Cybit leverages ConnectWise RMM™, a platform-approach to position itself for an automated future

Cybit

Cybit is a UK-based comprehensive end-to-end IT solutions provider. With a mission to empower its customers’ commercial success by leveraging industry-leading technologies, Cybit specialises in expertly designing, developing, and delivering flexible managed IT services, robust cybersecurity solutions, seamless cloud migration strategies, and insightful data analytics.

Challenge

Cybit faced the challenge of fostering organic growth within its long-established MSP framework while seamlessly integrating newly acquired businesses. This required tools, services, and solutions that could sustain an accelerating growth trajectory and provide a powerful platform to scale.

Solution

Cybit is deploying a platform approach with ConnectWise RMM™, ConnectWise PSA™, and certified integrated vendors to automate business operations, expand endpoint management, and provide fulfilling opportunities for its colleagues.

Results

Through ConnectWise solutions and integrations, Cybit has enhanced its managed services offerings, gained efficiencies by reducing mundane tasks, and achieved unlimited scalability. This has made it easier to deliver an exceptional customer experience and support both organic growth and the integration of acquisitions.

“We implemented ConnectWise PSA™ as our previous solutions proved to lack integration and were limited in capability. We found that others couldn’t handle the volume of invoice lines, leading to system hang-ups. One issue we encountered was related to timely invoicing for cash flow, especially with our large clients. We had to modify invoices, breaking them into smaller chunks to avoid system failures”

“The goal is to become the most AI-driven MSP, ConnectWise Sidekick™, RPA and hyperautomation tools are significant steps toward achieving that.”

Growing a long-established Managed Service Provider (MSP) organically while integrating acquired businesses is no easy feat. It requires vision, leadership, resilience, and the right partner to make a successful journey.

Cybit recognised that enhancing its MSP model offered significant advantages, including scalability of services, income stability through monthly recurring revenue (MRR), and untapped client growth.

As CTO, Rob Hankin has been at the forefront of repositioning Cybit in the IT services space. With nearly 14 years at the organisation, he brings invaluable institutional knowledge for quicker decision-making and the experience to apply key learnings from the past.

To truly transform and build a solid foundation for growth, Cybit needed a partner that provided the depth, breadth, and experience to help construct their MSP model. They narrowed their choices to ConnectWise and Datto. Despite considering ConnectWise the superior product, they initially opted for Datto.

That was five years ago.

“In hindsight, we learned a lot through the journey with Datto. We matured as an MSP and realised that to support our growth trajectory, we needed an integrated and more comprehensive solution in ConnectWise.”

Hankin emphasises, “ConnectWise is engineered for MSPs and specifically addresses the challenges we are facing.”

Scalability Challenges

Cybit experienced many issues with previous platforms that impacted operations and customer service, which perhaps was the catalyst that led them back to ConnectWise.

Hankin shared, “We had intermittent service challenges with endpoints appearing offline. This instability impacted our customer experience and operational efficiency. I don’t have to tell you that this is not a risk we can afford to have in our business.”

Cybit sought a partner that could cover everything from sales operations to invoicing and project management. Leveraging ConnectWise as their platform, Cybit was able to realise some much-needed scalability and stability.

“We implemented ConnectWise PSA™ as other solutions proved to lack integration and were limited in capability. We found that others couldn’t handle the volume of invoice lines, leading to system hang-ups. One issue we encountered was related to timely invoicing for cash flow, especially with our large clients. We had to modify invoices, breaking them into smaller chunks to avoid system failures,” Hankin explained.

Ambitious Automation Goals

Cybit is committed to a vision to deliver more automation for its clients and colleagues.

“The goal is to become the most AI-driven MSP, ConnectWise Sidekick™, RPA and hyperautomation tools are significant steps toward achieving that.”

ConnectWise RMM™ enables them to monitor and manage their customers' critical workstations and servers while automating maintenance tasks and issue remediation to proactively protect their customer's productivity. Similarly, ConnectWise PSA™ has effectively reduced the manual effort involved in back-office processes (invoicing, project management, procurement). This streamlined efficiency allows opportunities to convert to sales orders, agreements, projects, tickets, or invoices.

“Our approach to automation enables us to grow leaner. Engineers are now focused on more fulfilling tasks instead of mundane activities like password resets. The implementation allows them to work efficiently without hindrance.”

It provides a better customer experience compared to their previous system. Cybit’s capabilities have been enhanced through seamless integrations and access to an open ecosystem.

“With integrations, it allows us to rationalise relationships and streamline processes. We are expanding our use of ConnectWise as a platform and turbocharging our capabilities. Our growth and maturity are evident with over 7,500 endpoints currently managed within ConnectWise.”