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Longtime Partner Stays Ahead of the Curve with ConnectWise neteffect technologies | ne-t.com

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Challenge
neteffect technologies needed to evolve their already ahead-of-the-game business management practices from “good” to best-in-class with solution perfectly suited to their rapidly growing company
Solution
CTO John Campbell and his team researched and implemented different options, ultimately choosing ConnectWise
Results
Their alliance with ConnectWise allows neteffect technologies to pursue their future vision with a company that shares their passion for partnership, growth, and customer satisfaction.
“Switching over to ConnectWise was big for us,” Campbell says, “because it really automated a lot of the processes that we needed, from ticket acceptance to being able to track things and report on them.”

“We’ve been using the entire ConnectWise suite of solutions for quite some time. We are big advocates,” says John Campbell, Chief Technology Officer at neteffect technologies, a successful TSP of nearly 30 years located in Charlotte, N.C. Campbell has been with neteffect since 2001. Since coming on board, he has seen the company grow from three employees to over 30. As neteffect’s numbers increased, it became necessary to find a business management platform that was fast streamlined, and easier to use than what they were implementing at the time.

“Pre-ConnectWise,” he explains,“ our business management solutions mainly revolved around incident tracking.” At that time, neteffect was already ahead of the competition, using a small, web-based tracking application instead of spreadsheets to track tickets. But this solution had its limits. The application would accept tickets, but they had to be created internally—as there was no customer-facing ticket-acceptance functionality—and then exported into another program manually. Even though this was ahead of the game already, they knew they could do better.

Trial, Error, and-Finally-Success

The hunt for their next business management platform initially led to ConnectWise competitor Autotask®. But, as Campbell explains, they switched to ConnectWise before finishing implementation. “We liked the way ConnectWise did things, especially the work flow and the way it managed the back end. But we made a rash decision and went with Autotask.” However, halfway through training, Campbell and team were confronted with some major limitations that caused them to reconsider their choice.

“During training we realized the difference between the future vision of ConnectWise and Autotask.” neteffect was looking for an application that they could easily picture using—and growing with—for many years to come. “Switching to ConnectWise was ideal because we could see their vision of five, ten, fifteen years down the road. We share that forward-focused way of thinking; we live and breathe by it.”

ConnectWise Manage also gives Campbell the transparency he was looking for his engineering staff and sales team. “Before ConnectWise Manage, we lacked insight into our data. We had a lot of data, but no way to access it all to know what was important.” neteffect has always been a pioneer of change in the industry, and Campbell knew they needed to be able to interpret all their available data to keep evolving for their customer base. “That’s been our story all along,” he explains, “And ConnectWise Manage allows us to have actionable data we can easily translate into game-changing results for our customers."

Holding the Door for ConnectWise Automate®

Being ahead of the game sometimes means your perfect solution might not even exist yet. When neteffect was first looking to implement remote monitoring and management (RMM) software, the big name in the game was Kaseya®. Naturally, neteffect were early adopters. But, like their experiences with Autotask, they couldn’t seem to find the forward-thinking approach they were searching for.

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