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Challenge

To maintain high standards while driving growth, SNS needed a way to ensure consistent quality and value without depending on highly paid engineers.

Solution

With ConnectWise, SNS can standardize and automate service delivery while responding in real-time to customer needs and incidents.

Results

SNS’s partnership with ConnectWise has greatly expanded the company’s capabilities and market reach while eliminating the need for highly paid engineers and 80-hour weeks.

Quality – SNS has improved quality and enabled real-time response to customer incidents

Revenue – A broader portfolio of automated solutions helps SNS upsell existing customers and win new business

Business – SNS offers enterprise-class solutions for businesses of all sizes—including its first Fortune 500 customer

Robert S. Gelsinger founded Secure Network Services, Inc. in 2003 as a sideline to his day job with IBM to gain greater financial flexibility for his growing family. Soon SNS was growing rapidly as well. By 2009, the company had become a full-time, full-fledged managed services provider— and faced new challenges around service delivery and scalability. “We had a huge reliance on the skills of our internal staff and followed a very manual regimen of maintenance for our clients,” recalls Gelsinger. Not every employee is the same, and because they relied so heavily on people instead of sound, repeatable processes, employees were unable to maintain the high standards previously set in place by Gelsinger, leading to over $150,000 in lost revenue over an 18-month period. Gelsinger knew there had to be a better way.

“I needed a partner who could make it possible for anyone I employ to deliver consistent service and meet high expectations without needing a high level of skill,” says Gelsinger. ConnectWise offered the end-to-end services SNS needed, backed by a Network Operations Center (NOC) with round-the-clock coverage. By automating hundreds of hours of time-consuming work each month, ConnectWise improved reliability while freeing SNS staff for higher-value work. “We wanted a comprehensive solution that made us appear to be much larger than we are, and ConnectWise gave us that. Once we made the decision, we were up and running in a day and a half.”

SNS now uses ConnectWise Command™, formerly a Continuum solution, to monitor, manage, and support customer servers and endpoints around the clock. The ConnectWise Assist™, formerly a Continuum solution, Help Desk minimizes wait time to resolution while standardizing and documenting the support services provided. ConnectWise Fortify™, formerly a Continuum solution, services provide real-time visibility, detection, and response across customer devices and networks, complemented by dark web scanning to help customers understand the threats they face. ConnectWise Recover™, formerly a Continuum solution, keeps customers up and running even when incidents arise. “We can spin up backup images in real time, often before the client is even aware of the problem,” says Gelsinger.

ConnectWise Assist Dedicated Tech completes SNS’s ConnectWise solution. “Having a dedicated tech gives you a Level 2 or Level 3 resource that can focus on specific work with laser focus, and also gives us a point person within the NOC when handling issues escalated to them for our clients,” explains Gelsinger. “It’s also far more economical than a full-time, US-based employee, and has great tax implications. Hiring a dedicated tech is one of the single best decisions I have made since starting SNS over 15 years ago.”

“With every dollar we have spent with ConnectWise, we have been able to build a bigger, better solution to serve clients that just five years ago we could not have considered. Even though we’re a small company, we can provide services that rival enterprise corporations, and do it for a fraction of the price those companies charge.”

- Robert S. Gelsinger, Founder, Secure Network Services, Inc.

Automation and escalation ensure consistently high-quality service

“We’re way above even my own high standards at this point,” says Gelsinger. “Even when we were doing the best job we could, we weren’t doing nearly what we are now.” SNS has automated its solutions to the point that every client, no matter how big or how small, receives the same level of service, including real-time incident detection and escalation to the NOC as needed. “We’ve got one client with more than 30 servers— ordinarily that would occupy a full-time staff position in itself, but with ConnectWise, my small team can handle that along with 50 other clients of 5–100 servers. And that includes security, real-time BDR, and help desk—all features we didn’t have before ConnectWise.

A comprehensive solution set helps improve revenue and profitability

When its ConnectWise partnership began, SNS focused on selling remote monitoring and management for servers and endpoints. Over the past few years, the company has added ConnectWise services for backup and disaster recovery, integrated network monitoring with ConnectWise Command Networks, security, ConnectWise Assist Help Desk, DNS Filtering, dark web scanning, and more. “Each new ConnectWise service gives us an opportunity to upsell our existing customers, as well as replacing one more manual solution with an automated solution. This makes us more profitable because the more stable our customers are, the less we have to do, and the more we can focus on building the business and seeking new clients,” says Gelsinger.

Enterprise-class services open new business opportunities

“With every dollar we have spent with ConnectWise, we have been able to build a bigger, better solution to serve clients that just five years ago we could not have considered. Even though we’re a small company, we can provide services that rival enterprise corporations, and do it for a fraction of the price those companies charge,” says Gelsinger. “In 2016, we actually picked up our first Fortune 500 customer.” The SNS team, currently six members and poised for further growth, has shifted from day-to-day service to engaging customers about their IT wish lists and identifying new opportunities for sales and growth. Gelsinger’s current plans include growing to 10–15 employees, opening a physical headquarters, and shifting more of his responsibilities to a new generation of company leadership.

Moving forward

“My requirements have been met and exceeded several times over,” says Gelsinger. “I continue to explore new ways that we can leverage ConnectWise to grow SNS and improve the relationships with our existing customers while bringing on newer, bigger customers.” In the meantime, ConnectWise has helped him enjoy a better work-life balance. “When I started SNS years ago, I worked 80–100 hour weeks for years. As a husband and father of four children, that meant missing out on a lot of special occasions. With ConnectWise, I can now focus more on the things that are important to me.”

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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