“ConnectWise is delivering next-generation solutions that we trust. Their dedication to working closely with us and all partners has been a key factor in our ability to leverage RPA effectively."
"With the hyperautomation of digital worker, we can take a ticket… and within a few minutes, the creation of that user is completed. This process is saving us 12 to 15 minutes (18+ hours per month) creating new user accounts.”
In recent years, the technology landscape has evolved rapidly. Everyone is searching for the magic bullet to achieve greater speed and skill. This quest has led to the rise of hyperautomation.
Workplace IT, a Managed Service Provider (MSP) based in South Dakota, has kept pace with these advancements. And---ConnectWise has been there every step of the way, supporting Workplace IT on their journey since 2012.
Transforming Operations with ConnectWise RPA
Brad Bell, Lead Network Services Delivery Engineer at Workplace IT, shared that “hyperautomation is transforming the way we operate by automating complex processes and enabling efficiency at scale.”
Hyperautomation holds immense potential for businesses, particularly Managed Service Providers (MSPs), to scale operations without proportionately increasing headcount. It enables companies to enhance their service delivery while maintaining profitability.
"Hyperautomation allows you to consistently do the same thing the same way all the time. This reduces error, ensures consistency and quality; and frees up our highly skilled technicians to focus on more meaningful initiatives."
Hyperautomation, including ConnectWise RPA (Robotic Process Automation) and AI, have become a critical part of their strategy to automate processes that were once entirely manual. “The integration of these technologies allows us to streamline operations, resulting in improved productivity and profitability.”
Working closely with the ConnectWise development group has been fundamental in Workplace IT Management's success. ConnectWise's commitment to partner success and their willingness to listen to constructive feedback have fostered a collaborative environment.
“ConnectWise is delivering next-generation solutions that we trust. Their dedication to working closely with us and all partners has been a key factor in our ability to leverage RPA effectively," said Bell.
Starting Small and Enhancing Onboarding Efficiency
Many businesses start their automation journey building out workflows, but Bell recommends starting technicians off with RPA bots in the PSA ticket screen. These bots allow techs to get into the habit of automating repetitive tasks in a familiar screen.
Team members focused on process improvements can monitor which techs are making the best use of them, which bots are used most often, and get tech buy in on future automation by interviewing them about their needs and what they see as the next opportunity.
“Tech buy-in is essential as they're the front lines of support to your customers. Their reputation is on the line, and they need to build trust with automation like RPA before these hyperautomation solutions can really take off in your business and free up these techs for more rewarding and strategic roles.”
Workplace IT realized the importance of training and having champions within the organization to drive RPA adoption. The frontline staff, who often handle repetitive tasks, were identified as key users of RPA.
"One of the biggest challenges is the burnout caused by doing these repetitive tasks that have no value. Password changes, onboarding new users in Office 365---these are the tasks that technicians get bored with."
Starting small with automation efforts enables organizations to build trust in the technology and gradually expand its use across various departments.
Time Savings in End User Onboarding
Implementing hyperautomation to improve the process of onboarding end users into Microsoft Office 365 was a key priority for Workplace IT. Bell noted, "with the hyperautomation of digital worker, we can take a ticket… and within a few minutes, the creation of that user is completed. This process is saving us 12 to 15 minutes (18+ hours per month) creating new user accounts.”
Automation ensures a seamless onboarding experience for new employees, as their accounts are set up quickly, allowing them to start contributing to the organization almost immediately.
Beginning with RPA bots provides a manageable approach to incorporating automation into their operations. "Start slow, find an opportunity that's a repeatable task and try to just build that out. Then, develop some success stories and engage your frontline staff to suggest more automation opportunities.” Bell advised.
Future Possibilities
Workplace IT Management's journey with ConnectWise products and RPA is an ongoing one. Since Bell started working with the RPA product development team, they have released several out of the box workflows to help partners get started. “We are constantly exploring more advanced custom workflow capabilities of RPA,” Bell said. “ConnectWise's commitment to partner success and their continuous innovation in product development make them an ideal partner for our organization.”
With ConnectWise support, Bell is confident in their ability to navigate the ever-changing landscape of managed services and deliver exceptional experiences to their customers.
