Blog Posts by Kathy Smith

At ConnectWise, we've seen and heard the struggles of our partners who have been affected by the COVID-19 (coronavirus) pandemic. We believe in uniting during this difficult time and working together to make a difference. That's why the ConnectWise Foundation has established the COVID-19 Relief Fund.

Are the terms ‘service desk’ and ‘help desk’ interchangeable, or are they two entirely distinct and equally necessary operations for your business? Maybe you’re hoping that they are one and the same to avoid additional headcount or maybe you know they’re different somehow, but you’re confused on the roles you need to staff.

MSP University is the place for MSPs to learn how to start, grow, or mature their as-a-service business. Making a transition like this is a struggle for many MSPs. To help make the switch, Cisco and ConnectWise have created a new collection of courses to make your transition to as-a-service as efficient as possible.

If we had a list of questions our partners ask us most often, those about the implementation process would score near the top. As they prepare to implement one of our solutions—whether that’s ConnectWise Manage, Sell, Automate, or another—partners wonder what to expect, what their options are, and how they can gain the most from the process. Join us as we address some commonly asked questions about the implementation process and what it entails.

Onboarding is the first time new clients get to see how you operate. It’s when first impressions are formed; impressions that could have a lasting impact. And if you don’t deliver on promises that were made during the sales process, what impression do you think they’ll be left with?

An SLA can be a powerful part of your relationship with your clients, but for it to be successful, it must be built on a foundation of common understanding.

Here are a few dos and don’ts that will empower your help desk to provide excellent service all the time.