PARTNER SUCCESS STORY
Sourcepass Doubles Capacity and Builds a Scalable Future with ConnectWise RMM
Sourcepass, headquartered in New York, is a nationwide managed IT services provider helping businesses modernize, secure, and scale their technology. Serving industries like healthcare, finance, and legal, Sourcepass delivers managed IT, cybersecurity, cloud solutions, and strategic consulting to drive digital transformation and operational efficiency for growing organizations.
Challenge
Sourcepass struggled with tool sprawl after multiple acquisitions, managing disparate RMM platforms while maintaining service quality. The existing on-prem ConnectWise Automate instance had served them well since 2014, but as they scaled past 15,000 endpoints, they faced challenges around stability and performance. This issue grew as their company expanded through acquisitions and gained more clients. Despite its rich functionality, onboarding new technical hires became difficult due to its complexity.
Solution
Sourcepass standardized on ConnectWise RMM, leveraging its advanced automation, scripting engine, and powerful virtualization management features. The platform’s modern architecture enabled scalability and efficiency, while deep integrations streamlined operations. Combined with proactive training and feedback loops, ConnectWise RMM became the foundation for innovation, adoption, and continuous improvement across the organization. The organization needed a solution that could scale to their evolving needs, facilitate onboarding for new employees, and drive more automation.
Results
Sourcepass achieved streamlined operations by consolidating multiple RMM instances into ConnectWise RMM, improving efficiency and reducing complexity. Internal training programs boosted adoption and created career growth opportunities for team members. With automation and advanced features, Sourcepass shifted from reactive troubleshooting to proactive innovation, delivering greater value to clients and employees. Moving to ConnectWise RMM allowed the company to successfully manage over 30,000 endpoints in one solution without sacrificing performance and to utilize new capabilities like policies for automated patch management and the ConnectWise NOC for patch testing and approvals of security updates.
Sourcepass, a nationwide managed IT services provider headquartered in New York, serves industries such as healthcare, finance, and legal, focusing on modernization, security, and scalability.
As the company expanded through multiple acquisitions, it faced mounting operational challenges stemming from tool sprawl and fragmented remote monitoring and management (RMM) platforms. Its original on-prem ConnectWise Automate instance, in place since 2014, began to show signs of strain as the organization scaled beyond 15,000 endpoints. Onboarding new technical hires also proved difficult due to the platform’s complexity and depth.
50% Faster Issue Resolution with ConnectWise RMM’s Proactive Insights
To address these challenges, Sourcepass migrated to ConnectWise RMM, a cloud-native platform designed for scalability, automation, and deep integration. This transition was more than a technical upgrade—it was a strategic move to unify operations and foster innovation.
By consolidating multiple RMM tools onto the ConnectWise Asio platform, Sourcepass reduced complexity and improved operational efficiency. Mark Calzone, Vice President, Operations, emphasized that ConnectWise RMM has empowered Sourcepass technicians with “real-time visibility and actionable data, leading to a 50% improvement in issue resolution speed.”
By centralizing device health, alerts, and automation workflows, teams now identify and resolve problems before they escalate—shifting from reactive troubleshooting to proactive, precision-driven support. This shift from reactive to proactive support has not only improved service delivery but also boosted technician morale. Brandon Lippie, Director of the NOC, shared: “We’re seeing more autonomy and confidence among our techs. They’re solving problems faster and with more precision because the data is right at their fingertips.”
From Foundation to Future: Evolving with ConnectWise RMM
The impact of RMM adoption extended beyond the NOC. Departments across Sourcepass—from service delivery to account management—began leveraging insights from the platform to align on customer needs and internal priorities. This cross-functional collaboration fostered a more unified approach to service excellence. “RMM isn’t just a tool for the NOC anymore,” Lippie emphasized. “It’s becoming a strategic asset that helps every team stay informed, aligned, and focused on delivering value.”
Sourcepass turned a complex migration into a strategic transformation. By consolidating tools, empowering technicians, and fostering cross-departmental collaboration, Sourcepass has built a scalable, future-ready IT service model—one that continues to evolve through partnership, innovation, and a shared commitment to excellence.
"One of the most significant benefits is being able to manage all 30K endpoint from one place and the insights and automation that unlocks,” Calzone added.
Ultimately, with the move to ConnectWise RMM, Sourcepass doubled the number of endpoints they could manage effectively in one place, from 15,000 to over 30,000, reduced manual tasks by 50%, and established a scalable foundation for future growth. With a strong feedback loop and a culture of innovation in place, the company continues to evolve its RMM strategy in tandem with its business goals. “We’re building something that can grow with us,” Lippie said. “And that’s the real power of what we’ve created.”
Key Takeaways
- Tool Consolidation for Efficiency: Sourcepass consolidated multiple remote monitoring instances into ConnectWise RMM, significantly improving visibility, reducing operational complexity, and improving service consistency across the organization.
- Scalable Infrastructure: The migration to the Asio platform enabled Sourcepass to double its endpoint capacity from 15,000 to over 30,000, supporting rapid growth without compromising performance, stability, or visibility.
- Proactive Support Model: With real-time visibility, centralized data, and seamless remote access, technicians shifted from reactive troubleshooting to proactive issue resolution, improving resolution speed by 50 percent.
- Empowered Technicians: Automation and actionable insights boosted technician autonomy and confidence, enhancing morale and precision in problem-solving.
- Structured Adoption Strategy: Sourcepass implemented regular training sessions, internal think tanks, and feedback loops to drive platform engagement and continuous improvement.
- Cross-Functional Collaboration: Insights from ConnectWise RMM were leveraged across departments, aligning teams on customer needs and fostering a unified approach to service delivery.
- Strategic Partnership and Innovation: Ongoing collaboration with ConnectWise allowed Sourcepass to influence product development and ensure the platform evolved alongside business goals.
- Future-Ready Foundation: The migration laid the groundwork for continued innovation, deeper automation, and scalable growth, positioning Sourcepass for long-term success.