Things started slipping through the cracks. Faist’s staff was spending twice as much time completing time entries as they were doing actual work. And that wasn’t the only issue. The platform didn’t have built-in reporting, offering murky insight at best into ICS’s internal data.
“One of the things that was sorely lacking from our previous product was reporting. It was just about impossible to do any baseline measurements.” Without access to critical data insights, along with a general lack of visibility into his staff’s daily workload, Faist knew things had to change.
Researching the top options available in the market, he considered solutions from Autotask®, Tigerpaw®, and ConnectWise PSA. “It became clear right up front that Manage was one of the leading products in the marketplace.” That, coupled with ICS’s positive experience with Automate, made the choice a no-brainer.
ICS rolled out ConnectWise’s business management platform on June 1, 2015. After 5 months of continuous use, Faist analyzed the numbers and the results shocked him. “In that 5-month period, between June and November, we increased our time and material revenue by $93,310, with the same staff.” ICS essentially covered the cost of their 4-year commitment in just 3 months, with additional earnings to spare.
Capturing Time and Increasing Profit
Faist attributes the revenue increase to ConnectWise PSA’s time-capturing features. “The thing about Manage is everything relates to time: time entry, time capture, all of that became easier. It’s also a mindset change. It makes your people look at the value of time much more closely because there’s accountability.”
Most of ICS’s clients send support requests through email. With Manage, their request automatically generates a ticket, so even small tasks like 3-to-5 minute calls or brief email interactions are easily captured by the staff, ensuring that nothing slips through the cracks. And now, in addition to time tracking, reports can be generated for a new vantage point on ICS’s data.
The added visibility that comes with Automate and Manage lets the techs at ICS approach service proactively, bringing Faist a new sense of confidence in his staff’s ability to efficiently help the company’s diverse client base. Everything is visible, and everyone is accountable.
“Now, we have a much better pulse on what’s going on—and confidence that things are being addressed in a timely manner.”
Another integral tool in the effort to boost efficiency at ICS is ConnectWise Control. Faist notes that ICS has used the remote support solution for 5 years, and that all practice areas company-wide appreciate its fast and effective features. The solution eliminated the need for ICS clients to take extra steps to get support. The techs simply call the clients to request permission, and are able to access their machines with the click of a button.
“It’s great to be able to render support instantly. And obviously having the integration with ConnectWise Automate has made that even better. You just click a button and the client doesn’t have to do anything. It’s just fabulous.”
“Prior to having ConnectWise solutions, you wouldn’t know what was going on, and you wouldn’t get alerted to a problem until it became a significant issue, where a client was very upset and calling a business owner.”
Chris Faist, Director of Networking, Integrated Computer Support Inc.