A major shift brings a big improvement in customer satisfaction
The size of ImageNet’s business at the time its ConnectWise partnership began did pose a few challenges. “With thousands of seats to transition over, we were a big addition to ConnectWise’s business. It was rough at first, I’ll be honest, but everyone we dealt with there was in it to win it. They worked their tails off to make sure we were taken care of—they gave the kind of support to us that we want to give to our customers, as they continue to do to this day,” says Fernandez. ImageNet’s customers soon saw the value of working with the ConnectWise help desk. “Before, with our three-person internal help desk, it took time to get back to customers,” says Fernandez. “Now users can get a response in under one minute whether they obtain support through phone, chat, or email, and tickets don’t age longer than 24 hours to full resolution.” More than 80 percent of issues are resolved on the first call, helping ImageNet achieve high customer satisfaction.
Both revenue and customer base climb steeply
ImageNet’s customer base has more than doubled since its ConnectWise partnership began, while revenue has quadrupled. “With our old model, the fully burdened cost of an employee was too high to recoup through the number of seats they could handle without getting burned out. We were losing money. The ConnectWise model is far more efficient so we can scale for less and everyone makes more money,” says Fernandez. “ConnectWise also enables us to offer a broader range of services to our customers and cover all sides of their business transformation. That also means we’re also selling more per customer, which helps revenue.”
Currently the fastest growing division of its parent company’s revenue, Fernandez projects that the Managed IT Services division will eclipse the total revenue of its massive legacy print business within the next decade. “That’s a big opportunity considering this is a $120+ million company. I’m up for the challenge. Working in partnership with ConnectWise, it’s easy to do,” says Fernandez.
An efficient and scalable business model enables sustainable growth
“ConnectWise enables us to offer a broader range of high-quality services to our customers, but for us, the help desk is the key component to building our success,” says Fernandez. “I can count on it, and it allows us to scale.” As the company pitches new franchisees to continue to build its network, currently 19 locations in six states, this model proves highly compelling. “People think they need 500 staffers to be a full-service MSP, but we tell them they can succeed with just two or three people in a branch. Our success methodology and outcome delivery chains are very well thought-out. Having ConnectWise as a partner we can count on to enable that model is huge for me—it gives me rock-solid sustainability on the back end as a foundation for our MSP business.”
Looking ahead
“We’ve built something special, and our partnership with ConnectWise makes that possible,” says Fernandez. “It both saves us money and helps us generate more revenue, and it’s scalable. Staying the same size over time isn’t a strategy—it’s a hobby. We’re now growing at a ridiculous pace, and we’re not done yet. We have a young, hungry team, we’re highly competitive, and we love a challenge.”
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