“We consider it the most uncontroversially awesome tool within the ConnectWise portfolio! It just works. It does everything you need it to do - it's easy and it's fast! And more importantly, my techs love it.”
“Our technicians don’t find themselves frustrated or wasting time. We avoid unnecessary delays related to access or troubleshooting. The tool streamlines the entire support process.”
LTI Information Technology makes it their mission to provide comprehensive IT solutions to organizations across various industries.
A partner since 2017, Eric Murphy, LTI Information Technology’s Chief Operating Officer (COO), offered us a look inside.
“We aren’t your typical MSP Managed Service Provider (MSP). LTI-IT designs, implements, and optimizes networks of any size and complexity. We help clients understand technical jargon and ensure their networks work efficiently.”
LTI-IT’s approach to relationships is rooted in a long-term commitment. Rather than being driven by external pressures, they prioritize client satisfaction and aim to maintain enduring relationships. Their focus is on personalized service rather than pushing clients into specific solutions.
While industry trends may emphasize standardization and profit-driven models, this partner prefers a bespoke approach, tailored to each client’s unique needs.
“We cater to diverse sectors, including manufacturing, life sciences, pharmaceuticals, not-for-profit organizations, finance, legal, engineering, and education. And we consider ourselves a bespoke MSP, one that values service and relationships – above all else.”
Embracing ConnectWise’s suite of solutions—including ScreenConnect™, ConnectWise PSA™, ConnectWise Automate™, ConnectWise CPQ™ —LTI-IT has matched their growth with the evolution of technology. Murphy notes: “Look, no system is perfect. But ConnectWise meets the majority of our requirements and was a partner that we felt could take us to the next level. The goal was to find a partner with solutions that worked well and minimized disruptions during the transition.”
ScreenConnect
The quest for a comprehensive solution brought LTI-IT to a pivotal moment in their technology journey. LTI-IT was looking for an all-in-one solution that could address multiple aspects of their business. “Having everything under one roof streamlined our operations and reduced complexity.” says Murphy, highlighting the transformative impact of integrating ScreenConnect.
This need for integration marked a shift from their previous step. Before ConnectWise, LTI-IT leveraged OTRS, an open-source helpdesk tool, and the free version of LogMeIn for remote support. As LogMeIn’s pricing model changed, driving costs upward, Murphy and his team sought a more sustainable and robust solution.
“LogMeIn significantly increased their prices, which prompted us to seek alternatives. The escalating costs were no longer sustainable for our business. While ConnectWise wasn’t chosen solely based on price, cost considerations were a factor. The burden of increasing costs with LogMeIn pushed them to explore alternatives, and ConnectWise emerged as our partner of choice.”
Murphy recalls the decision-making process with clarity: “we made a strategic decision to choose ConnectWise over other potential many other options because ultimately there was need for robust remote access and management capabilities to position our organization for the future.”
LTI-IT's experience with ScreenConnect has been exceptionally favorable, transforming their approach to remote IT support. Murphy’s satisfaction is evident: “we consider it the most uncontroversially awesome tool within the ConnectWise portfolio! It just works. It does everything you need it to do - it's easy and it's fast! And more importantly, my techs love it.”
This seamless integration was pivotal, making the adoption of ScreenConnect not just simple, but a decisively strategic move for LTI-IT. The choice to transition to ScreenConnect was guided by more than cost-effectiveness; it was reinforced by the solution’s synergy with the existing ConnectWise ecosystem already empowering their operations.
The significant impact of ScreenConnect on LTI-IT's service delivery underscores the wisdom of choice. Murphy shared the positive impacts from using the tool:
- Reducing Friction: “When we need to connect to a user’s computer, the process is seamless and straightforward. There’s minimal effort required on the user’s end. Even with ad hoc connections, the experience remains excellent.”
- Efficiency: “Our technicians don’t find themselves frustrated or wasting time. We avoid unnecessary delays related to access or troubleshooting. The tool streamlines the entire support process.”
- Deployment and Maintenance: “ScreenConnect is easy to deploy and maintain. Its security features provide peace of mind, allowing us to focus on serving our clients effectively.”
Murphy also raves about a particular ScreenConnect feature that has become indispensable to his team: “Backstage has been instrumental”, says Murphy, “allowing our technicians to perform tasks remotely without disrupting the user. It’s like being there without being seen, ensuring continuous productivity for our clients. I don’t know how many of your competitors have a feature like that, but it’s invaluable to us and our clients.”
Sounds like a winning formula.
Keep on keeping on, LTI-IT.
