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Challenge

To keep both its customers and its business healthy, Pensar needed an RMM partner who could provide round-the-clock support while facilitating marketing and business development.

Solution

Pensar relies on ConnectWise to provide 24/7 support with rapid escalation to keep customers running at their best.

Results

Pensar can now ensure high-quality support for customers while focusing more resources on the business side of its operations.

Quality – Marketing support and networking helps drive growth

Revenue – Pensar staff can now focus on business development and client relationships

Business – Pensar can ensure consistent, scalable, support even when demand spikes

London-based IT solution provider Pensar helps businesses make the most of their IT investments by offering a number of managed technology solutions and services. The company’s goal is to take care of its customers’ technology so they can focus on their business. “Our existing RMM tool wasn’t quite working for us, and we realized that we needed more,” says Mark Williams, CEO at Pensar. “We needed a company that could provide live support 24/7.”

Pensar first discovered ConnectWise through their membership with IT Nation® Evolve, peer groups by ConnectWise, an international community of experienced managed service providers focused on business and personal growth, execution, and accountability. IT Nation Evolve provides peer groups, coaching and consulting and has over 400 member companies throughout North America, Europe, and Australia/New Zealand.

“We’re great believers in outsourcing,” says Williams. “We provide an outsourced service to our clients, and we’ll also outsource wherever we can. Good talent these days is very scarce, but we still need to fulfill client requirements; outsourcing to ConnectWise helps us do that.”

Pensar now provides monitoring and management through ConnectWise Command™, formerly a Continuum solution, a highly intelligent remote monitoring and management platform featuring proprietary IntelliMon® alerting technology, which allows MSPs to easily monitor, troubleshoot, and maintain desktops, servers, and other endpoints. Using ConnectWise Assist™, formerly a Continuum solution, the highest level of RMM support offered by ConnectWise, technicians at Pensar are able to fully utilize ConnectWise’s Network Operations Center (NOC) and dedicated support teams. “Using ConnectWise Command Servers, we’re able to offload a lot of day-to-day tasks, and there’s often specialized knowledge that we need to leverage—the ConnectWise team really knows their stuff,” says Williams.

Through their partnership with ConnectWise, Pensar can leverage a complete team of experts for technical, business, and marketing support. “Sometimes there are particular aspects of technology that we need help with, and it’s great to have a partner like ConnectWise that we can liaise with to work together and provide a client with a joint solution,” says Williams.

“It’s comforting to me as the owner of an MSP to know that ConnectWise can provide a service that will help us cope with the peaks and troughs of demand.”

- Mark Williams, CEO, Pensar

Fast, scalable, and intelligent support keeps Pensar customers running at their best

With more than 650 ConnectWise NOC technicians extending Pensar’s workforce, Williams knows he doesn’t have to worry about issues with scalability or responding to spikes in service requests. “It’s comforting to me as the owner of an MSP to know that ConnectWise can provide a service that will help us cope with the peaks and troughs of demand,” he says.

Williams also appreciates the fact that the ConnectWise platform is fully integrated and provides valuable and actionable insights the team at Pensar can leverage when working with their customers. “My techs can go onto the portal and see pretty much everything across the board that is going on with our clients, the monitoring, status reports and so forth— and it’s great not to have to switch between different systems.”

Marketing support helps grow revenues

Since 2015, ConnectWise has facilitated two partner-exclusive peer groups in conjunction with IT Nation Evolve, one geared toward business owners and the other for NOC managers. Each group meets 12 times throughout the year. “One of the things that attracted us to ConnectWise in the first place was that it really seemed to be more of a partnership rather than a supplier relationship,” says Williams. “ConnectWise has been very good in helping us and other members of our peer group to develop our own businesses. It’s been absolutely invaluable to work with people at ConnectWise who really are MSP marketing experts. I’ve done MSP Radio shows, I’ve done videos, all of which have been really useful to help us develop our business. And I know that I can call upon anyone at ConnectWise at pretty much any time and get some really sound marketing advice, which is fantastic.”

Outsourcing enables a greater focus on business development and account management

With technical teams at ConnectWise’s NOC monitoring client systems around the clock and providing monitoring, problem resolution, and expertise across a number of different technology platforms and services, Pensar’s staff is able to focus on business development, account management, and strengthening client relationships. “Our technicians are building client relationships as much as they’re doing actual technical work,” says Williams. “When we hire people, we employ them on the basis of their interpersonal skills as much as, if not more than, their technology skills.”

Looking ahead

Because ConnectWise is a 100% channel-exclusive provider, Williams has nothing but confidence about the partnership and ConnectWise’s commitment to partner success. “It’s the value that can be brought to an MSP’s business,” he says. “We see real value in our relationship with ConnectWise. They recognize that if their partners are successful, they’ll be successful.”

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.

Partner Support