In the managed service provider (MSP) sector, achieving success requires striking a balance between operational efficiency and delivering outstanding customer experiences. For Sourcepass, a nationwide MSP serving various industries, this challenge grew as the company expanded its operations across the US. With more than 550 employees and clients in professional services, accounting, legal, and manufacturing sectors, Sourcepass needed a strategy that integrated automation, customer engagement, and ongoing innovation.

Leadership and Vision: How Sourcepass Scaled with ConnectWise

Under the leadership of Mark Calzone, VP of Operations, Sourcepass leveraged ConnectWise solutions and resources to overcome operational hurdles, enhance customer satisfaction, and achieve industry recognition as an MSP 501 winner. Calzone, who joined Sourcepass through an acquisition, brings over two decades of MSP ownership experience to his role. His deep understanding of operational challenges and customer expectations positioned him to lead Sourcepass through a transformative journey focused on automation, partnership, and growth.

As Sourcepass expanded, the complexity of managing operations across multiple regions and industries grew exponentially. Routine tasks such as ticket triage and quality control consumed valuable technician time, limiting their ability to engage with customers. Clients, meanwhile, expected faster response times and personalized service, creating pressure to improve efficiency without sacrificing quality.

Event execution posed another challenge. Hosting educational webinars and appreciation events was essential for strengthening customer relationships and showcasing thought leadership, but these initiatives required resources and expertise beyond Sourcepass’s internal capabilities. Calzone summarized the situation: “Everybody wants their issue to be the most important issue, and we would like to treat everybody that way. It’s really enabled us to be able to do that and scale.”

Additionally, the company needed to stay ahead of cybersecurity threats and adopt modern platforms like ConnectWise Platform and automation tools to remain competitive in an evolving technology landscape.

Building a Strategic Partnership for Growth

To address these challenges, Sourcepass partnered with ConnectWise, a trusted name in the MSP ecosystem. Mark had been using ConnectWise products for almost two decades, both at Sourcepass and his previous MSP, making the transition seamless.

The solution was multifaceted. Sourcepass implemented ConnectWise RMM for proactive monitoring and management, ensuring clients’ systems remained secure and operational. The company also adopted ConnectWise RPA™ to automate repetitive tasks, freeing technicians for higher-value interactions. Finally, Sourcepass leveraged the ConnectWise Partner Program, which provided marketing resources, event planning support, and Market Development Funds (MDF) to execute impactful customer engagement initiatives.

Calzone explained the value of this collaboration: “Having some additional resources from a partner like ConnectWise has helped a lot. Being able to bounce ideas off the partner team and the marketing team at ConnectWise… and being able to do it and plan it with a partner and get some kind of valuable resources, also to come present with us alongside us.”

This combination of technology and partnership created a foundation for operational efficiency, customer satisfaction, and strategic growth. He added, “It’s not just always somebody at Sourcepass talking to the customer. We also have our partners like ConnectWise talking with us, bringing industry experts in, and being able to help us plan and augment what we talk about also.”

The Impact of ConnectWise RPA: Automation That Delivers Speed and Scalability

One of the most transformative aspects of Sourcepass’s strategy was its adoption of ConnectWise RPA™. Automation streamlined routine tasks such as ticket triage and dispatch, reducing initial response times to just 90 seconds—a dramatic improvement over manual processes. Quality control checks were also automated, ensuring consistency and minimizing human error. “The way we’re using ConnectWise RPA™ today… is the automation and simplification of the mundane tasks that a lot of our technicians would be doing… so they have more face time with the customers, which is what we really want to lead through with automation.”

By offloading low-level tasks, technicians gained more time for customer-facing activities, improving engagement and service quality. The results were immediate: “On the efficiency and response times using automation we’ve seen great improvements… where we’ve brought things down to 90 seconds of being able to respond to a ticket and automate the way we’re handling those situations.” 

This shift not only enhanced scalability but also boosted employee morale, as technicians could focus on meaningful work rather than repetitive tasks. Mark emphasized, “Automation isn’t about replacing jobs—it’s about giving technicians more time for human-to-human interactions.”

Humanizing Technology: Events That Matter

While automation improved operational efficiency, Sourcepass recognized the importance of maintaining a human connection with clients. The ConnectWise Partner Program played a pivotal role in this effort. Through collaborative marketing support and MDF, Sourcepass hosted customer appreciation events, cybersecurity learning sessions, and webinars that educated clients on emerging threats and best practices.

These events strengthened client relationships, showcased Sourcepass’s thought leadership, and generated new business opportunities. According to Mark, “People miss the human approach of doing different events. The ConnectWise Partner Program helped us expand our client reach and deliver educational experiences that matter.”