“ConnectWise greatly enhanced partner satisfaction by integrating NTRglobal’s chat technology as a key component of our customer support. Satisfaction ratings jumped from 72% to 93% within months after implementing NTRglobal’s live chat solution.”

Mark Sokol
Product Marketing Manager
ConnectWise

ConnectWise historically relied on email support to manage tickets, which often led to time-consuming phone calls. As the company grew, it was clear that it needed a better system to handle the growing number of service requests.

The Company

Established in 1982, ConnectWise delivers powerful IT services and management solutions to small and mid-sized companies. Based in Tampa, Florida, ConnectWise provides a full suite of offerings including IT services, application development and consulting, and managed services for companies that want to outsource their IT function.

As ConnectWise grew, it experienced an exponential growth in business complexity. To address this situation, the company developed ConnectWise Professional Services Automation (PSA) to streamline and automate their work while ensuring customer satisfaction levels. ConnectWise is currently recognized as one of the leading providers of Professional Services Automation (PSA) solutions aimed at helping IT service firms deliver their field and managed services more cost-effectively.

The Challenge

The company had been growing at a rapid pace, adding hundreds of new partners – managed service providers (MSPs) and other IT service companies – a month. Like many companies, ConnectWise historically relied on email support to handle tickets when questions arose from its partners, which often generated costly and time-consuming phone calls. This traditional approach worked when ConnectWise partners could wait for an answer and the volume of service requests was at a modest level. However, as the company grew, it needed a better system and workflow to handle the growing number of service requests.

In 2010, ConnectWise was handling approximately 5,500 service tickets per month, managed by 30 support technicians who were only able to close 28% of the tickets within 24 hours. As a result, the company’s average rating on satisfaction surveys was a modest 72%. It was clear that relying primarily on email support was no longer a viable approach.

The Solution

To keep pace with its tremendous growth worldwide, ConnectWise turned to NTRglobal to streamline and strengthen its own support capabilities. NTRglobal’s chat technology offered the functionality the company required and seamless integration within the ConnectWise ticket management system. The NTRglobal solution was also attractive because ConnectWise and its partners could privatelabel the chat capabilities and incorporate them into their own service portfolios.

The Outcome

Today, ConnectWise handles over 8,000 service tickets per month with 40 support technicians. As Mark Sokol, senior marketing manager, explained, “Besides increasing partner satisfaction, we were also able to improve operator productivity by more than 50%. Our support technicians can now service multiple clients at once and quickly resolve a significant portion of Tier 1 issues.” As a result of integrating NTRglobal’s chat capabilities into its support operations, ConnectWise is now closing 75% of its service tickets within 24 hours and its satisfaction ratings have jumped to 93%.

This dramatic success has driven ConnectWise to aggressively promote its chat and remote control capabilities as both an internal support tool and an additional part of its expanding suite of solutions delivered via its MSP and other IT service partners. Approximately 100 ConnectWise partners are using ConnectWise Chat & Remote Control to support their end customers and the company expects to have many more leveraging these chat capabilities in the coming years.

These capabilities will also be pivotal to ConnectWise’s rapid international growth. The company expects ConnectWise Chat & Remote Control to be at the heart of its newly expanding 24/7 support capabilities specifically geared toward handling the growing demands of its international partners.