Challenge
Remote support tools provided basic remote access but lacked the automation needed to support their growing business. Technicians spent significant time performing manual software installations, onboarding new customers, and managing operational tasks that became increasingly difficult as the company expanded.
Solution
Adopting ScreenConnect® modernized remote support and improved technician efficiency. Adding ConnectWise RMM™ automated onboarding, deployed security tools at scale, standardized customer environments, and added proactive endpoint monitoring. Integrating ConnectWise PSA™ further streamlined workflows and billing.
Results
Onboarding time dropped from five hours to about one hour per client. Worldband grew from 1,500 to nearly 2,800 endpoints in two years without increasing ticket volumes, thanks to improved efficiency and automation. Time to resolution was cut by 50%, enabling the same team to handle twice the workload. Proactive alerts prevented hardware failures, while billing automation saved the entire company significant administrative time.
For Chief Operating Officer (COO) Brian Bradley and the team at Worldband, delivering a great customer experience starts with a simple philosophy:
“We want to be so good that you never have to call us.”
Worldband needed technology that could help technicians work efficiently while delivering proactive support. As the company grew, that became increasingly difficult with traditional remote access tools and manual processes.
ScreenConnect: The foundation for a secure, scalable platform
Worldband’s journey began with a traditional remote access solution.
“Back in the day, our first piece of software was LogMeIn. We had to manually install multiple applications on every machine, which was time-consuming and inefficient. Sometimes that meant installing five or more programs one by one, waiting for each to finish—a process that could take hours, especially on slower computers. Even something as simple as installing an EDR or antivirus could take several minutes per device, and you had to sit there and monitor the entire process.”
He added, “We eventually transitioned to 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.
Worldband further enhanced efficiency by allowing technicians to resolve issues without disrupting end users using Backstage, a feature within ScreenConnect®. 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.
ScreenConnect Privileged Access added a critical security layer to Worldband’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,” Bradley said.
ConnectWise RMM has made expanding our customer base very streamlined. Using policies and packages, we can onboard new customers easily with the desired baseline settings and the solution intuitive enough that we can truly utilize the advanced features available.
Scaling operations with ConnectWise RMM
As Worldband continued growing, ScreenConnect enabled technicians to support more customers remotely and deliver a better service experience. However, the team still relied on manual onboarding processes and needed a way to standardize deployments, automate software installation, and proactively monitor customer environments at scale.
The success of ScreenConnect made the next step obvious: extending automation and visibility across the entire endpoint lifecycle.
That’s when Worldband expanded its ConnectWise investment to ConnectWise RMM™.
The impact of this move was significant. Bradley reported, “We’ve had a very large growth in adding clients in the past, especially the past two years… We’ve easily added another thousand endpoints.”
He credited CW RMM™ for making this growth manageable
“ConnectWise RMM has made expanding our customer base very streamlined. Using policies and packages, we can onboard new customers easily with the desired baseline settings and the solution intuitive enough that we can truly utilize the advanced features available.”
Today, the first software Worldband installs at every new customer site is CW RMM. Once deployed, the solution automatically pushes security software, monitoring tools, and standardized configurations across endpoints.
Bradley explained: “We install the one piece of software and then from there we push through RMM the remaining pieces. We’re not having to run around and install five pieces of software.”
This automation not only saves time but also ensures consistency across client environments.
The time savings have been dramatic. Bradley estimated that what once took five hours of on-site work can be completed in about one hour.
“Our implementations would take five hours to install all these pieces of software. We were able to leverage automation to reduce that down to one hour since l just need to install one piece,” he said.
Recalling the migration from CW Automate™ to CW RMM, Bradly noted, “The process was seamless. Implementation took less than a month—it was quick, smooth, and clean.”
Worldband later complemented its ScreenConnect and CW RMM deployment with ConnectWise PSA™, helping automate service management and billing workflows. “We can detect if a hard disk is failing and get a notification in ConnectWise PSA. As an organization, we can be proactive and reach out to the customer, jump into the computer, and figure out if it’s a real problem. Without these alerts, clients might only discover problems after a catastrophic failure. Being ahead of the issue is the best,” Bradley said.
Our implementations would take five hours to install all these pieces of software. We were able to leverage automation to reduce that down to one hour since l just need to install one piece.
Achieving measurable business results
Today, Worldband supports over 200 customers and approximately 2,800 endpoints. Despite doubling its customer base and endpoints, the company has maintained ticket volumes at previous levels thanks to faster resolution times.
“On average, we had 180 tickets open with 1,000 customers. Now that we have doubled our customer count, ticket count has not increased. We’re able to respond to things quicker, even with a higher number of customers.”
What started as a move from a basic remote access tool to ScreenConnect evolved into a broader operational strategy supported by CW RMM.
Bradley estimated that the time to resolution has been halved since adopting CW RMM.
Operational efficiency
- Reduced onboarding effort from ~five hours to ~one hour
- Automated software deployment
- Streamlined billing workflows
Growth and scale
- Added ~1,000 endpoints
- Supports 200+ customers
- Supports ~2,800 endpoints
Service delivery
- 50% reduction in time-to-resolution
- Maintained ticket volume despite growth
- Expanded support across multiple states
