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How GoodSuite Consolidates and Conquers With ConnectWise

GoodSuite Consolidates

GoodSuite, a premier managed service provider (MSP), has been delivering top-tier technology solutions to clients across Southern California and nationwide for over 25 years. Renowned for its “boutique level of service,” GoodSuite combines expertise in managed IT, Cybersecurity SOC, document technology solutions, and VOIP, continually expanding its offerings to meet the evolving needs of modern businesses. With a steadfast commitment to personalized service and industry-leading products, GoodSuite empowers organizations to operate with efficiency, security, and confidence in today’s digital landscape.

Challenge
One of GoodSuite’s partners, while weathering an acquisition, had to put a pause on core support services — one that a complex GoodSuite client relied on. Unfortunately, that led to a nine-hour support process that wasn’t sustainable long-term.
Solution
Always putting clients first, GoodSuite embarked on a strategic transition to elevate its core support services. To achieve this, GoodSuite partnered with ConnectWise, leveraging its robust platform, ecosystem, and tools to enhance a critical area of client support. This shift reflects GoodSuite's commitment to continuous improvement and exceptional service, ensuring clients receive the highest level of support and care.
Results
With ConnectWise, GoodSuite now delivers an enhanced support model, resolving issues in a third of the time compared to its previous solution. The ability to scale and seamlessly onboard more clients, without increasing internal resources, reinforces GoodSuite’s commitment to putting the customer first by providing exceptional flexibility, efficiency, and responsiveness.

“We spin up a new client, I can simply send it to the NOC over at ConnectWise and say ‘Please install to these three servers.”

“We definitely put it [ConnectWise NOC™ Services] to the test, because it’s a very complex environment. And through that experience is what gave us faith.”

Brent Portera, Vice President of Technology Services at GoodSuite, recalls a challenging period when a shift in a partner’s support model led to significant issues. “One of my largest clients faced a nine-hour process when they needed support to work seamlessly,” said Portera.

For this complex GoodSuite client, such a lengthy process was unsustainable. “It didn’t go well,” Portera noted, adding that the risk of losing the client became a real concern. This experience underscored the need for GoodSuite to find a more effective and reliable solution for not only this client, but for all of GoodSuite clients.

Finding a Solution and Following Through

Around the same time GoodSuite was weathering its support challenge, ConnectWise had just begun to launch its NOC™ services. This enables MSPs to expand their skills and bandwidth and appeal to not only more clients but bigger, better ones, too.

“We definitely put [ConnectWise NOC™ Services] to the test,” said Portera. “It’s a very complex environment, and going through that experience is what gave us faith in the solution.”

In addition, GoodSuite has rigorously tested the product in a simulated full disaster recovery environment — “and it’s worked out really well,” said Portera. “It’s been a ‘so far, so good’ experience for us.”

Fast Forwarding Resolutions + More Benefits and Bonuses

Since making the transition, GoodSuite has enabled quicker resolutions for their complex client — in about a third of the time it took the previous partner. That’s a big win, but there was more value to uncover, too — both externally and internally.

Another large bonus for GoodSuite from a business standpoint was the ability to consolidate its vendors. Being a ConnectWise partner, and with lots of GoodSuite clients already on the ConnectWise PSA™ Help Desk, it just made sense to continue expanding the use of ConnectWise products and services.

Furthermore, the ability to not have yet another third party involved with clients is huge, with Portera providing the following example:

“When we onboard a new client, I can simply send it to the NOC at ConnectWise and say, ‘Please install on these three servers,’” he said.

Managing and monitoring alerts is one of the most crucial aspects for GoodSuite. “If a backup fails, or if there’s an issue with connectivity, we’re now sending all of that to ConnectWise to handle those alerts, so we don’t have to manage them directly,” said Portera.

This addresses a common challenge nearly all MSPs face: the overhead costs associated with hiring high-cost engineers. “Not having to factor that in when signing a new client is a huge win for an SMB or smaller MSP,” he said.

Having access to a broad range of support and IT solutions means GoodSuite doesn’t need to count on additional third parties to support important and complex clients and, instead, can focus on building and maintaining those high-quality relationships.