ConnectWise knows it’s the people in the trenches that make your company, and support, run smoothly. Without techs, you wouldn’t have the insight or relationship with the end user that you have today. This year, we’ve been making exciting changes to ConnectWise Automate to equip your techs with the tools they need to provide unmatched customer support. After all, 2019 is the Year of the Tech.
I’ve seen ConnectWise Automate grow from its small beginnings into the most powerful remote monitoring and management (RMM) software on the market. And I couldn’t be more excited about the updates we’ve made in 2019. I recently sat down with Jeff Bishop, ConnectWise Chief Product Officer, and Brian Troy, Director of Product Marketing, for an in-depth webinar breaking down all the latest features we’ve brought to ConnectWise Automate.
Let’s dive into what’s new!
Learn What Makes ConnectWise Automate the Most Powerful RMM On the Market Watch the Webinar >>
Having access to useful information has always been an important part of running a business. But it’s not enough to have the information at your fingertips. You want to use those insights at your disposal to take any necessary action immediately, whether it be resolving a client issue or making a business decision that impacts your daily operations.
To keep everything within reach, we’ve created ConnectWise Now—a fully customizable dashboard giving you instant, real-time access to reports, device information, system updates, and more across the entire ConnectWise software suite. Never miss out on important information or let a support issue fall through the cracks again.
It calls out action items that I need to do as a technician. Why should I go searching for problems? Bring the problems to me. What do I need to take action on?
Here’s an example. You’re going over a recent patching report within ConnectWise Now. As you’re reviewing it, you see a system is missing important patches. You can simply click into the pod and send the patch for delivery. Immediate remediation without leaving ConnectWise Automate.
As I mentioned during the webinar, you don’t need to be fumbling around on things. It’s fewer clicks. Go fix the machine. Go take action.
With ConnectWise Now, you gain complete visibility into what your company is doing and the power to resolve issues even faster. Some of the pods you’ll find in ConnectWise Automate with ConnectWise Now are featured below!
This is just scratching the surface of what you can gain from ConnectWise Now. And with customizable dashboards, you can pick the pods, reports, and insight that matter most to your business, from opportunities in ConnectWise Manage to the status of pending quotes in ConnectWise Sell.
As Jeff pointed out, “It’s that single pane of glass where as you login in the morning and you start to see the things that are important to you, whether you’re coming into ConnectWise Automate, ConnectWise Manage, ConnectWise Control, ConnectWise Sell, or ConnectWise Identify.”
ConnectWise View in ConnectWise Automate
Automation has evolved enough to give you the ability to proactively remediate technical issues or eliminate time-consuming, manual tasks your techs don’t like doing. But there are still times when your techs have to go to a customer’s office, roll up their sleeves, and get to work. Or at least that’s how it used to be.
Your customers want more help at a faster pace. And you want to give them great customer service while keeping support time to a minimum. With ConnectWise View, you can give onsite support from the comfort of your desk. You read that right. Inside ConnectWise Automate, ConnectWise View* lets you remotely observe a customer’s site through the camera on their mobile phone. Simply send your customer an invite to join the session and start getting to work.
ConnectWise View puts your techs and support at a huge advantage over the competition. No more planning onsite visits around your techs’ and customers’ schedules. Reduce the time it takes to resolve technical issues. Put your customers in a position to work through issues with your techs and understand the value you provide to them.
“ConnectWise View is designed so you can start to say, ‘Hey, can you help me out real quick? Walk over to that server, go to that printer, go to that piece of hardware, whatever. Let me see what’s going on.’,” Jeff mentioned.
ConnectWise View is also a great way to provide training. When someone needs to visit a customer’s site, you can send a junior tech. Have them connect with a senior tech at the office using ConnectWise View, and the senior tech can walk the junior tech through the remediation process.
*ConnectWise View is available for partners with the ad-hoc add on.
Client issues and technical problems don’t stop when you’re off the clock, but you have a life to live. We understand that. So, the next time a patching emergency strikes, whether you’re watching your kid’s game or on an evening walk, you’ll have access to ConnectWise Automate Patch Approvals via any web browser. Get all your work done even when you’re on the go.
These are just the tip of the iceberg of all the amazing new features you’ll find in ConnectWise Automate on top of the hundreds of automation scripts ready to go after installation.
With the end of 2019 just around the corner, let’s work to finish the year strong. Give your techs the tools they need, like ConnectWise Automate, to take your service to new heights and become the heroes of your help desk. And get ready for 2020 as we turn our attention to your day-to-day operations and the business side of your MSP with the Year of the Admin.
Don’t miss out on the latest updates to ConnectWise Automate techs are raving about.