IntegraONE is a leading IT service provider in the Mid-Atlantic region, delivering managed services and IT solutions to a diverse client base that includes commercial businesses, local governments, and educational institutions. 

Over the past 15 years, IntegraONE has evolved from managing a few hundred endpoints to overseeing thousands of devices and complex network infrastructures. This growth demanded more than just additional manpower—it required a technology platform that could scale, automate, and simplify operations while enabling proactive service delivery. ConnectWise—and most notably, the Asio platform RMM solution, ConnectWise RMM, has been central to this transformation.

Creating Room for Growth: The Growing Need for a Scalable Solution 

When IntegraONE began its managed services journey, the reliance on manual processes was prone to errors and inefficiencies, which slowed down service delivery and increased operational risk.

David Laureys, Senior Engineer at IntegraONE, recalls: "Fifteen years ago, we only had a couple of hundred agents. Today, we manage 5,000 to 6,000 endpoints, in addition to thousands of network devices. The growth has been tremendous, especially on the networking side. Universities and enterprises now rely on us to manage hundreds of switches across multiple campuses because they can’t fill critical IT roles internally."

IntegraOne’s rapid expansion introduced new challenges: maintaining service quality, reducing ticket resolution times, and keeping engineers focused on high-value tasks rather than repetitive manual work.

ConnectWise Asio Platform: The Cloud-Native Leap Forward for Managed Services

IntegraONE’s relationship with ConnectWise spans more than a decade. 

Starting with early RMM solutions like Zenith and Continuum, the company witnessed the evolution of ConnectWise products into a unified ecosystem. The introduction of ConnectWise Asio, a modern cloud-native platform, marked a turning point. "We’ve seen the whole gamut—from the old portal to the new improvements, the change to ConnectWise Asio®, and the switch from LogMeIn to ScreenConnect®. All the changes have been for the better. The improvement from where it used to be to what the product can do nowadays is night and day," says Laureys.

ConnectWise unifies critical tools—ConnectWise RMM, remote access, ticketing, and security—into a single platform. Its vision is simple yet powerful: a seamless, automated solution that eliminates redundancies and accelerates service delivery.

Driving Enterprise Growth with Automation Across 6,000 Endpoints

IntegraONE grew from managing a few hundred endpoints to more than 6,000. ConnectWise’s unified platform simplifies remote access, improves ticket management, and supports API-driven automation. “We can scale without sacrificing quality or efficiency. Because of the ConnectWise platform, it’s become faster and easier to look things up. It’s easier to remote into PCs and assist users," Laureys notes.

This scalability extends beyond endpoints. IntegraONE now manages entire network infrastructures for clients who lack in-house expertise. Universities, for example, outsource management of hundreds of switches across multiple campuses. ConnectWise Asio provides the visibility and control needed to handle these large-scale deployments efficiently.

Reducing Downtime Through Structured Proactive Care

One of IntegraONE’s core philosophies is reducing reactive work by investing in proactive maintenance. The company dedicates specific hours each month to on-site visits, during which engineers inspect equipment health, verify firmware updates, and ensure that alert configurations are accurate. Laureys explains: "We are heavily focused on proactive work, which reduces our reactive ticket load. When engineers go on-site, we stress that they must complete all proactive items before addressing open tickets to prevent the environment from deteriorating over time."

ConnectWise supports this approach through structured checklists in ConnectWise PSA, ensuring engineers follow a consistent process. While some tasks—like physically inspecting server rooms—remain manual, the platform provides a framework for accountability and documentation.

Empowering Engineers Through Automation: Turning 100+ Repetitive Alerts into Instant Actions

Automation has been a game-changer for IntegraONE. By leveraging ConnectWise APIs and workflow engines, they have eliminated countless repetitive tasks that once consumed valuable engineer time. "Through automation, we save a lot of hours. For example, Microsoft alerts all come from the same email address, so we don’t know which customer they belong to. We built workflows to parse those emails, identify the customer’s name, and automatically update the ticket. Instead of spending 30 seconds per ticket—and doing that dozens of times a day—it’s now instant," says Laureys.

Automation also improves visibility. When alerts are properly categorized, engineers can identify recurring issues and prioritize accordingly. IntegraONE even combines duplicate tickets and escalates priority based on frequency. "If an alert triggers five times, we note that in the ticket summary. If it triggers 100 times overnight, the system escalates the priority. Automation really helps, especially with the little things that add up," Laureys adds.

The company’s commitment to automation reflects a broader cultural shift: listening to engineers, identifying pain points, and building solutions that make their jobs easier. "A happy help desk engineer is one who’s more productive—100%," Laureys emphasizes.

Managing Thousands of Devices with Fewer Clicks: Asio in Action

Before ConnectWise Asio, engineers spent critical minutes navigating multiple systems to find ticket histories, machine details, and client information. Today, integrations between PSA, RMM, and remote access tools create a more cohesive experience. "When someone calls in, our phone system automatically pulls up the user’s ticket history. Engineers can click through to open tickets and even access machines directly from the interface. It’s making everything one cohesive thing to look at, so they can quickly respond without wasting time," says Laureys.

Automated Patching: Keeping Thousands of Endpoints Secure

Patch management is one of the most impactful features of ConnectWise RMM for IntegraONE. With thousands of endpoints and compliance-sensitive clients, automated patching is essential.

Laureys explains: "Our customers are set up so everything gets patched automatically. In addition, we have the ConnectWise NOC Services review all patches, create reports, and whitelists or blacklists them based on findings." This process ensures stability and security while accommodating client-specific needs.

Through the platform, IntegraONE can customize patch schedules and reboot options, striking a balance between automation and flexibility. "We deploy patches 24/7 because laptop users rarely leave devices on overnight. Without this, machines could go unpatched for years. We also schedule reboots and notify users when necessary. For compliance-heavy clients like police departments, we coordinate reboots during proactive visits or after hours," Laureys adds. The result is a secure, up-to-date environment that doesn't overwhelm engineers with manual patching tasks.

Saving 3–4 Hours per Engineer Every Week—and Multiplying Efficiency Across the Team

Automation and integration have delivered measurable time savings. "On a weekly basis, per engineer, we’re saving at least three to four hours—sometimes more during patch weeks or cloud outages. Automations clean up unnecessary noise and reduce repetitive work," says Laureys.

These savings compound across the team, freeing engineers to focus on proactive tasks and complex issues. The efficiency gains also translate into better customer experiences, faster response times, and improved overall service quality.

Suppressing Noise Without Losing Visibility: A 70-80% Reduction in Tickets

One of the most impactful recent innovations has been the ability to customize intelligent alerts. Previously, alerts were static and generated tickets for every event—even those that resolved themselves within minutes. This created overwhelming noise on boards and distracted engineers from real issues. “Previously, every backup triggered the DFS service to pause and resume, creating a ticket every 15 minutes for each server. With nearly a thousand servers, that meant thousands of unnecessary tickets. By adding a simple delay, we eliminated this noise without sacrificing visibility into real issues,” says Laureys.

The ability to modify alerts, add delays, and trigger custom automations has reduced ticket noise by as much as 70–80% for some clients. Engineers can now focus on meaningful alerts without suppressing critical ones—a balance that was previously impossible. "Now we can suppress the noise, keep the alerts we need, and focus on those. It’s a huge improvement," Laureys adds.

Advice for MSPs: Trying ConnectWise Asio Could Be the Best Decision for Your Business

For MSPs seeking to grow without sacrificing quality, ConnectWise Asio offers a clear path forward: a platform designed for scalability, security, and simplicity. 

Laureys offers simple advice: "Just try it. Talk to someone at ConnectWise, get a trial, and install it next to your current RMM solution. Look at the alerts that come in—they’re intelligent and self-configuring. Compare them to your current provider. See if you have better visibility. Configure policies and see how easy it is to manage. You’ll be pleasantly surprised."