“Our focus is to leverage ConnectWise Asio™, master AI and RPA to automate processes and extend those technologies to our clients. There’s only so much we will be able to manage with the same number of staff and remain profitable. The only way to do this is by using RPA™.”
“For anyone not embracing it or deploying some form automation, my advice is ‘you need to’ and do it now. If you don't do it, you won’t realize the profitability or the performance of other MSPs. The way I see it, in a period two years, MSPs that didn’t leverage hyperautomation will not have the staying power of others that did.”
A hype cycle
That’s what we are in.
A hype cycle.
By definition, hype is a typical pattern of enthusiasm and disillusionment associated with new technologies or innovations.
For ited, hyperautomation it is certainly living up to the hype.
Co-founders, André Lajoie and Eric Bigras, started a managed services provider (MSP) business, dedicated to supporting SMBs across Canada. Headquartered in Montréal, Québec, ited now boasts six offices, a growing global footprint, and is poised for exponential growth.
By improving business processes, enhancing financial decision-making, and driving efficiencies, Asio™ and hyperautomation are key drivers of profitability and play a crucial role for the organization. Ited grew from a $1 million startup to a $50 million leader in IT services.
“We are not slowing down. We have an aggressive goal is to take the organization from $50 million to $250 million by 2030. So, we rely on ConnectWise for its partnership and platform that can help us manage the complexities and challenges that come with that trajectory.”
Ited are harnessing the potential by deploying automation, including virtual technicians, and incorporating AI utilizing ConnectWise RMM™, ConnectWise Asio™, RPA™, Sidekick™, and other tools that integrate.
“We are embracing AI to enhance many of our business processes. Our goal is to achieve 50% automation to maintain profitability and a healthy gross margin. Currently, 20% of our ticket time is already automated. We need to continue our automation journey. There are tasks in our organization that consume a lot of time. It's mandatory that we automate. If we don’t, we will have limitations to onboard new clients, to take on more opportunities and to grow.”
Staying competitive in a groundswell of new innovations and a dynamic digital space can be a daunting task. But ited have a plan.
“It's all about profitability in gross margin for us. We aim for 50% [GM] under services, and the only way with salaries going up - and without adding additional headcount, is to apply automation. As we continue to grow, automation is helping us manage alerts, monitoring, and getting us to faster ticket resolution. It's impossible to do everything manually, and we need to help our technician with the right tools.”
Given its ambitious growth strategy, ited sought a comprehensive solutions Partner that could deliver a platform and an open ecosystem to ensure they could grow without constraints. For more than 8 years, ConnectWise has been foundational in the ited journey. ConnectWise Asio is the future-forward platform that unifies MSP operations, streamlines workflows, and enables growth. And ited is ‘all-in’.
“We use ConnectWise RMM™, built on ConnectWise Asio™, which allows us to utilize RPA and Sidekick and all the other [hyperautomation] tools. We know if we are not there [with automation] in the next two years, we will lose part of the market of course because probably other company will beat us to it.”
Ited has a defined set of priorities, and a Partner in ConnectWise, to manage the chaos and improve operational efficiently.
“Our focus is to leverage ConnectWise Asio™, master AI and RPA to automate processes and extend those technologies to our clients. There’s only so much we will be able to manage with the same number of staff and remain profitable. The only way to do this is by using RPATM.”
Looking ahead, ited aims to acquire expand globally, targeting $250 million by 2030. Lajoie emphasized the importance of having a long-term and future-forward partnership with ConnectWise. “They adapt their offerings to meet our needs, providing a partnership that includes skilled experts who guide decision-making and are accessible at every step.”
Lajoie shares some perspective for MSPs who have yet to embrace hyperautomation
“For anyone not embracing it or deploying some form automation, my advice is ‘you need to’ and do it now. If you don't do it, you won’t realize the profitability or the performance of other MSPs. The way I see it, in a period two years, MSPs that didn’t leverage hyperautomation will not have the staying power of others that did.”
