SAGE Computer Associates Decreases Ticket Response Times via Continuum-ConnectWise API Integration
Customer Company Size
SME
Region
- America
Country
- United States
Product
- Continuum RMM
- ConnectWise PSA
- Continuum-ConnectWise API Integration
Tech Stack
- API Integration
- Remote Monitoring & Management (RMM)
- Professional Services Automation (PSA)
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
- Digital Expertise
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Platform as a Service (PaaS) - Connectivity Platforms
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Professional Service
- Healthcare & Hospitals
Applicable Functions
- Business Operation
- Field Services
- Quality Assurance
Use Cases
- Remote Asset Management
- Predictive Maintenance
Services
- System Integration
- Software Design & Engineering Services
- Training
About The Customer
SAGE Computer Associates, an MSP based in Albany, NY, serves a diverse mix of SMB clients across various verticals, including manufacturing, accounting, and healthcare. Established in 1983, SAGE has grown significantly over the years. However, this growth brought challenges in managing the daily flow of tickets, which became overwhelming for the dispatcher and techs. The company needed a more efficient way to handle and prioritize these tickets to maintain high levels of customer service and operational efficiency.
The Challenge
SAGE Computer Associates faced a significant challenge in managing the increasing volume of tickets from their diverse SMB clients. The inability to prioritize tickets by severity level led to inefficiencies and headaches for the MSP’s dispatcher and techs. The existing systems showed no signs of improvement, and the growing company needed a solution to streamline ticket management and improve response times.
The Solution
The solution came in the form of an API integration between Continuum RMM and ConnectWise PSA. This integration allowed SAGE to automate and streamline their ticketing system, enabling them to receive and push tickets through the NOC quickly. The tickets were classified by severity, allowing the team to apply workflows and SLAs without major glitches. This integration not only improved ticket management but also allowed SAGE to create alerts based on priority, enhancing the efficiency of ticket handling. The deployment of this integration was smooth and fast, providing immediate benefits in terms of response times and problem resolution.
Operational Impact
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