UDNI (United Datacom Networks, Inc.), a managed services provider (MSP), was formed in 2012 through the consolidation of four independent technology companies, including PC Works Plus, IS2 Technologies, and Fibercom. This merger aimed to unify operations and create a scalable IT services organization. Prior to the merger, these companies operated with disparate systems, such as Autotask for PSA and Level Platforms for RMM. UDNI recognized early on that standardizing its technology stack was critical for efficiency and growth.

From Early Adoption to One Million Tickets: UDNI’s ConnectWise PSA Success 

UDNI’s relationship with ConnectWise spans nearly two decades, starting with early IT Nation events where CTO Zach Beckel first saw PSA demos. When UDNI officially formed in 2012, leadership needed a unified ticketing system to consolidate multiple acquired companies into one streamlined platform. “After evaluating multiple options, I chose ConnectWise PSA to consolidate all acquired companies into a single instance for its ability to centralize operations, improve visibility, and scale with our growth.”

The decision paid off: UDNI recently celebrated its one-millionth ticket milestone, demonstrating the platform’s reliability and operational impact. “ConnectWise PSA has enabled us to standardize workflows, enhance billing accuracy, and deliver consistent service across 300 customers,” said Beckel. Its robust automation and reporting capabilities have improved efficiency, reduced administrative overhead, and provided actionable insights—critical for managing thousands of endpoints and driving long-term success.

Migration Experience: Light Switch vs. Forklift

UDNI’s RMM journey began with Level Platforms and eventually transitioning to Connectwise Command (Continuum), then finally to ConnectWise RMM—a move that delivered a major leap in scalability, security, and automation. The upgrade was effortless: “You go to bed one night, wake up the next day, and the agents update,” said Beckel.

Beckel emphasized that migration success depends on planning and platform origin. For UDNI, moving from Command (Continuum) to ConnectWise RMM was a “light switch” approach—overnight with no business interruption. ConnectWise Automate migrations may require more of a “forklift” approach: uninstalling agents and redeploying new ones. His advice: “Plan, plan, plan. Use professional services. Run both platforms side by side, then flip the switch when ready.”

Advancing Scalability and Automation with ConnectWise RMM

By adopting ConnectWise RMM, UDNI unified fragmented systems into ConnectWise Asio, a single, modern platform, eliminating inefficiencies and reducing complexity. “The automation capabilities streamlined patching, alert management, and compliance, enables us to support thousands of endpoints without adding staff,” Beckel emphasized. Enhanced security features like SSO and multi-tenant architecture strengthened compliance, while advanced reporting provided actionable insights. This seamless transition positioned UDNI to scale confidently, improve service delivery, and maintain operational excellence across a growing customer base.

Acquisition and Integration

In 2022, UDNI acquired PC Works Plus, which used ConnectWise Automate. This introduced complexity: merging toolsets required strategic decisions. While Automate offered robust features, migrating to ConnectWise RMM aligned with UDNI’s vision for modernization and scalability. The migration was significant—5,500 endpoints initially, growing to 7,000 endpoints today across 300 customers, supported by 35 employees.

Beckel applied a strategic evaluation to ensure UDNI had the best RMM solution for its future. “We did our due diligence to confirm the right fit,” he said. Ultimately, UDNI selected ConnectWise RMM for three key reasons:

• Latest Platform & Security: Features like SSO and multi-tenant architecture offered superior scalability and compliance.
• Automation Capabilities: Advanced automation and patch testing were critical for operational efficiency.
• Scalability:  To meet current and future demands, they wanted a solution designed for large-scale, multi-tenant environments.

Operational Impact and Benefits of ConnectWise RMM

ConnectWise RMM has transformed UDNI’s operations by delivering automation at scale and improving reliability. Automated patching, alert management, and compliance workflows have reduced manual effort, while security features like SSO and multi-tenant architecture strengthened compliance and protected client environments. 

UDNI now supports 7,000 endpoints with the same 35-person team, thanks to automation-driven efficiency. The migration was seamless, ensuring zero downtime and data integrity. Advanced automation and patch testing have also provided a competitive edge. “We tightened up our workflows around alerting by taking advantage of the built-in Intelligent alerts, which allowed us to reduce white noise by 50% compared to our Automate alerting,” Beckel highlighted.

This improvement not only reduced unnecessary alerts but also freed technicians to focus on critical issues, improving service quality. “Automation doesn’t eliminate people, but it lets us onboard and support more customers with the same team. That’s the real ROI,” he added.

Insights for MSPs and UDNI’s Roadmap to Innovation

UDNI’s experience highlights three critical insights for MSPs: plan migrations thoroughly and leverage professional services, embrace automation to scale without adding headcount, and prepare for process adjustments when adopting new platforms. With ConnectWise RMM firmly in place, UDNI is now focused on future innovation—exploring AI-driven analytics and predictive maintenance to deliver proactive, data-driven services and maintain its leadership in managed IT solutions.