In its quest to be an Empire Builder, this MSP is leveraging hyperautomation to move fast and innovate things

To say that Marco has evolved over the last five decades, would be a massive understatement.

A better word might be reinvented.

Headquartered in Minnesota, Marco serves a market that runs across the United States Midwest and East Coast regions. Built on a foundation as a printer solutions organization, Marco has blazed a trail, through mergers and acquisitions that has positioned itself for the moment. The hyperautomation moment.

Hyperautomation; the use of artificial intelligence (AI) and robotic process automation (RPA), has enveloped us. It’s taking over executive table conversations and technicians are clamoring for tools to help them work faster, smarter.

When asked about the vision for hyperautomation at Marco over the next five years, Amy Jahraus, Business Applications Manager, responded without hesitation. “We aren’t looking to apply hyperautomation over the course of five years. We are doing it in one year. We have an aggressive mindset, and our 2024 goals are aligned to specific automation KPIs.”

Jahraus is leading hyperautomation in her functional area and was able to provide the vision, approach, and goals for Marco as they work to achieve mind-blowing results.

“Marco is leveraging hyperautomation to create improvements and efficiencies. In fact, we estimate >25% of tickets to be handled by hyperautomation (AI/RPA) in 2024.”

With the help of ConnectWise Sidekick, RPA, workflow automation, and other tools, Marco is reaching for the sky. Seemingly, Marco believes there is no ceiling height to what can be accomplished and whatever could be possible, now really is possible.

In speaking with Jahraus, she exudes confidence, passion and authenticity for this transformation. She believes in the approach and has faith in the tools, thanks to the unwavering support from ConnectWise.

“These goals are attainable, and it leans heavily into our strong ConnectWise partnership, tools. The goals are big, but that’s who we are – we play to win with automation.”

According to Jahraus, there are specific targets that Marco aims to (or will) hit by end of year.

Such as:

• Increase IT service margin 
• Improve invoiceability 
• Leverage technology to create savings in IT division
• Significant amount of repetitive tasks replaced by A/I automation: 1) Auto Triage, 2) Decreased call handling time, 3) Decreased time to resolution
• Automated onboarding to reduce time for net-new MSP customers
• Recapture labor cost savings

In search of cost containment, speed and reducing errors, applying hyperautomation to Marco’s business is at the epicenter of everything they do.

“We view everything through the automation lens. Marco wants to automate anything and everything we can. We test, experiment, iterate, and innovate – all in support of building a center of excellence to automate and propel our business forward.”

Hyperautomation is quickly coming to the surface and there’s a lot that is still unknown. Artificial intelligence is learning, growing in influence, and getting smarter every day. While it may be easy to experiment with the tools, it can be hard to know how to get started, find the right tools, and to trust that you have a partner with the expertise and know-how to power you.

“I think there’s apprehension and risk with everything that’s new and different, especially when it comes to technology. But, I trust that ConnectWise has done their due diligence. And, since I trust ConnectWise, I don’t question it.”

So, we asked Jahraus a simple question: why ConnectWise?

“ConnectWise is a great partner for us on this journey. They are very open and receptive to our feedback. And, their responsiveness has been a true statement of our partnership – always listening and leaning in. They are truly working to solve our challenges.”

We couldn’t have said it better ourselves.
Let’s take on this automation journey and win, together.