"We've reduced time to respond and time to resolution significantly. I'd say we've reduced our time to resolve by two hours"
“We’ve created more than 50 templates in CPQ, which allows us to quickly generate quotes and contracts tailored to different service offerings. This customization capability helps us respond faster to our clients and maintain consistency in their documentation.”
What started as a progressive startup in 2017, has transformed into a powerhouse MSP that serves clients worldwide. Backed by a talented team of technology experts and ConnectWise solutions, SkyTerra is thriving in a competitive landscape.
Controller, Valerie Rogers, who joined SkyTerra in 2019, highlighted the company's extensive use of ConnectWise products.
Even as a startup, SkyTerra’s understood the value of investing in “a robust solution---one that could grow with us and help us scale our business quickly and support the evolving demands of our clients,” said Rogers.
SkyTerra launched with ConnectWise Automate™ and ConnectWise PSA™ from the very beginning knowing that “we had a Partner that could power our journey,” said Rogers.
Overcoming Operational Challenges with ConnectWise
ConnectWise PSA™ provides SkyTerra with the tools and integrations needed to streamline their operations, improve efficiency, and support their operations. Before implementing ConnectWise solutions, SkyTerra faced several challenges, including reliance on manual processes using Word documents and spreadsheets, which were prone to errors and inefficiencies.
“We didn’t have a unified system, which led to multiple data entries across platforms and increased risk of human error. We also had limited visibility into operations, making it difficult to track key metrics and identify improvement opportunities,” Rogers explained.
Navigating The Unknown: The Pandemic
SkyTerra has always operated in a hybrid work environment, with an office space dedicated to collaboration. So, when COVID-19 upended our lives in 2020, SkyTerra was ready, and ConnectWise played a pivotal role in maintaining business continuity.
“We were already supporting clients remotely, and ConnectWise's solutions like ScreenConnect helped us maintain and enhance our remote support capabilities. We adapted quickly and seamlessly provided services to our clients despite the challenges posed by the pandemic,” Rogers said.
Business Management Solutions: Optimization and Utilization
Today, SkyTerra utilizes a wide range of ConnectWise Business Management tools, each serving a specific and serving all departments within the organization. ConnectWise BrightGauge, SmileBack and CPQ are seamlessly integrated and are making business impact across the organization.
The integration between ConnectWise CPQ (Configure, Price, Quote) and ConnectWise PSA allows SkyTerra to enter product information only once, reducing human error and saving time. This integration streamlines the process from sales to project setup and billing.
BrightGauge Benefits
SkyTerra uses BrightGauge extensively across all departments for real-time data visualization and management. "We love BrightGauge! It’s helps up tie up our data into something quantifiable and actionable. Every department uses it----and in different ways.”
- Ticket Dashboards: BrightGauge is running ticket dashboards for service technicians, alerting boards for their SOC (Security Operations Center), and sales funnel tracking for their sales team. “Everything starts with a ticket in organization. This visibility helps us identify opportunities and improve performance.”
- Enhanced Visibility: BrightGauge has significantly enhanced SkyTerra Tech's business operations by providing real-time visibility into various aspects of their services. "We've reduced time to respond and time to resolution significantly. I'd say we've reduced our time to resolve by two hours," Rogers shared.
- Billable vs. Non-Billable Hours: Using BrightGauge, SkyTerra's leadership can monitor billable versus non-billable hours, providing valuable insights for resource management and financial oversight.
ConnectWise CPQ Implementation
SkyTerra Tech implemented ConnectWise CPQ (formerly known as Sell) in 2020, spearheaded by Rogers. “The goal was to move away from creating quotes in Word documents,” which often led to errors and inefficiencies. The implementation was successful, with ConnectWise “providing excellent onboarding and training on using dynamic tags. ConnectWise's onboarding and training were excellent, setting us up for success with CPQ."
The seamless integration between CPQ and PSA ensures that products are entered only once, reducing human error and saving time.
Infinitely Customizable
One notable success was the customization of ConnectWise CPQ to address a specific challenge related to digital signatures. ConnectWise listened to their needs and developed a tailored solution, demonstrating their commitment to customer satisfaction.
“We’ve created more than 50 templates in CPQ, which allows us to quickly generate quotes and contracts tailored to different service offerings. This customization capability helps us respond faster to our clients and maintain consistency in their documentation.”
Empowering Business Continuity and Growth with ConnectWise Solutions
By leveraging ConnectWise products, SkyTerra has positioned itself as a reliable and innovative MSP, capable of meeting the evolving needs of their clients. The partnership continues to drive their success, ensuring they remain at the forefront of the industry.
"ConnectWise listens to me and have gone the extra mile to develop solutions to solve for my issues. Our partnership with ConnectWise has been instrumental in our growth and success."
