Fast issue resolution keeps customer satisfaction high
A classic problem in the MSP business is when an RMM tool fails to detect an overnight server outage—and the MSP has to learn of the problem from the customer in the morning. “ConnectWise Command is so much more reliable as a monitor—all those problems get resolved right away,” says Coopersmith. A unified toolset for patching has improved consistency to keep more issues from arising in the first place. As a result, the CSAT score ITS NYC uses to measure customer satisfaction has risen consistently since the beginning of its ConnectWise partnership. “Our CSAT was at 97% for last year, and we’re still climbing.”
Strong growth in employee productivity drives revenue higher
ITS NYC tracks the health of its business by a range of metrics, including revenue per employee, endpoints covered per employee, customer satisfaction, and ratings on each help desk ticket. Weekly review meetings keep the team’s eye on key areas of focus. With ConnectWise, the news has been consistently good. “Our revenue is up by $600,000 with ConnectWise, and we’ve been able to take on two new employees to keep scaling our business,” says Coopersmith.
A small firm extends its reach around the globe
Although ITS NYC is a boutique firm with a typical customer size of 10 – 50 endpoints, ConnectWise helps it maintain a broad geographic reach. “We have customers with field employees all over the country. ConnectWise gives us the tools to support them wherever they need help—in an airport, in a hotel, overseas, or anywhere business takes them. We can be wherever our clients need us to be at a moment’s time.”
ITS NYC is continuing to evolve and grow its business to keep pace with industry trends, with ConnectWise Cybersecurity Management playing a central role. “Security and cloud will be key parts of our model,” says Coopersmith. “The more infrastructure we can move out of a customer’s office and into the cloud, the more we can provide secure enablement for their data. Any MSP that isn’t active in the security area will have a hard time finding success, and so will anyone who doesn’t have a solid cloud offering.”
Along the way, ITS NYC’s ConnectWise partnership gives it the same kind of confidence the firm provides for its own customers. “ConnectWise absolutely plays the same kind of role for us. The real test of a relationship isn’t when things are going well—it’s when there’s a bump in the road. With ConnectWise, there’s a team to work with and straighten it out. That human element is the biggest bonus.”
Cybersecurity Threat Detection & Response
ConnectWise Cybersecurity Management takes cybersecurity threat detection and response to new heights. With powerful assessments, protection, detection, and response capabilities, technology solution providers (TSPs) are able to stay ahead of the latest threats and provide the security services their clients expect. Expert SOC services are available 24/7/365 to bridge the security skills gap and provide rapid threat response to TSP’s managed environments, allowing for scalable security services and around-the-clock protection.