Boosting Efficiency with ConnectWise Business Solutions

Workplace Management IT

South Dakota-based, Workplace IT, provides comprehensive IT solutions to businesses, ensuring their technology infrastructure is robust, secure, and efficient. They serve a diverse range of clients, including healthcare providers, retail businesses, chiropractic clinics, RV dealerships, professional services, non-profits, and construction companies.

Challenge

In the face of business growth and the pace of technology, Workplace IT needed to ensure that their technicians had all the necessary information----and a streamlined solution at their fingertips.

Solution

By leveraging ConnectWise PSA, RPA, and Sidekick, Workplace IT was able to simplify processes create a unified view of business operations, enhance efficiency and automate repetitive tasks to free up their highly skilled technicians' time for more critical and complex issues. In addition, after integrating BrightGauge, Workplace IT was able to centralize their data, with create custom dashboards and implement real-time performance monitoring.

Results

The implementation of ConnectWise PSA and BrightGauge led to increased efficiency, improved decision-making, and enhanced client reporting for Workplace IT. They were able to consolidate all their data into a single report, have visibility to recognize at-risk clients and identify potential opportunities for client growth.

“We were able to consolidate all their data into a single report, reducing the time spent on manual data gathering and allowing their team to focus on more strategic tasks. For us, it is an invaluable tool.”

"Whenever we look to add a new product or solution, the first question we ask ourselves is what is the integration to ConnectWise?"

Workplace IT, a managed services provider (MSP) based in South Dakota, faced rapid growth and needed assistance to maintain its competitive position in the market.

As a long-time Partner of ConnectWise and a heavy user of its business management solutions since early 2012, Workplace IT leverages PSA, Automate, and other tools to streamline operations.

“Almost two decades ago, we sought a reliable Partner and a set of comprehensive business management solutions. We found both with ConnectWise,” said Brad Bell, Lead Network Services Delivery Engineer at Workplace IT.

Getting Started with ConnectWise PSA

ConnectWise products played a pivotal role in addressing Workplace IT’s challenges and streamlining their operations. The workflow engine within their Professional Services Automation (PSA) provided a foundation for process automation, allowing them to create efficient workflows and eliminate manual triage.

ConnectWise PSA is a comprehensive Professional Services Automation tool designed to streamline business operations for IT service providers. It offers a unified platform for managing projects, tickets, billing, and customer relationships, enhancing efficiency and productivity.

“We started with ConnectWise PSA to help our technicians streamline and access all necessary information without toggling between tabs. The workflow engine in ConnectWise PSA provided a foundation for process automation, allowing us to create efficient workflows and eliminate manual triage."

By integrating various business processes into a single system, “ConnectWise PSA helped us improve our service delivery, optimize resources, and make informed decisions based on real-time data,” said Bell.

Implementing BrightGauge for Enhanced Data Visualization

ConnectWise provided Workplace IT a foundational advantage: a package of diverse business solutions that seamlessly integrate and infinitely scale.

Tools like BrightGauge, played an essential role in this transformation, providing the insights and support needed to successfully navigate the complexities of Workplace IT’s business operations.

Workplace IT faced significant challenges in managing and visualizing their data. “We struggled with data silos, inefficient reporting processes, and a lack of real-time insights, which hindered our ability to make informed decisions and optimize our operations.”

The implementation of BrightGauge led to increased efficiency, improved decision-making, and enhanced client reporting for Workplace IT. “We were able to consolidate all their data into a single report, reducing the time spent on manual data gathering and allowing their team to focus on more strategic tasks. For us, it is an invaluable tool.”

Leveraging ConnectWise Asio for Scalability and Seamless Integrations

Leveraging ConnectWise Asio™ a platform purpose-built for MSPs, allows Workplace IT to seamlessly add integrated solutions, minimizing disruptions and maximizing efficiency.

“We’re approached by vendors all the time with attractive promotions or slick demos. However, switching vendors can be costly and impact our productivity. A simple cost-benefit analysis, evaluating the total cost of ownership, including switching costs and potential productivity impacts, makes it clear—it wouldn’t make sense to switch,” Bell explained.

Workplace IT critically evaluates technology investments to ensure they drive long-term success and operational excellence. Bell adds that it’s crucial to choose a partner---not just a point solution---committed to continuous growth, learning, and advancement. "Whenever we look to add a new product or solution, the first question we ask ourselves is what is the integration to ConnectWise?"