PARTNER SUCCESS STORY
How GoodSuite Consolidates and Conquers With ConnectWise
GoodSuite, a premier managed service provider (MSP), has been delivering top-tier technology solutions to clients across Southern California and nationwide for over 25 years. Renowned for its “boutique level of service,” GoodSuite combines expertise in managed IT, Cybersecurity SOC, document technology solutions, and VOIP, continually expanding its offerings to meet the evolving needs of modern businesses. With a steadfast commitment to personalized service and industry-leading products, GoodSuite empowers organizations to operate with efficiency, security, and confidence in today’s digital landscape.
Challenge
One of GoodSuite’s partners, while weathering an acquisition, had to put a pause on core support services — one that a complex GoodSuite client relied on. Unfortunately, that led to a nine-hour support process that wasn’t sustainable long-term.
Solution
Always putting clients first, GoodSuite embarked on a strategic transition to elevate its core support services. To achieve this, GoodSuite partnered with ConnectWise, leveraging its robust platform, ecosystem, and tools to enhance a critical area of client support. This shift reflects GoodSuite's commitment to continuous improvement and exceptional service, ensuring clients receive the highest level of support and care.
Results
With ConnectWise, GoodSuite now delivers an enhanced support model, resolving issues in a third of the time compared to its previous solution. The ability to scale and seamlessly onboard more clients, without increasing internal resources, reinforces GoodSuite’s commitment to putting the customer first by providing exceptional flexibility, efficiency, and responsiveness.
Brent Portera, Vice President of Technology Services at GoodSuite, recalls a challenging period when a shift in a partner’s support model led to significant issues. “One of my largest clients faced a nine-hour process when they needed support to work seamlessly,” said Portera.
For this complex GoodSuite client, such a lengthy process was unsustainable. “It didn’t go well,” Portera noted, adding that the risk of losing the client became a real concern. This experience underscored the need for GoodSuite to find a more effective and reliable solution for not only this client, but for all of GoodSuite clients.
Finding a Solution and Following Through
Around the same time GoodSuite was weathering its support challenge, ConnectWise had just begun to launch its NOC™ services. This enables MSPs to expand their skills and bandwidth and appeal to not only more clients but bigger, better ones, too.
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.