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Challenge

To deliver optimal value for customers, Network Coverage needed a more reliable RMM platform and a more comprehensive service portfolio.

Solution

Network Coverage uses ConnectWise to deliver comprehensive services managed easily and efficiently through a single pane of glass.

Results

With reliable quality and value, Network Coverage can count on satisfied customers for testimonials and referrals.

Quality – Round-the-clock NOC and SOC coverage has significantly improved the reliability of customer environments

Revenue – An aggressive growth strategy has boosted revenues 25 percent each of the last four years

Business – ConnectWise has helped Network Coverage expand both the size of the organizations it works with and its area of operations

When Network Coverage made its move into managed services in 2011, the company knew the quality of its RMM solution would be critical for helping its small team keep up with customer needs. Instead, recalls VP of Operations Alex Joy, “We were constantly worried about servers or hard drives failing with no advance warning or alerts. No solution we tried had allowed us to sleep well at night.” Given the company’s fixed-rate pricing model, constant reactive firefighting made it hard to control its labor costs and sustain reasonable profit margins.

Tired of unresponsive vendors and broken promises, Network Coverage finally discovered ConnectWise. As a trial, the company pushed ConnectWise Command out into its internal environment. “Within minutes, we were getting tickets about issues on our machines that our previous platform had never detected,” says Joy. “Then we went from alarmed to relieved when we saw that they’d been automatically remediated. That was the light bulb moment that this was not your typical RMM solution.”

“I’d never seen anything like that,” says Network coverage owner Terry Ledger. “We were sold within an hour.” Ledger soon experienced the immediate value of ConnectWise Fortify as well. “I needed an agent that I could run on my MacBook. ConnectWise built it in three minutes—not the half-day you’d usually need for configuration—and almost immediately, it detected a threat and the SOC called to remediate it.”

Network Coverage now uses a comprehensive ConnectWise solution set including ConnectWise Command™, formerly a Continuum solution, backed by the ConnectWise NOC for RMM, ConnectWise Fortify™, formerly a Continuum solution, backed by the ConnectWise SOC for security, and ConnectWise Recover™, formerly a Continuum solution, for backup and disaster recovery. “The integration across ConnectWise solutions gives us a single pane of glass with RMM on one tab, security on another, and BDR on another—it makes it easy to see where a problem exists and how to handle it, without having to manage multiple technologies, vendors, and account reps,” says Ledger. With ConnectWise Assist™, formerly a Continuum solution, Dedicated Tech, Network Coverage has hired a Tier 3 engineer within the ConnectWise NOC as member of its own team.

“We’ve got the tools to do the job we say we’ll do, avoid downtime and mistakes, and make our customers good sources of testimonials and referrals. Continuum has been a great partner. We’re lucky to have found them.”

- Terry Ledger, Owner, Network Coverage

Fast, proactive service helps Network Coverage keep its promises

“By identifying issues more quickly, ConnectWise helps Network Coverage keep both its customers and its own business running at their best. “We require less staff on our end to do the same amount of work, and when issues develop, we can respond immediately—with the help of the ConnectWise NOC for overnight issues—instead of waiting a week for a server or desktop to crash,” says Ledger. “Our old RMM solution made it hard to deliver what we promised to customers—even simple things were a challenge in terms of both time and labor,” says Joy. “With ConnectWise, we have a regular maintenance schedule in place, so we don’t have to worry about a lot of pending updates accumulating, and our customers have noticed the improved reliability in their environments.”

A broader service portfolio increases revenue-per-seat

More efficient day-to-day operations and less firefighting has given Network Coverage the freedom to diversify its service offerings into profitable areas like database services, web, and cloud. “We’ve been able to increase the size of our existing monthly recurring contracts and earn more per seat from new customers,” says Ledger. Joy sees the ConnectWise Fortify solution in particular as a game-changer: “A new security offering was going to be pretty expensive, adding as much as 50% to a customer’s rate. With ConnectWise, we can offer the same high value for only 10–20 percent more, making it much easier to sell. That’s accelerated our revenue growth tremendously.”

Expanding into security helps drive aggressive growth

“Security is our leading sales angle this year,” says Ledger. “With ConnectWise, we have a great story to tell in every meeting with new and existing customers, and we have proof that it works. By putting an entire SOC to work to keep them protected, we can keep them out of the headlines and prevent the days-long revenue losses that can result from a breach. When they see that, they know they have to have it.”

With ConnectWise’s help, Network Coverage is continuing to expand both the size of the organizations it serves and its area of operations “By going after larger customers, we’ve been able to sustain 25% annual growth over each of the four years. We’re a different business than when we came to ConnectWise,” says Ledger.

Looking ahead

With ConnectWise as a partner, Network Coverage has a solid foundation for success and growth. “We’ve got the tools to do the job we say we’ll do, avoid downtime and mistakes, and make our customers good sources of testimonials and referrals,” says Ledger. Both Ledger and Joy emphasize the value of ConnectWise resources such as IT Nation events and their dedicated Partner Success Manager. “ConnectWise has been a great partner,” says Ledger. “We’re lucky to have found them.”

Remote Monitoring & Management Software with Proactive Services

ConnectWise Command is a scalable remote monitoring and management (RMM) solution with built-in NOC services providing technology solution providers (TSPs) with the tools and services they need to exceed end-user expectations and grow their businesses. Intelligent alerting and ticketing, intuitive scripting and automation, and certified NOC technicians empower TSPs to provide proactive, high-value support across any device or environment, including servers, desktops, networks, and mobile devices.

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