After some lengthy research, Denning came across ConnectWise Manage. He was immediately impressed that the product could track the entire lifecycle of a ticket—from creating clear lines of communication and establishing a workflow to tracking time and delivering accurate invoices. Denning needed a product that could enhance visibility—and with ConnectWise, he hoped to find a permanent solution.
“The decision to go with ConnectWise was actually pretty easy. The differentiator was the whole ticket life cycle. I was sold on that idea,” says Denning.
In the first year of using ConnectWise, Support Tree made a remarkable discovery. Denning had long worried that the company was losing money. “I had estimated we were dropping 20-30 per cent of profits,” says Denning. But it turned out they were losing a lot more than that. With ConnectWise Manage in place, Support Tree’s employees began logging and billing time correctly—and after the first year, the company saw a surprising rise in profits and topline revenue. “Since we signed up with ConnectWise, on year one, we doubled revenue,” says Denning.
Suddenly, Support Tree gained answers to the financial questions they’d been plagued with for years. ConnectWise Manage helped organise their tickets, provide insight into profitability, and deliver data on how often specific clients asked for help. “We could actually learn what was happening in the business,” says Denning.
Support Tree was so impressed by the results of using ConnectWise Manage that they opted to invest in another ConnectWise product: ConnectWise Control. With this product, Support Tree engineers can easily connect to clients’ computers and solve tech issues. This helped them expand their reach and offer IT solutions in record time. “Our engineers tell me it’s very easy to roll out and jump onto machines—it just works. It’s very quick and seamless, which is basically what you need from a remote control software,” says Denning.