CEO William Pote, or BJ for short, was open about not knowing much about providing managed services at the beginning. “When we started, I really had no idea what it would take to run an MSP, or really what an MSP meant,” he admits. Being in this position made it hard for eTop to provide the kind of service they wanted. With the help of the ConnectWise platform, BJ was able to gain incredible insight into his business—old processes weren’t working, client support was suffering, and proper quoting was nearly nonexistent.
The information BJ gathered has fundamentally changed eTop Technology from top to bottom. A complete shift in how they handle client support and internal operations has allowed eTop Technology to confidently provide consistent services to every client. However, it’s taken time for the eTop team to get to this point.
Diving in Head First
In the beginning, eTop was providing break/fix work to clients but really wanted the company to focus on pushing them to monthly services. “We were basically like a help desk and everything else was extra,” BJ explains. “As we’ve matured, there’s little that is extra. We’ve definitely moved more into a solution-based MSP.”
The focus on being an MSP has made eTop’s services evolve as well. Before, each client would have their own backup application or email provider, and eTop would work to support it. Now, they are focusing on selling and supporting a single product or solution for every client. While working toward making the shift, eTop was discovering their old set of tools were not evolving with them.
With More Focus Comes Better Service
So much in IT is uncontrollable, so focusing on what they can control has pushed eTop’s operational maturity to new levels. What eTop can control are the solutions they provide. These include firewall, backup applications, and access points. “We’re meeting and remediating everything we possibly can to bring the client up to snuff,” BJ points out, “so that way they’re happy with our service and we’re happy with our service. I do think that’s starting to be a big differentiator.”
Such a fundamental shift in the business required eTop to look for a business platform that would allow them to provide the services they wanted. ConnectWise has been the solution for them.
A Solution for the Mature MSP
Before implementing ConnectWise into eTop’s operations, BJ attended a few ConnectWise User Groups. From an outside perspective, BJ could see there was something special about working with ConnectWise. eTop’s old solution didn’t have much to offer in terms of peer groups or events for users to meet and share their experiences. “There was just a far better community,” he says, “and there were also far more consultants available for ConnectWise.” He noticed a lot of the more established MSPs were working with ConnectWise and felt that they would help eTop continue to mature operationally.