Better alerts and round-the-clock coverage free DS Tech for higher-level work
With its previous RMM platform, DS Tech averaged over one thousand open tickets at any given time. With ConnectWise, that number has shrunk to fewer than 100. “By getting fewer alerts, but better and more actionable information, we can become more proactive in solving customer issues,” says Wakkuri. Instead of beginning each day with a backlog, DS Tech sees the tickets that the NOC has been fixing overnight, from login issues to service updates. “During work hours, that gives us time to focus on more important customer priorities and project work.”
ConnectWise Recover and ConnectWise Cybersecurity Management help DS Tech reduce risk for its customers. “With our old vendor, we spent a lot of time fixing broken backups; we didn’t feel like we could trust those products. The ConnectWise NOC takes the lead on testing our backups to make sure they work and fixes any issues that come up,” says Wakkuri. “With ConnectWise Cybersecurity Management, we know that any threat won’t just trigger an alert—the SOC team will clear it out right away.”
Revenues and earnings soar
“We’ve doubled our Earnings Before Interest, Taxes, Depreciation and Amortization (EBITDA) in a single year, revenue is up 16 percent, and a lot of that is due to our ConnectWise partnership,” says Wakkuri. Able to focus more effectively on value-added services, DS Tech has created vertical industry solutions for the financial, manufacturing, and medical markets. “We’re making our customers’ jobs easier by helping them achieve challenging objectives, like meeting demanding compliance requirements. That makes them happy to sign larger and more profitable managed services deals with us.” ConnectWise Assist Tech Advantage helps DS Tech deliver customer projects more quickly at a fixed cost. “You get a team and a lead who follows through to the end. We’ve been impressed with the service, especially for Microsoft Exchange migrations.”
Enterprise-level services go head-to-head with larger competitors
“Through our NOC and SOC partnerships, we’re providing enterprise-level services at an SMB price. That means we can go after bigger companies at a competitive price point,” says Wakkuri. Rich security auditing tools help DS Tech plot out the areas where its customers are most vulnerable and where its cybersecurity services can help, and that walkthrough becomes a driving force for new business. “Our customers want to feel secure that all their data will be safe, and that they won’t lose everything they’ve worked for due to natural disaster, ransomware, or other risks. We can now offer that assurance.” The company is currently developing new cloud and digital workspace services into its offerings to help customers achieve greater mobility, business agility, and cost efficiency.
With ConnectWise’s help, DS Tech is able to fulfill its promise of high-quality service and high-value customer relationships. “Customer compliments are way up and we’re getting more referrals than we’ve ever seen,” says Wakkuri.