Worldband, a growing managed service provider (MSP), faced mounting challenges in security, operational efficiency, and cloud adoption. By leveraging the ConnectWise platform—including ScreenConnect®, ScreenConnect® Privileged Access (our Privileged Access Management solution, or PAM for short) , Backstage (a ScreenConnect feature for silent issue resolution), ConnectWise PSA, and preparing for ConnectWise SIEM—Worldband transformed its service delivery, streamlined technician workflows, zero-downtime cloud migrations, and built the foundation for a future-ready security posture.

Leading the Cloud Revolution: Worldband’s Mission to Modernize IT

Worldband’s mission is clear: deliver modern IT solutions that prioritize security, efficiency, and scalability. The leadership team recognized early that the future was in the cloud, and they wanted to lead by example. Their goal was to eliminate on-premises servers, automate manual processes, and provide clients with cutting-edge security tools. However, achieving this vision required overcoming significant obstacles, including legacy systems, customer resistance to cloud migration, concerns about data security, and an evolving threat landscape. “We don’t work with on-prem servers anymore. If customers have them, we have a plan to migrate them, with minimal disruption,” said Bryan Bradley, Chief Operating Officer at Worldband.

Overcoming Barriers: Security, Efficiency, and Cloud Adoption Challenges

Worldband faced several critical challenges. Security vulnerabilities were a major concern, particularly when customers needed administrative privileges for software installations or updates. Technicians had to remote in and manually enter credentials, creating inefficiencies and exposing networks to risk. Shared local admin accounts across machines increased the likelihood of lateral malware movement, leaving environments vulnerable to ransomware attacks.

Operational inefficiencies added further strain. Technicians frequently had to interrupt end-users for routine maintenance and information-gathering tasks that couldn’t be handled discreetly in the background.  “Without backstage capabilities, our technicians had to interrupt end-users for routine tasks, such as clearing disk space or retrieving system information,” said Bradley. These disruptions slowed resolution times and negatively impacted customer experience.

Platform fragmentation was another hurdle. Initially, “We relied on ConnectWise Automate’s internal ticketing system, which lacked the customization and integration needed to scale operations,” said Bradley. “And, our previous solution, Service Desk, was on-prem and didn’t align with our cloud-first strategy.” Worldband needed a unified platform that could support growth and deliver a seamless experience for both technicians and customers.

One major challenge persisted: “There was some customer resistance to cloud migration. Many of our clients feared losing control of their data or experiencing downtime during the migration process.” Convincing them to move from on-prem to cloud required education, trust, and a clear demonstration of benefits.

ScreenConnect®: The Foundation for a Secure, Scalable Platform

Worldband turned to ConnectWise to help it overcome these challenges and future-proof its operations. “We started with ScreenConnect®, which provided secure, reliable remote access for both technicians and end-users.” Customers could log in to their PCs remotely, and technicians could generate one-time codes for ad-hoc sessions. This flexibility improved responsiveness and reduced downtime.

ScreenConnect Privileged Access (our PAM solution) added a critical security layer to Worldban’s environment. By providing secure, temporary administrative access without exposing credentials, the team eliminated the need for shared passwords and manual credential entry. Least-privilege controls ensured users received only the access required for specific tasks, reducing technician workload and limiting opportunities for lateral movement during cyberattacks. “We were able to disable permanent local admin accounts, ensuring that malware could not spread across machines, significantly improving the security posture.”

Meanwhile, the Backstage  functionality, a feature within ScreenConnect, further enhanced efficiency by allowing technicians to resolve issues without disrupting end-users. Tasks such as clearing disk space or retrieving system details can be completed silently, followed by an automated email confirming the resolution. This feature improved customer satisfaction and reduced friction during support interactions.

Migrating to ConnectWise PSA eliminated on-prem infrastructure and provided seamless integration with other ConnectWise tools. Customization features—such as boards, statuses, and mandatory fields—helped enforce process discipline. For example, technicians cannot close a “New PC” ticket without confirming that the old PC has been retired from ConnectWise RMM. These safeguards improved accuracy and accountability across the team.

Cloud Migration at the Core of Customer Success

Cloud migration became a cornerstone of Worldband’s customer onboarding process. Initially, these conversations were difficult. “In 2018 and 2019, many clients resisted moving to the cloud due to concerns about data security and loss of control. The pandemic changed everything. Suddenly, remote access was essential,” and the fear of cloud insecurity disappeared overnight. “COVID flipped the script. We got uncontrollably busy and grew from a few-person shop to almost 20 employees,” Bradley said.

Today, Worldband approaches cloud migration with confidence and clarity. Bradley explained cloud security by comparing it to banking data—“in that industry, critical customer information is already shared with third parties and customers trust it.” He also emphasized the simplicity of the process, debunking the myth that migration requires extended downtime. “It’s much easier than you think. In fact, the way we do it, there’s no downtime. If there is, it’s so small we schedule it outside of working hours.”

The process involves relocating the share structure to a sync location, synchronizing live data to SharePoint, and scheduling cutovers for individual machines while the rest of the company continues to work. Automation accelerates the process, with Intune policies handling most of the steps that were once manual. “We used to have a checklist of 25 manual steps. Now Intune policies handle most of them. It’s great.”

Centralized Protection: Embracing ConnectWise SIEM for Smarter Threat Detection

Worldband is preparing to adopt ConnectWise SIEM powered by Asio in 2026, and the excitement is palpable. SIEM represents a significant leap forward in security, offering centralized monitoring, alerting, and logging, along with integrated SOAR (Security Orchastration, Automation, and Response) se capabilities. For Worldband, this is more than a new tool—it’s a strategic investment in the future. “ConnectWise SIEM is new to us, but it’s a great investment. It provides us with a central point for monitoring and another way to offer enhanced security to our customers. We’re always trying to stay ahead of the curve.”

The benefits of ConnectWise SIEM extend beyond monitoring. The solution includes built-in endpoint protection, allowing Worldband to consolidate security tools and offset costs. By replacing existing EDR and antivirus solutions, they can streamline operations and deliver a more comprehensive security offering to clients. “Our end goal is to decommission our current EDR customer because ConnectWise SIEM includes antivirus and EDR.  That’s huge.”

Worldband is also excited about the opportunity to shape the product through feedback. ConnectWise’s commitment to listening to MSPs and applying recommendations is a key differentiator. “I love that ConnectWise listens to MSPs and applies feedback. It’s rewarding to see a suggestion implemented,” Bradley added.

Operational Excellence and Unmatched Security: Worldband’s Results

The ConnectWise platform has delivered transformative benefits for Worldband. Security has improved dramatically, with PAM reducing risk and SIEM poised to provide centralized monitoring and integrated threat detection. Operational efficiency has increased through backstage functionality and automation, enabling technicians to resolve issues quickly and silently. Cloud migration has become a seamless process, with zero downtime and streamlined workflows powered by Intune and ConnectWise tools.

The customer experience has also improved with fewer interruptions and clear communication through automated ticket updates. These enhancements have strengthened trust and positioned Worldband as a strategic partner rather than just a service provider.

The business impact is undeniable. Bradley emphasized, “We’ve scaled from a small shop to nearly 20 employees, increased revenue by 120%, and reduced on-prem customers to less than 10%,” with migration plans in place for the remainder. By embracing ConnectWise solutions, Worldband has future-proofed its operations and set the stage for continued growth.

Confidence in the Cloud: Future-Proofing with SIEM and a Unified ConnectWise Platform

Worldband’s journey demonstrates how the ConnectWise platform enables MSPs to thrive in a rapidly evolving IT landscape. By prioritizing security, embracing the cloud, and leveraging integrated tools on Asio, the company achieved operational excellence and significant growth. The upcoming adoption of ConnectWise SIEM will further strengthen their security posture and enhance their ability to deliver value to clients. “We’re confident in our approach. We’ve completed hundreds of migrations and continually improve. ConnectWise tools make it easy.”