See how ComTech used ConnectWise solutions to enhance scalability

ComTech

ComTech Systems, Inc. (ComTech) is dedicated to providing companies in and around the eastern seaboard with the right technology to support day-to-day operations. ComTech Systems Inc. provides a full range of comprehensive IT support, including managed IT solutions to ensure Wi-Fi connectivity and network security, backup and disaster recovery solutions, Microsoft 365 migration, and virtual help desk support. In addition, ComTech provides remote monitoring and on-site support to conduct preventive maintenance and deploy immediate assistance when necessary.

Challenge

ComTech transitioned from a VOIP vendor to an MSP in 2012, which led them to ConnectWise—a partner that could support their rapid transformation with the depth and breadth of integrated solutions.

Solution

By leveraging ConnectWise Business Management solutions, ComTech deployed ConnectWise PSA™ and integrations with CPQ, BrightGauge, and Campaign to power business growth and create a seamless experience for colleagues and customers alike.

Results

ComTech was able to gain efficiency through automation and reduce errors through streamlining processes and procedures. Automation in communicating with customers has increased engagement, customer satisfaction, and workflows, which has materially improved our speed of service.

“With ConnectWise PSA, we’ve had a ton of success with automation. We’re streamlining procedures and able to monitor and measure what we’re doing. The old way of doing things was manual (like data entry and billing reconciliation), and it was without integration. This caused a great deal of lag, slowed us down and created errors in the process.”

“Our techs were really the drivers of this movement and forced us to make the switch! We kept coming after them to log their time, notes, etc. The tech coming from ConnectWise PSA said, ‘If you switch to ConnectWise, I’ll enter my time,’ and now she doesn’t chase it down anymore.”

Maryland-based ComTech Systems, Inc. is an MSP with a tech stack that runs deep. Seemingly anything small and midsized businesses (SMBs) may need to operate their business with respect to privacy, cybersecurity, disaster rollback and recovery, and overall business continuity, ComTech can deliver on it. Oh, and peace of mind—they can deliver that, too.

Courtney Amodei, Director of Operations, tells us about ComTech’s origins. Since 1985, this second-generation, family-owned, small business put down roots in Gaithersburg, MD. “As a full-service provider of Managed IT and Voice Solutions to SMB organizations, ComTech has earned an outstanding reputation for quality service by maintaining a team of hardworking professionals focused on exceeding our client’s expectations.”

In order to maintain its momentum and business trajectory, ComTech invested in itself.

“We pulled together a broad range of industry expertise, strategic partnerships with leading technology vendors, dedication to delivering personalized service, and highly experienced, certified IT professionals. We feel this makes ComTech uniquely qualified to be a partner for comprehensive, high-value solutions with real business impact.”

Once they hired their lead technician, the transition from vendor to MSP was in motion.

“We were struggling a bit with it [the transition to MSP], so we sought out another company, not only to bolster our reputation in the market but also to capture their client base. We took the existing PSA and moved it into ours. But, we needed more—a PSA that could help us achieve our most ambitious vision of success.”

ComTech, a ConnectWise partner since December 2021, went live with PSA in July 2022—and they haven’t looked back. “With ConnectWise PSA, we’ve had a ton of success with automation. We’re

streamlining procedures and able to monitor and measure what we’re doing. The old way of doing things was manual (like data entry and billing reconciliation), and it was without integration. This caused a great deal of lag, slowed us down and created errors in the process.”

Automation in customer communication—ticket communications with status updates and workflows— has improved. “Our techs were really the drivers of this movement and forced us to make the switch! We kept coming after them to log their time, notes, etc. The tech coming from ConnectWise PSA said, ‘If you switch to ConnectWise, I’ll enter my time,’ and now she doesn’t chase it down anymore.”

Any parting wisdom for MSPs out there who haven’t looked into ConnectWise solutions yet?

“Look, it’s always hard to make a massive transition, but it’s worth it. Walk before you run! I think there’s a common misconception out there about ConnectWise—the lift may be difficult at first, but as a partner of ConnectWise, we have no limits on what we can achieve. They do SO MUCH. Once you have the different modules in place, it will be massive.”