Efficiency Gains and Streamlined Ticket Triage with an automation companion: ConnectWise Sidekick™

Venéco

Headquartered in Wateringen, Zuid-Holland, Venéco serves as a trusted partner for businesses, delivering expert ICT (Information and Communication Technologies) services with a focus on efficiency, security, and adaptability. They create efficient and reliable systems for their clients, support clients in adopting new technologies and offer tailored adoption programs and training. With more than 30 years of experience. Venéco offers a wide range of technological tools and resources used to transmit, store, create, share, or exchange information.

Challenge

To gain efficiency, automate manual tasks, reduce errors and position itself for expansion through acquisition, Venéco sought the tools, platform and resources of a Partner that would power their future.

Solution

Venéco partnered with ConnectWise to leverage ConnectWise Sidekick™, ConnectWise PSA™ , ConnectWise CPQ™, RPA workflows, and ConnectWise BrightGauge™ with the backing of the Asio™ platform to achieve better business outcomes.

Results

ConnectWise Sidekick™ helped Venéco to categorize tickets to alleviate manual tasks. The ticket triage process reduced technician time from eight (8) hours to two (2) hours. In addition, Sidekick™ is processing a volume of daily tickets (around 1000-2000) efficiently, which results in major gains in efficiency and productivity.

“Sidekick’s ability to categorize tickets is immensely valuable.” Roest mentions, “we are using it primarily for triage and it’s working well to help alleviate manual tasks. What once took eight (8) hours [batching] a day, now only takes two hours. It has resulted in massive gains and efficiencies. They can do the same task now in two (2) hours.”

“The AI bot helps route tickets left or right based on predefined rules. Sidekick has shown tremendous promise in automating ticket categorization for us. Today, we are using Sidekick to process a volume of daily tickets (around 1000-2000) efficiently.”

How they did it

Leveraging an all-in-one platform

“We’ve been a ConnectWise partner for three years and just re-signed for three more. We chose ConnectWise because it had everything – an all-in-one platform [Asio™] to manage sales orders, projects, financing and service tickets.”

Jan Roest, Application Manager and Patrick Vijverberg, Service Desk Coordinator are leading the effort inside to drive efficiencies for the organization. They are leveraging a suite of ConnectWise Business Management Solutions (BMS) and building on Asio™ to power its technology stack - and future.

“We utilize PSA™, CPQ™, BrightGauge™ and are preparing for expansive growth by building up integrated solutions, utilizing RPA workflows and leaning into the Asio™ platform for hyperautomation tools.”

One such solution has turned out to be a game-changer: ConnectWise Sidekick™.

Doubling down on AI

Roest heard about the launch at IT Nation Connect and again at IT Nation London. “We heard about in the keynotes, watched the livestreams and watched the demos. Right away, we were very interested in the solution, an automation companion, that could help us process a high-volume of triage tickets,” said Roest.

In only a few months since the deployment, ConnectWise Sidekick™ is making some inroads with impact that can be felt throughout the organization.

Automation doesn’t equate to talent elimination

Roest was quick to point out that their team members are using innovation and tools as a digital assistant and an open door to more professional opportunities.

“The workflows really did really help us out with pushing tickets from the coming into a service desk or a finance or a still support email address to the right team.”

In response to automation tasks replacing manual tasks, Venéco have moved team members into new, more sophisticated roles; and put an emphasis on customer service excellence.

“We recognize that Sidekick™ won’t solve all our tickets automatically. We will always need human intervention to review, adjust and deliver personal service to our customers.”

Looking ahead

Given its aggressive growth trajectory [growth through acquisition], Venéco will require more automation with the same amount of people. Roest says he envisions a future where innovation and logic within Sidekick™ will continue to mature and that help sharpen the routing rules process.

“We actively collaborate with Sidekick’s development team. They provide feedback directly, and the team responds promptly with solutions or improvements. We appreciate the ongoing collaboration with the ConnectWise development team.”

The Venéco team is focused on enhancing the accuracy of type, subtype, and item categorization using Sidekick. As Sidekick™ continues to evolve and expand its capabilities, the team’s goals will naturally become more ambitious.

“We are achieving 80% accuracy and, as they are customizing their categorization by type, subtype and item, they aim to achieve 95%-96% accuracy as a baseline to enhance reliability for users.”