Challenge
Maintaining consistent service became increasingly complex when expanding across Norway. Supporting customers with different IT, security, and compliance requirements required standardized processes, greater operational visibility, and a more structured way of working. Customers also faced growing cybersecurity threats while struggling to navigate an increasingly fragmented technology landscape.
Solution
ConnectWise PSA™ helped standardize operations, creating a central operational hub for tickets, projects, billing, inventory management, and customer service. Additional ConnectWise solutions extended the value of CW PSA by providing real-time reporting, data protection, and operational visibility across the business.
Results
CW PSA™ serves as the operational foundation for Digiflow’s business. Standardized workflows, connected reporting, and unified data help the company consistently maintain more than 90% customer satisfaction while giving every team the visibility needed to continuously improve service delivery and support long-term growth.
As one of Norway’s leading IT partners, Digiflow supports organizations of every size across the country. From managed IT and networking to cybersecurity, backup, and data protection, the company delivers end-to-end technology services for customers with increasingly complex IT environments.
As the business continued to grow, delivering consistent service across every customer became just as important as delivering technical expertise. Digiflow needed a way to standardize operations, improve collaboration across teams, and gain better visibility into business performance.
ConnectWise PSA became the operational hub that brought the company’s service delivery, projects, billing, inventory, and customer data together in a single system, creating the foundation needed to scale consistently.
Standardizing operations across the business
Before implementing ConnectWise, the company lacked standardized processes across teams.
“When we serve that many customers, standardization and efficiency are extremely important,” said Business Development Manager and Business Systems Administrator Cintani Makaroff.
Digiflow used CW PSA to establish consistent workflows and a common process language across the business. The result was a more structured operating model that made it easier for teams to collaborate, share knowledge, and deliver a consistent customer experience.
For us, the biggest strength we have with ConnectWise must be the structure it brings to our operations
That company uses CW PSA to centrally manage service tickets, projects, inventory, billing, and customer information, giving every department access to the same data and a single source of truth for service delivery.
Turning PSA data into better decisions
Standardized processes gave Digiflow something equally valuable: reliable data.
With service delivery, projects, billing, and customer information centralized in CW PSA, the company uses ConnectWise Reports and Dashboards (formerly BrightGauge) for real-time visibility into customer satisfaction, response and resolution times, technician workload, and overall business performance.
“We are very data-driven for measuring our success,” said Makaroff.
Because every team works from the same data, Digiflow can quickly identify trends, measure performance, and make informed decisions that continuously improve service delivery.
The company has consistently maintained customer satisfaction above 90%, a result Makaroff attributes to the visibility and discipline created by standardized operations.
When you have structure, it creates quality. Quality creates customer happiness.
Today, Digiflow uses operational insights not only to measure performance, but to reinforce its commitment to delivering what it calls a world-class customer experience.
Building for long-term success
For Digiflow, long-term success starts with repeatable processes.
“Standardize first. Define what good looks like and make it repeatable. Automate everything that doesn’t require a human.”
Makaroff also encourages MSPs to invest in visibility, reduce unnecessary complexity, and choose tools that work together.
“Choose tools that reduce complexity, have fewer platforms, tighter integrations... You’ll have better service, better security, and a better customer experience,” he said.
Digiflow’s teams work from the same standardized processes and shared business data, allowing them to collaborate more effectively, make better decisions, and continuously improve the customer experience. That disciplined approach has helped the company consistently maintain customer satisfaction above 90% while supporting continued growth.
When asked to summarize the impact ConnectWise has had on the business, Makaroff put it simply.
ConnectWise isn’t just a tool. It’s part of how we work every day. It helps us stay organized, deliver world-class service, and continue growing as one of the leading IT partners in Norway.
Key Takeaways
- ConnectWise PSA gives MSPs a central operational hub. By bringing service delivery, projects, billing, inventory, and customer data into one system, Digiflow created a more consistent and scalable way of working.
- Standardized processes improve collaboration and service quality. Shared workflows and a common process language help teams work more efficiently, share knowledge, and deliver a consistent customer experience across the business.
- Trusted PSA data supports better decisions. ConnectWise Reports and Dashboards give Digiflow real-time visibility into customer satisfaction, response and resolution times, technician workload, and overall business performance.
- Operational discipline can support growth without sacrificing customer experience. Digiflow has maintained customer satisfaction above 90% while continuing to expand, demonstrating the value of repeatable processes and continuous improvement.
- Integrated tools reduce complexity. Extending ConnectWise PSA with connected capabilities helps Digiflow simplify operations, improve visibility, and deliver better service without relying on disconnected systems.
