9/10/2026 | 6 Minute Read
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At IT Nation Connect™ ANZ, our CEO, Manny Rivelo, talked about where the industry is headed, and our CTPO, David Raissipour, shared how we're building for what comes next.
My part of the conversation is a little different.
The technology is changing quickly, but how we serve you has to change with it. Product innovation only goes so far if adopting it feels overwhelming, migrating takes too long, billing is confusing, or you do not know where to start.
Over the past year, I have spent a lot of time asking partners what we can do better, and you gave me plenty of feedback. Some of it was about technology. A lot of it was about the experience around technology.
How do I get started? How do I migrate? How do I get help? What am I already paying for that I am not taking advantage of?
We heard you. A big part of what we are changing now is designed to make doing business with ConnectWise easier.
One of the most common questions I hear around AI is: Where do I start?
You have ideas. You know there are processes you want to automate. You know there are places where your team spends too much time. The mistake is trying to attack everything at once. Start simply by identifying one business challenge or pain point that would have meaningful impact.
One partner we worked with in London was growing quickly and wanted to improve productivity without adding people at the same rate. The first thing we did was look at the data.
I talk about cleaning up data so often that my team jokes I should tattoo “clean up your data” on my forehead. But there is a reason I keep saying “clean up your data”: The power of agentic AI starts with your data.
We reviewed ticket types and subtypes, looked at recent activity, and helped clean up the information. Then we looked at where technicians were spending their time.
What we found was that about 40% of their time was going toward Microsoft 365 user management. That gave us a clear place to start. We focused automation on that workload and saved 117 hours in the first six weeks. We didn't just tell the partner things would improve; we ran automated agentic time entry alongside their human process so they could see the difference themselves.
The partner reinvested those hours into coaching, enablement, and helping technicians move into Level 2 and Level 3 work. Then the partner came back and asked the question we wanted to hear: How do we do it again?
That is what transformation should look like. Find one meaningful opportunity, measure the outcome, learn from it, and move to the next one.
Another thing we heard clearly was that moving between systems can feel daunting.
Whether you are moving from ConnectWise Automate™ to ConnectWise RMM™, transitioning to the newly evolved ConnectWise PSA™, moving to ConnectWise SIEM™, or moving from on-premises infrastructure to the cloud, you don’t have to figure it out by yourself.
We now have an entire team dedicated to helping out partners migrate. Their job is to wake up every day thinking about how to make migrations successful. These are product-specific experts who work directly with partners throughout the process, and the migration assistance is complimentary.
We also know that every partner moves at a different speed. Some of you want to move as fast as possible, while others want to use the transition as an opportunity to rethink existing processes and take a more methodical approach. We have built the migration experience to support both.
For partners ready to move quickly, we have created migration paths that can be completed in as little as 30 days. The process starts with a readiness assessment. From there, we work through the audit, data preparation, mapping, customizations, integrations, and change management with your team.
After cutover, we provide 90 days of heightened customer support because we know questions come up once people start working differently. You set the pace, and our job is to help you get there successfully.
We are introducing simplified platform packages designed to make it easier to bundle solutions and understand what you are buying and provide more flexibility. We are also moving toward a simplified subscription model with overage.
Here is a basic example.
Today, if you want to add a user in CW PSA™, you often have to contact someone at ConnectWise. Going forward, you will know the price, so if you need an additional user, you can add it without having to contact us first at the same price you already have. If your business grows and you add several users, you can still talk with your ConnectWise representative about the potential for incremental volume discounts.
We are also working toward a simpler renewal experience, including one renewal date and more month-to-month options for partners who want added flexibility. Longer commitments will still have pricing benefits, but we want you to have more options.
These changes begin rolling out in September across more than 60,000 customers worldwide. The work is happening, and it came directly from partner feedback.
We have also been applying our own AI capabilities inside ConnectWise.
Using the technology from ConnectWise AI Agents™ and ConnectWise Agentic™, we have built internal agents that help our support teams today, which partners will start seeing by the end of 2026.
That means some questions that currently require contacting support will have another option. You will be able to engage with a CW AI Agent and work toward a resolution without waiting to speak with someone. You can still reach out directly if you’d like. We're giving you more ways to get what you need, so your team can spend its time on the work that matters most.
Technology is moving fast, and team training must keep up. We are continuing to expand ConnectWise University™ with learning options to accommodate different learning levels and styles, including:
If you want to play a role in what comes next, our product co-design opportunities give partners a way to work directly with product and engineering teams and help shape the roadmap.
We have also changed onboarding. I have heard from long-time partners that historically, implementations could take a long time and sometimes felt painful. Plus, some teams want speed, and others want more guidance. We support both.
Our new Quick Start implementation is designed for CW PSA and CW RMM. Partners that are ready to move quickly can go live in as little as two weeks.
For organizations that want more assistance, ConnectWise Consulting360™ provides additional support around setup, integrations, and implementation.
Another question I hear all the time is: I know I want to automate more, but where do I start?
As of August 2026, ConnectWise has more than 80 workflows and 140 bots available out of the box, with more being added as we learn how partners are using the platform. We have also been developing practical automation playbooks around common business problems. All of this is available on our Partner Community platform.
If you want to reduce costs, increase productivity, improve a process, or free up technician time, we want you to have a starting point instead of staring at a blank screen.
We have taken five common business goals we hear from partners and broken them into clear steps. Each step maps back to ConnectWise capabilities, services, or best practices that help move the work forward. That includes areas such as improving QBRs and selling more to existing customers.
Transformation needs technology, but you also need help implementing it, training your team, cleaning up your data, changing processes, and understanding where to start. We want to walk alongside you through that work.
If you’re not getting what you need from ConnectWise, let us know. We want to hear about it, whether you need something more or updated in a product, a configuration review, help deciding where AI fits into your business, and more.
Our job is to keep making the technology stronger while making the experience around it simpler. That is how we help you transform with confidence and spend more of your time focused on what matters most for your business.
Visit ConnectWise University to explore certifications, training, playbooks, webinars, and resources designed to help MSPs and IT teams put these capabilities to work.
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