Best-in-class services ensure excellence
“We promise our clients we use best-in-class tools to deliver best-in-class services. When a client makes a request, they know they don’t have to worry about it after they put the phone down. When something goes wrong, we’ll fix it quickly and act transparently to meet their expectations of excellence. ConnectWise helps us fulfill that promise—in fact, it’s the same promise ConnectWise makes to us,” says Ratcliff. “And with ConnectWise on the job, we can go beyond the basics to focus on the things that matter most to our customers.”
Fixed costs enable predictable revenue growth
“With ConnectWise’s fixed costs and pay-as-you-grow model, we can take on a client and know exactly what the cost will be. If their network isn’t in great shape, we’ll be able to deal with it via the ConnectWise NOC. That helps us predict and manage the gross margin for each client—a key capability for an MSP,” says Ratcliff. This predictability has given Ratcliff IT a firm foundation to expand its offerings. “Anything ConnectWise does is on a fixed margin for us. We know what we’ll get, what it’ll cost, and how it’ll be delivered, whether cloud or security or anything else. Selling a new service without that knowledge would be a much riskier proposition.”
A strong brand unlocks business expansion
The ability to deliver consistent excellence for their customers—even in new areas—helps Ratcliff IT stand out from the competition. “Our relationship with ConnectWise helps us reinforce our brand and stay ahead of the curve on new customer needs,” says Ratcliff. “For example, we’ve been in competitive situations where people have agreed to talk to us because we’re now seen as security specialists— a step up in terms of business services compared with being just another IT company. Our peers haven’t been able to do this as effectively, or at all. Investing in all the training, knowledge, and products to build a security specialism from the ground up would be a major struggle, but the ConnectWise SOC gives us that capability.”
Driving forward with ConnectWise
Ratcliff IT takes an intentional and rational approach to business growth, making sure that they have the resources to back up service offerings—an approach that fits well with the firm’s ConnectWise partnership. “You can’t stand still in business. We intend to drive forward, and I can’t imagine another partner being as important as ConnectWise on that journey. For things we can’t yet imagine, ConnectWise will have covered by the time we get there. When the next thing presents itself, we’ll have them to talk to,” says Ratcliff. In addition to forming new and deeper relationships around security, Ratcliff IT is currently helping small businesses leverage the cloud in the right way for their needs through a hybrid cloud strategy. “Using ConnectWise will always be important for us in taking care of small businesses, which are most businesses out there.”
Across all of their offerings and customer relationships, ConnectWise helps Ratcliff IT build trust and deliver higher value. “I switched from being an in-the-trenches technologist to building people, teams, and a bigger business than I could have achieved on my own. It’s a different journey than before. I knew there was a better way of doing things,” says Ratcliff.
Cybersecurity Threat Detection & Response
ConnectWise Fortify takes cybersecurity threat detection and response to new heights. With powerful assessments, protection, detection, and response capabilities, technology solution providers (TSPs) are able to stay ahead of the latest threats and provide the security services their clients expect. Expert SOC services are available 24/7/365 to bridge the security skills gap and provide rapid threat response to TSP’s managed environments, allowing for scalable security services and around-the-clock protection.