How This Managed Service Provider Used ConnectWise RMM to Auto-Clear Hundreds of Tickets Daily

Epsilon, Inc

Epsilon started its business in North Carolina but has been expanding into other parts of the country. As a managed service provider maintaining a 24/7 help desk and managing project-based work—which involved taking 100-120 calls daily—they needed to streamline their help desk and reduce call times for end users.

Challenge

Epsilon needed remote monitoring and management (RMM) that was easy to set up and did not require a dedicated resource.

Solution

Within a month and a half, Epsilon fully transitioned to ConnectWise RMM.

Results

From day one, Epsilon saw a significant decrease in tickets triggered by alerts needing action, with an average of 150-200 tickets cleared by RMM each day. End-user onboarding, patching, and alert management became more seamless.

“The transition from Automate to RMM was pretty seamless. We were able to transition all of our customers over within a month and half.”

- Travis Willis, Operations Manager

“The one thing that I love for our support desk and the greatest response that I've gotten from them is how easy it is now to connect to a user—to simply look up the user in the RMM platform dashboard and to be able to connect straight to that machine.”

- Travis Willis, Operations Manager

Epsilon’s expansion into other parts of the country means they are usually very busy—taking 100-120 calls every day from different customers and working on 15-20 ongoing projects at the same time. This is why Travis Willis’s first big initiative as Operations Manager was to cut down and streamline call times for their end users. To do this, Epsilon needed a system that was easy to set up and did not require a dedicated resource. Having been a ConnectWise partner for over 10 years, Epsilon was already using ConnectWise PSA™ (formerly Manage) and ConnectWise Control. As part of their streamlining initiative, Willis transitioned the company from ConnectWise Automate to RMM. The results were immediate—from day one, there was a significant decrease in tickets, with 150-200 tickets auto-cleared by RMM every day.

“With RMM, I've definitely noticed the ease of onboarding a new customer through the system. Getting everything set up with patching and alerts, and all of that is really seamless,” said Willis. “We also see a crazy amount of tickets come in, but at the end of the day, between 150-200 are getting auto-cleared—these two things are the biggest savings for us.”

A Single Bundle to Do It All

Epsilon originally became a ConnectWise partner because they needed a better tool for project management—and eventually, they chose ConnectWise PSA. The other plus point was the fact that they could bundle all the services they needed, which at the time also included Control and Automate.

“We were using Autotask and didn't really have a tool to use to connect with customers like that. But then we used Level Platforms for the RMM agent and that was a little clunky too, and having it all work together was difficult,” Willis explained.

“So really, what helped us make the jump was the bundling of all services together.”

Increased Technician Efficiency

Epsilon felt that Automate was a great product if there was a dedicated team operating it. However, Epsilon’s team primarily consisted of tier 1 to 3 support techs, who are primarily focused on partner support. The transition from Automate to RMM—a seamless process that took only a month and a half—meant that their techs could easily log in and have visibility on endpoints.

“This is why I love the product so much,” said Willis. “Say, my support person has 30-45 seconds with somebody on the phone. They can quickly get in there, type their username or the machine name, pop into the machine and see what it’s looking like on the resource utilization, see what kind of applications are on there. They can look at the event logs in real time before they even start the connection with the end user device so they can get some information as they go.”

Easy to Use from the Get-Go

Prior to using RMM, user onboarding was a more complex process, which could result in issues later on. However, RMM made the process much easier.

“There was a lot of different things to set up and if you missed something, then you could see issues down the road—whether it be patching or alerts or things like that. So, with RMM, I’ve definitely noticed the ease of onboarding a new customer through the system. Getting everything set up is really seamless. That’s where I’ve seen the biggest improvement,” Willis expressed.

Immediate ROI with Intelligent Monitoring

Within one day, Epsilon benefited from Intellimon alerts on RMM and saw a significant decrease in tickets trigged by alerts needing action. On average, 150-200 tickets are auto-cleared each day.

“I could start to see alerts coming in and then auto clearing. Going back and looking at the logs, I realized that it actually is fixing the problem. Not just wiping it off the board,” said Willis.

Doing More with RMM and ConnectWise

“The one thing that I love for our support desk and the greatest response that I've gotten from them is how easy it is now to connect to a user—to simply look up the user in the RMM platform dashboard and to be able to connect straight to that machine without having to send the user to a website and put in a code and all that stuff. So really the seamless transition on the calls have helped them out a lot.”

Epsilon also recently began using ITBoost and once that is fully integrated with their current solutions, their support desk will have greater access to all the information they need.

“My goal is to have really everything in one dashboard—maybe two tabs within the same browser—but everything that the support desk needs will be right there at their fingertips. So that's the end goal and we're getting closer and closer to being there,” said Willis.