoccuring problems.
Workflows can be set up throughout the company and some examples include:
- Service ticket status workflows. You will define internal and external notifications that will be executed when a service ticket is changed to a specific status.
- Service ticket escalation workflows. You can also define steps to be executed based on conditions, or triggers, for a service ticket. Depending on the event, a ticket can trigger multiple actions including change boards, re-assign, or status change.
- Automated notification to clients. This is particularly helpful to provide timely status updates to clients. With more frequent communication, your service team can avoid both incoming and outgoing status update calls and improve consistency and quality of service response.
Help Desk Software
How your company performs in this arena strikes at the very heart of everything you do. From Help Desk to Dispatch to Field Personnel and Engineers, having the ability to interact in a clear and concise manner is key to meeting- and exceeding- those important customer service level agreements.
Improve problem resolution times by keeping your people focused on their part of the problem resolution effort. It makes everyone in the organization aware of the SLA targets and how well they are doing at meeting them. It also enables you to track how much time is spent on each part of the resolution effort, allowing you to determine bottlenecks and potential training requirements. These lead to overall process improvements, greater efficiency and more effectiveness.
Dispatch gets the customer information in its hands as quickly as possible, enabling an almost immediate response to the client. Tickets are assigned according to pre-set priorities but can also be manually assigned if required. This enables Dispatch to assign tickets in a manner ensuring that your clients' biggest problems get the most attention.
ConnectWise also gives you the assurance your resources are managed properly. Assigning and re-assigning takes place in real time, saving you time, which saves you money. You ensure that the right resources are assigned to the right problems, cutting resolution times drastically. Additionally, everyone is aware of what is happening at all times. At the end of the day, you know where your key resources were assigned, and you know the results of managing them properly: happy clients.
Best practices in project management require two essential elements: collaboration and coordination. ConnectWise gives you both, ensuring a smooth running project from beginning to end. Whatever stand-alone project management suites can do, you can do with ConnectWise and its integrated project management capabilities and system-generated templates. Familiar to-dos include assigning action items, tracking progress toward due dates and reporting right down to each individual task. Drill down or dig up- your project information is readily available and visible to all involved. Whether your project involves one person in one place, or a team spread across multiple locations, you will find ConnectWise gives you executive-level, real-time project reporting. Powerful, flexible and customizable to your requirements, we make sure your projects are handled with excellence all along the way.
Sales, Marketing & Account Management
With ConnectWise, back and front office tasks are coordinated like never before. The motivation, resources and business intelligence required to make your sales results jump is in the right hands at the right times. Marketing efforts are tracked effortlessly, making sure you are reaching your target audience. And our account management tool set helps your team stay on top of client issues and concerns.
If you are not in control of your business, your client has no right to expect you to be in control of his IT. Being in control means understanding where the money goes. ConnectWise puts important financial data at your fingertips, rather than under lock and key. Invoicing is automated, with time and billing information gathered more easily and accurately than ever before. Now when the client receives your invoice, you both know the information is accurate and accounted for- no more dreaded Q&A client sessions over billing.
ConnectWise tracks essential financial information such as billable tasks and hours, expensed items and workflow. Our PSA software works under the billing guidelines established by you. This means whether you track each individual hour or work under a project basis, you see your numbers the way you need to see them. ConnectWise is ready to assist at audit time as well, providing detailed accounting of workflow events, billing and invoicing. That is your money under your total control.
Procurement & Inventory Management
With ConnectWise, you get full visibility of the entire purchasing cycle, which eliminates the guesswork as to who is waiting on what and why. Get automated notifications of product deliveries and schedule installations with just a few keystrokes. Track your inventory any number of ways, even across multiple warehouses. Know where everything is so you can pull it when the situation demands it. Handling inventory transfers, adjustments and assemblies is a breeze.
Dashboards & Reporting
Managing to your objectives is easier than ever with ConnectWise and its integrated dashboards and reporting. Retrieve the business intelligence you require and view it in the way that is most helpful to you. Understand at a glance where you stand in terms of your revenue projections and sales goals, and adjust accordingly. You know exactly how your business is doing and why.
Once you begin using ConnectWise, you will love its seamless integration. Quoting and accounting have never been easier because our PSA integrates with all major accounting software, including Quickbooks, the industry standard.
With integration to most major Remote Management and Monitoring (RMM) happens in real time with organizational visibility into every aspect of resolving your clients' IT problems. Enter, track, monitor, report, document- even build knowledge centers as reference material for future problem solving. ConnectWise makes your business do what your people do- everything works together toward the common goal of ensuring your success!
Have It Your Way
No matter how you and your team like to work, ConnectWise facilitates teamwork and enhances collaboration, whether you are all in the same place or scattered across the country. Install it on your local systems or reach for the cloud. Even go mobile. Work when you want to, how you want to, and where you want to.
ConnectWise: Documenting Successes With IT Services
Partner Comments On Profitability, SLA's, Community, Time Entry Videos
Our desire to maintain our place as an industry leader and pacesetter means our work is never done. Part of accomplishing that objective means being sensitive to Partner feedback. Listen to our Partners discuss not only their impressions, but also the results they have experienced since installing ConnectWise.
Brad Bromelow, DynaSis
Jane Cage, Heartland Technology Solutions
Matt Noordyke, Trivalent Group, Inc.