"RPA and advanced scripting capabilities significantly improved operational efficiencies. Tasks that previously took half a day now take a maximum of one hour"
“The ability to scale and integrate with various vendors and solution providers seamlessly allowed us to offer a broader range of services and improve monetization."
A transformation is underway.
What once was a cluttered set of limiting point solutions is now a platform - loaded with promise and unlimited potential.
This is the story of UK-based MSP San-iT.
The movement at San-iT is being led by powerhouse, Hayley Carter, Head of Service & Operations.
“We are leveraging ConnectWise RMM to enhance our organization’s operational efficiency, drive automation and improve client satisfaction. We are all-in with ConnectWise to help us reach our goals.”
Challenges Faced Before ConnectWise RMM™
Before adopting ConnectWise RMM, San-iT used ConnectWise Automate until early 2023.
“We moved from ConnectWise Automate to ConnectWise RMM to address our key challenges. We needed a more integrated, cloud-based solution that could streamline operations, reduce manual effort, and enhance service delivery,” said Carter.
The transition introduced advanced automation, scripting capabilities, and seamless integration with other tools, significantly improving operational efficiency and client satisfaction.
"Our existing system [prior to ConnectWise RMM] required significant manual effort, especially in scripting and ticket management. The lack of automation drained our resources, causing tasks to take longer than necessary. Additionally, switching between multiple platforms for different tasks was time-consuming and inefficient."
Key Features and Benefits
- RPA and Scripting: The introduction of ConnectWise RPA (Robotic Process Automation) and advanced scripting capabilities significantly improved operational efficiencies. “Tasks that previously took half a day now take a maximum of one hour,” Carter said.
- Ticket Creation from Tray Icon: This feature allowed for quick ticket submissions, providing more granular information about device health and frequent ticket submitters. “This information is invaluable for our account managers to discuss with clients and scope new devices or hardware upgrades.”
- Granular View and Proactive Management: The ability to have a more detailed view of devices and applications enabled the team to be proactive in managing client infrastructures, leading to better service delivery and client satisfaction.
Key Improvements and Benefits of A Platform Approach
Carter emphasized the importance of a “single-pane-of-glass platform, which has been a cornerstone of San-iT’s strategy since adopting ConnectWise products.” This approach has significantly reduced the touchpoints required to support staff and clients, making processes more efficient and manageable.
The transition to ConnectWise RMM brought about several notable improvements for San-iT. As Carter explains, the impacts were felt organization-wide.
- Operational Efficiency: The automation and scripting capabilities reduced the time required for various tasks, freeing up resources for more critical activities. For example, scripting tasks that used to take half a day now take only an hour. "RPA and advanced scripting capabilities significantly improved operational efficiencies. Tasks that previously took half a day now take a maximum of one hour," said Carter.
- Improved Ticket Management: The tray icon ticket submission feature reduced the need for phone calls, allowing the help desk to focus on triaging and prioritizing tickets more effectively. This led to quicker resolution of major incidents and improved client satisfaction.
- Enhanced Client Service: The detailed information provided by ConnectWise RMM enabled the team to offer more proactive and personalized service to clients. Clients felt prioritized and received better support, enhancing overall satisfaction.
- Seamless Integration: The integration with other tools and the single-pane-of-glass view streamlined operations, reducing the need to switch between multiple platforms. This saved time and improved efficiency. "The single-pane-of-glass approach in Asio has significantly reduced the touchpoints required to support staff and clients. The seamless integration with tools like Microsoft Intune, Axcient 360 Cloud, Axcient 360 Recover, and SentinelOne also enhances our ability to manage backups, security, and vulnerability assessments efficiently.”
- Scalability and Flexibility: The ability to scale and integrate various vendors and solution providers seamlessly allowed the company to offer a broader range of services and improve monetization. “The ability to scale and integrate with various vendors and solution providers seamlessly allowed us to offer a broader range of services and improve monetization."
Carter also highlighted the role of ConnectWise's success managers and the IT Nation community in keeping the team informed about new releases, training materials, and roadmaps.
"The detailed information provided by ConnectWise RMM enabled us to offer more proactive and personalized service to clients. We know what’s ahead and we know there is a dedicated focus to innovate and iterate."
This continuous support has been crucial in ensuring that the company stays ahead of industry trends and leverages the full potential of ConnectWise products.