In the managed services industry, success is measured not only by technical expertise but also by the ability to deliver a seamless, proactive, and personalized customer experience. GB Tech, a Houston-based MSP (managed services provider), has embraced this challenge by redefining its service philosophy and investing in platforms that allow it to scale without sacrificing quality.

From Three Employees to Fifteen: GB Tech’s Growth Story

Under the leadership of Ivan Burkett, Director of Information Technology, GB Tech has grown from a three-person team into a thriving organization of fifteen employees. Along the way, the company has leveraged ConnectWise PSA and Axcientx360 Recover to achieve industry-leading response times, resolution rates, and customer satisfaction scores, while also benefiting from the broader ConnectWise ecosystem and partner program.

GB Tech serves a diverse customer base across multiple industries, ranging from small businesses with just three employees to mid-sized organizations with up to 250 staff. This diversity requires flexibility and scalability, as each client has unique needs and expectations. Burkett’s leadership has been central to shaping GB Tech’s service delivery model, ensuring that the company not only meets but anticipates client requirements. 

When GB Tech transitioned to ConnectWise in 2014, the company was still in its infancy. Over time, as the team expanded to fifteen, ConnectWise scaled seamlessly alongside them. This growth journey underscores GB Tech’s ability to adapt and refine its processes while maintaining a strong focus on customer experience.

Hospitality Meets Technology: Powered by ConnectWise

GB Tech distinguishes itself by prioritizing hospitality rather than simply customer service. Burkett explains: “Customer service is the baseline expectation in the industry, but hospitality is what creates loyalty and differentiation.” This philosophy means anticipating client needs before they arise, offering proactive recommendations, and even extending personal touches that go beyond IT. By treating every interaction as an opportunity to exceed expectations, “we’ve positioned ourselves as a trusted partner rather than just a vendor.”

While philosophy sets the tone, GB Tech’s success is grounded in operational discipline. Over the past eighteen months, the company has invested heavily in refining its processes, ensuring consistency and accountability across every client interaction. Burkett recalls: “Before these changes, GB Tech’s response times were often more than an hour, same-day ticket closures hovered around 30%, and resolution times stretched to three or four days.”

Today, those numbers have been transformed. Burkett shared, “Response times are now under ten minutes, same-day ticket closures hover around 70%, and resolution times have dropped to under ten hours.” 

These improvements weren’t about spending more—they came from tightening processes and leveraging reporting capabilities within ConnectWise PSA. By understanding metrics and key performance indicators, “we were able to identify bottlenecks, streamline workflows, and ensure accountability across the team.” The result is a service model that delivers speed, reliability, and transparency—qualities that clients value deeply.

ConnectWise PSA: The Engine Behind GB Tech’s Transformation

Central to GB Tech’s operational success is its use of ConnectWise PSA. Burkett describes the tool as: “The cornerstone of our operations, enabling accountability, transparency, and continuous improvement. ConnectWise PSA provides structured workflows that prevent tasks from falling through the cracks, automated processes that ensure consistency, and detailed reporting that offers visibility into performance metrics.”

Initially, GB Tech used only about 10% of the tool’s capabilities. As the company grew, it invested in configuring and expanding its use of ConnectWise PSA, “we are now leveraging 50 to 60% of its functionality,” Burkett shared. This increased adoption has significantly enhanced efficiency and service quality. The scalability of ConnectWise PSA has been particularly important. “Consolidating with one vendor and an integrated platform makes everything easier. The Asio platform already delivers powerful features, and because these solutions share the same ownership, the integrations are far cleaner and more effective than any hub-and-spoke model.”

What worked for a three-person team did not scale to fifteen employees, requiring reconfiguration and refinement. With ConnectWise’s support, GB Tech has adapted its processes to match its growth, ensuring that the platform continues to support its evolving needs. “We previously used Datto (now Kaseya) but after switching to ConnectWise, we’ve become huge fans. The platform’s integration, scalability, and support have completely transformed our operations. ConnectWise is our strategic partner that helps us deliver exceptional service and grow with confidence,” Burkett emphasized.

From Backup to Business Continuity: 100% Confidence with Axcient x360Recover

Beyond service management, GB Tech has also invested in robust backup and disaster recovery solutions. “We adopted Axcient x360Recover around 2020–2021 and uses a the direct-to-cloud product and use it for about 75% our clients.” Burkett highlights: “Axcient’s platform is fully loaded, easy to navigate, and has performed flawlessly during restores and virtual session spin-ups.”

GB Tech uses Axcient for server backups, workstation backups, and SaaS backups, ensuring comprehensive coverage across client environments. Whenever a restore or recall is needed, the process is simple and reliable. Support has also been responsive, providing quick assistance when issues arise. “Our reliability on Axcient is a critical component of our service offering.”

Collaboration That Converts: Growth Fueled by the ConnectWise Partner Program

According to Burkett, the ConnectWise Partner Program has been a catalyst for GB Tech’s growth, delivering far more than marketing support. “The program provides co-branding opportunities, access to strategic campaigns, and resources that amplify GB Tech’s visibility in competitive markets.” Through joint initiatives with ConnectWise and Microsoft, GB Tech has been able to position itself as a thought leader in cybersecurity and AI adoption—areas where client education is critical.

Burkett acknowledges that cybersecurity adoption can be challenging, noting: “Cybersecurity is like insurance—when nothing is wrong, clients often question the need for it.” The program helps overcome these hurdles by supplying educational content, sales enablement tools, and co-marketing campaigns that resonate with business decision-makers. These resources allow GBTech to shift the conversation from cost to value, emphasizing risk mitigation and compliance benefits.

Beyond education, the program opens doors to enterprise-level opportunities that would be difficult to secure independently. Recent wins include partnerships with Marriott, McDonald’s groups in the Southeast U.S., and a 400-seat construction company exploring AI solutions. GB Tech has also gained visibility through high-profile speaking engagements, such as a major conference hosted by Interfaith Ministries of Texas, drawing an audience of over 5,000 attendees.
Burkett also credits the program’s leadership for its success. “Having someone like Bri Allen (Group Manager, Partner Marketing) dedicated to partner success is a huge advantage for ConnectWise. She’s proactive, responsive, and always engaged. If every company had a partner advocate like Bri, their programs would thrive.”
The benefits extend beyond lead generation. Partners gain access to marketing automation tools, event sponsorships, and collaborative campaigns that elevate brand credibility. For GB Tech, these advantages translate into accelerated growth, stronger client relationships, and a competitive edge in a crowded MSP market.

GB Tech’s Closing Advice: Jump In—Your MSP Transformation Awaits

Burkett is unequivocal in his advice to other MSPs considering ConnectWise: “Jump in. ConnectWise PSA has been a lifesaver for us, and Axcientx360  Cloud is equally indispensable.” He assures prospective partners that they will not be disappointed, emphasizing that ConnectWise’s solutions and programs deliver tangible results.

GB Tech’s journey demonstrates how a small MSP can scale successfully while maintaining exceptional customer satisfaction. By prioritizing hospitality, refining processes, and leveraging ConnectWise PSA and Axcientx360 Recover, GB Tech has achieved industry-leading response times, resolution rates, and CSAT scores. The integration of ConnectWise PSA and BCDR on a single platform has enabled robust SLAs, streamlined operations, and future-proofed the company’s growth.

For other MSPs seeking to differentiate themselves, GB Tech offers a powerful example: success lies not just in solving technical problems but in creating meaningful, proactive, and hospitality-driven experiences for clients, supported by integrated platforms and strategic partnerships.