PARTNER SUCCESS STORY
Empowering MSPs through hyperautomation: An Insider’s View from Automation Nation
Decision Digital, based in Atlanta, Georgia, is a leading MSP (Managed Service Provider) specializing in IT and cybersecurity solutions. They offer a comprehensive range of services, including fully managed and co-managed IT services to optimize IT operations, Azure cloud deployments and optimization, and advanced cybersecurity solutions. Additionally, they leverage AI-driven database services and data mining to enhance business processes.
Challenge
Like many MSPs, Decision Digital faces the ongoing challenge of staying competitive in a dynamic IT landscape. Traditional methods of growth and service delivery are no longer sufficient, and MSPs need to adopt innovative automation solutions to streamline operations, reduce manual workloads, and enhance service delivery.
Solution
Automation Nation provides a platform for MSPs to learn about the latest automation tools, build hyperautomation frameworks and strategies. The event features keynote presentations, hands-on workshops (“learning labs”), and networking opportunities, allowing attendees to gain practical knowledge and insights.
Results
ITS NYC’s security solutions complete a holistic, high-value service offering while positioning the firm for success with industry trends around security and cloud.
By embracing automation, MSPs can expand their services beyond traditional offerings to attract a broader, more diverse clientele.
Building a trusted relationship with customers
ITS NYC’s integrated solution portfolio gives customers confidence that security issues can be dealt with efficiently and comprehensively, from security awareness through incident response. “We’ve heard back from the customers we’ve trained that their staff is much more aware of what to watch for,” says Coopersmith. The combination of data protection with backup and disaster recovery greatly reduces the risk posed by ransomware. “We had a customer hit with ransomware, and an hour later we had their 1.5 TB server up and running with full data restoration. That was a big advantage for us—while the ConnectWise NOC handled the back-end response, we could focus the customer relationship at a critical moment.”
Completing a holistic service offering
ITS NYC leads with security on some deals, but always as one part of a comprehensive, holistic offering. “People need to be secure, but they also need their network and endpoints to work,” says Coopersmith. “They want one party to deal with—somebody who really understands their business.” In some cases, that relationship begins even before the deal has been closed. “We have a law firm customer whose own client was breached and the client’s MSP didn’t know how to deal with it. We happened to be in our customer’s office that day and gave the client some free advice. That quickly led to a referral and a meeting to discuss our services.”
Advice for other MSPs
One of Coopersmith’s biggest pieces of advice for other MSPs getting into the security game is to make sure you’ve laid the groundwork beforehand with strong face-to-face customer relationships over time. “You can’t just show up in their office for the first time in years and try to sell them something new. You have to be doing technology business reviews (TBRs) regularly to keep those relationships fresh.”
Moving forward, Coopersmith sees a natural connection between ITS NYC’s security and cloud offerings. “The more we can shift infrastructure out of a customer’s office and into the cloud, and the more we can secure that data, the further we’ll grow our business and keep up with the technology landscape. We want to stay ahead of the curve and ConnectWise has helped succeed there.”
Cybersecurity Threat Detection & Response
ConnectWise Cybersecurity Management (now ConnectWise Cybersecurity and Data Management) takes cybersecurity threat detection and response to new heights. With powerful assessments, protection, detection, and response capabilities, managed solution providers (MSPs) are able to stay ahead of the latest threats and provide the security services their clients expect. Expert SOC services are available 24/7/365 to bridge the security skills gap and provide rapid threat response to MSPs' managed environments, allowing for scalable security services and around-the-clock protection.
Automation Nation: Hands-On Workshop, Real-World Application
Automation Nation is a premier event, hosted by ConnectWise and dedicated to exploring the latest advancements in automation for MSPs. It brings together industry leaders, experts, and MSPs to share insights, innovations, and best practices in leveraging automation to drive business growth and operational efficiency.
"Automation Nation provides an incredible platform for MSPs to learn and grow together. The hands-on workshops are invaluable for gaining practical skills,” said Harber.
The event provides the expertise and tools to teach MSPs about business process workflows and hyperautomation. This consultancy introduces MSPs to the available tools and provides practical examples of successful implementations. This hands-on guidance helps MSPs understand how to leverage hyperautomation effectively, leading to improved operational efficiencies and customer satisfaction.
ConnectWise experts and engineers are there to “demonstrate the significant benefits that are possible by streamlining processes with reduced human intervention, enhancing data consistency and predictability,” and enabling the ability to scale operations without proportional increases in staffing. "There's nothing better than being in a room full of like-minded individuals and looking at a workflow that they've built.
IT Nation: The Power of Community
Automation Nation and other ConnectWise events highlight the growing enthusiasm around automation and collaboration within the MSP community. These events offer an opportunity for like-minded professionals to share insights and innovations.
"Automation Nation fosters a sense of community and collaboration among MSPs. We enjoy the benefits and collaborative spirit of the event,” said Harber.
The collaborative nature of these gatherings fosters a culture of shared learning, where MSPs can explore new automation possibilities and refine their strategies. This continuous exchange of knowledge and ideas is vital for staying ahead in a rapidly evolving industry.
“The insights and innovations shared at Automation Nation help us stay ahead in a dynamic industry," Harber added.