DS Tech, an MSP based in Michigan’s Upper Peninsula, has built its reputation on trust and long-term relationships. Serving a rural market for decades, the company supports a diverse client base that includes financial institutions, municipalities, healthcare organizations, and other businesses with strict compliance requirements. As part of the New Charter Technologies platform, DS Tech’s mission is clear: deliver consistent, auditable IT services that meet regulatory standards while fostering deep client relationships. To achieve this, DS Tech leveraged ConnectWise RMM  to streamline operations, reduce alert noise, enhance compliance, and prepare their team for scalable success.

From Alert Overload to Operational Excellence

Operating in a rural region means DS Tech must “support a little bit of everyone,” as Vice President Josh Marenger explains. While the MSP primarily serves banks, credit unions, and municipalities, it also supports healthcare providers and other compliance-focused organizations. These clients demand consistent IT services across all endpoints, proof of compliance for audits and regulatory reviews, and rapid response to security threats. 

Before adopting ConnectWise RMM, DS Tech faced several pain points: overwhelming alert noise from previous RMM tools that generated hundreds—sometimes thousands—of alerts daily, most requiring no action; compliance complexity that made proving patching and EDR deployment time-consuming and error-prone; and tool sprawl, where offering patching, backups, and reporting required managing multiple tools, vendors, and integrations, leading to increased operational risk and costly time spent maintaining disparate solutions. 

For DS Tech, these challenges threatened the very foundation of its business: trust and reliability.

Building a Unified IT Ecosystem with ConnectWise RMM

To overcome its operational challenges, DS Tech strategically adopted ConnectWise RMM to standardize device management processes, reduce alert fatigue, and deliver compliance-ready services. 

“A key benefit of RMM is its ability to organize devices into groups and apply standardized policies across clients, ensuring uniform deployment of EDR solutions and consistent patching. Automated workflows further reduce human error and guarantee that promised services are delivered reliably,”  Vice President Josh Marenger explains, “It’s all about doing the things we say we’re going to do. RMM helps us keep that promise.” “We use a lot of ConnectWise products: RMM, PSA, ScreenConnect, to name a few. We are considering adding additional business management products, possibly a year from now. We utilize SentinelOne, and 100% of our endpoints are on that now, which I’m super pumped about.” His team is particularly fond of the remote access and control capabilities included with ConnectWise RMM, "ScreenConnect, in general, everybody loves that product - Backstage in particular, it's so nice to be able to jump into a server and make an Active Directory change or just look at something quick without bothering the end user."

By pairing process clarity with powerful automation solutions, like RMM , DS Tech has built a foundation for consistent operational excellence and future-ready IT management.

Compliance and Reporting

For DS Tech’s customers, trust goes far beyond system uptime—it hinges on verifiable proof that security and compliance measures are consistently applied. ConnectWise RMM delivers this assurance through robust reporting capabilities that transform compliance from a manual, time-consuming process into an automated, auditable workflow. With ConnectWise RMM, DS Tech can generate detailed compliance reports for auditors and examiners on demand, demonstrating adherence to regulatory requirements with clear evidence. This eliminates guesswork and moves service delivery beyond “best effort” to documented execution, which is critical for industries like finance and healthcare where regulatory scrutiny is high. 

ConnectWise RMM not only simplifies compliance but also strengthens DS Tech’s long-standing customer relationships and reinforces its reputation as a trusted partner in a highly regulated environment.

Measurable Impact

The adoption of ConnectWise RMM has delivered dramatic, measurable improvements for DS Tech. “With our previous RMM solutions, we were seeing hundreds if not thousands of tickets a day,” recalls Vice President Josh Marenger. “When we moved to ConnectWise RMM and started using the built-in intelligent alerting, we saw alerts drop by about 90%, which was quite significant.” The range of issues monitored by RMM out of the box, the alert correlation engine, and the automated remediation included in select intelligent alerts combined allow DS Tech to repurpose time that would be spent reviewing tickets that required no action.  Intelligent alerts cut through the noise to surface what matters, saving Marenger’s technical team hours of time per week, without sacrificing visibility.  

As Marenger explains, “Multiply a few seconds per ticket by hundreds of thousands, and you’re freeing up a full-time engineer.” By cutting through the noise, technicians can now focus on delivering meaningful work for clients rather than chasing false alarms. “Our techs want to do valuable work for clients,” says Marenger. “RMM helps them do that.” 

Beyond efficiency gains, compliance reporting has also improved significantly, with auditable proof of patching and security measures readily available to meet regulatory requirements. These results underscore how ConnectWise RMM not only helps streamline operations but also strengthen customer trust and position DS Tech for future growth.

The Asio Advantage

The Asio platform amplifies the benefits DS Tech already experiences with ConnectWise RMM by consolidating data and enabling seamless cross-tool workflows and reporting.. “From a reporting perspective, it’s super valuable to have all of that data in one place versus six or seven disparate databases,” says Marenger. “If we can pipe all of that into AI, then we can do things like see patterns—maybe an attack surface opens up that we weren’t aware of—or deliver more advanced customer reporting.” 

With its common data layer and workflow capabilities, the Asio platform is primed to  simplify operations today and lay the foundation for predictive insights and automation that will transform how DS Tech delivers value to its clients in the future.

Redefining Technician Roles Through Intelligent Automation: From Manual Tasks to Meaningful Conversations

Automation and AI will fundamentally change how DS Tech’s technicians engage with clients. Instead of spending time “turning screws and pulling levers,” the team will focus on strategic, business-level conversations that deliver real value. “Ultimately, that’s what our clients want—value to their business,” Marenger explains. “They don’t necessarily care about the software we use behind the scenes. If we can automate the easier things, that frees up our team to focus on compliance reporting, customer engagement, and deepening relationships. We can prove our value by helping them achieve measurable success.” 

By reducing manual tasks and leveraging automation, DS Tech can allocate resources toward strengthening partnerships and expanding services, ensuring that every customer interaction drives measurable business outcomes for them and their customers.

From Isolated Processes to Intelligent Workflows

One of the most powerful advantages of the ConnectWise Asio platform is its ability to create workflows, via ConnectWise RPA, that span multiple tools, eliminating silos and driving operational efficiency. Previously, DS Tech built workflows in PSA and RMM separately.

With the introduction of ConnectWise RPA, the Asio platform workflow engine, the company will be able to automate complex, cross-product processes across its entire ConnectWise toolset, delivering consistent services without manual intervention and achieving significant time savings. This capability will allow DS Tech to streamline operations, reduce errors, and scale more effectively. “Being able to do cross-application workflows is huge,” says Marenger. “There’s a lot to be said for that in addition to the time savings.” 

By connecting workflows across platforms, DS Tech is setting the stage for a future where automation drives both efficiency and client satisfaction. 

Advice to Other MSPs

For MSPs evaluating ConnectWise RMM, or ConnectWise as their partner in delivering managed services, Marenger emphasizes how much the solution has evolved and why the investment in innovation matters. “How ConnectWise RMM was a year ago is not how it is today,” he explains. “The tool sets on the Asio platform today are continually advancing, with worflows getting tighter all the time. Other products are increasingly integrated, and that’s really going to set us up for further success in the future.” 

His advice is clear: don’t judge the platform by what it was—look at what it is now and where it’s headed. For MSPs seeking efficiency, scalability, and future-proof technology, ConnectWise offers a unified foundation that continues to grow stronger with every release.

DS Tech has strengthened compliance reporting, providing auditable proof of patching and security measures that reinforce customer trust, while achieving significant efficiency gains. DS Tech plans to leverage cross-platform workflows to automate processes across multiple tools, delivering consistent services without manual intervention, and achieving significant time savings. These results demonstrate how DS Tech uses ConnectWise RMM to drive operational excellence, scalability, and long-term success.