Challenge
Manual processes and disconnected systems limited growth, and legacy tools required high skill levels and slowed operations. SMB customers lacked awareness of security risks.
Solution
Modernizing operations with the ConnectWise Platform™, transitioning fully to the cloud, and moving from ConnectWise Automate™ to ConnectWise RMM™. The team also prioritized integrations, centralized data, and a more streamlined technology stack.
Results
The team scaled to 400 customers while improving operational efficiency, simplifying staff training, accelerating onboarding, and gaining greater visibility across customer environments.
Eyetech Ltd. began in 2002 as a two-person break/fix provider serving businesses across Malta. As the company grew, manual processes became a bottleneck. Timesheets, billing, and day-to-day operations took too long, making it difficult to scale efficiently.
Through ConnectWise, we could manage much more than we used to when everything was manual. Today we manage around 400 customers, and 100 of them are fully managed.
In 2010, the company recognized it had outgrown its manual approach and selected ConnectWise because of its integration capabilities. That decision became the foundation of Eyetech Ltd.'s long-term technology strategy. Today, the company employs 45 people and supports approximately 400 customers, including 100 fully managed agreements.
"Through ConnectWise, we could manage much more than we used to when everything was manual. Today we manage around 400 customers, and 100 of them are fully managed."
The challenge: Scaling operations without visibility
Eyetech Ltd. standardized its operations on the ConnectWise Platform™, creating a centralized view of every customer. From a single interface, technicians could access tickets, customer agreements, communications, monitoring information, patch status, and Microsoft Secure Score. Bringing operational and security data together reduced friction across teams and improved visibility into each customer environment.
With one platform, you can view a customer 360 degrees. We can see the tickets, what's happening, any issues in RMM, whether systems are patched, and even Microsoft Secure Score, all in one place.
"With one platform, you can view a customer 360 degrees. We can see the tickets, what's happening, any issues in RMM, whether systems are patched, and even Microsoft Secure Score, all in one place."
The company also transitioned fully to the cloud, improving connectivity between systems and strengthening integrations across its technology stack. The move positioned Eyetech Ltd. to take advantage of emerging AI capabilities while simplifying access to operational data.
A key part of that modernization was migrating from ConnectWise Automate™ to ConnectWise RMM™. Although the transition required careful change management for experienced engineers, the long-term benefits outweighed the challenges. New technicians became productive more quickly, the platform required less specialized expertise, and stronger integrations made it easier to connect the tools the business relied on every day. The migration took approximately six months and created a simpler foundation for future growth.
The results: Greater efficiency and a stronger foundation for growth
By standardizing on the CW Platform™, Eyetech Ltd. simplified day-to-day operations while continuing to scale its business. Centralized customer information gave teams faster access to the data they needed, reduced reliance on highly specialized engineers, and accelerated onboarding for new employees. Moving to a cloud-based platform also strengthened security by simplifying identity management and making employee onboarding and offboarding easier through a single Microsoft login.
Preparing for the future
Eyetech Ltd. is now focused on expanding its use of AI and automation. The company already uses Microsoft Copilot, Power BI, and PowerApps, and is evaluating additional AI capabilities within ConnectWise to improve ticket management and operational workflows.
"I'm looking forward to AI because, with a company like ours that has a lot of data within PSA, AI can be extremely beneficial. AI lives on data."
With years of operational data already centralized inside ConnectWise PSA™, Eyetech Ltd. is well positioned to adopt AI that delivers meaningful business value. Rather than starting from scratch, the company can build on the processes, customer history, and service data it has accumulated to continue improving efficiency and service delivery.
Key Takeaways
- Standardizing on the ConnectWise Platform gave Eyetech Ltd. greater visibility, streamlined operations, and reduced operational friction across customer environments.
- Moving to ConnectWise RMM and simplifying the technology stack reduced complexity, accelerated onboarding, and lowered the reliance on highly specialized engineers.
- Centralized data, cloud-based operations, and strong integrations positioned Eyetech Ltd. to scale efficiently, strengthen security, and prepare for future AI-driven automation.
