SAGE Computer Associates Decreases Ticket Response Times via Continuum-ConnectWise API Integration
公司规模
11-200
地区
- America
国家
- United States
产品
- Continuum RMM
- ConnectWise PSA
- Continuum-ConnectWise API Integration
技术栈
- API Integration
- Remote Monitoring & Management (RMM)
- Professional Services Automation (PSA)
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
- 功能应用 - 远程监控系统
- 平台即服务 (PaaS) - 连接平台
适用行业
- 医疗保健和医院
- Professional Service
适用功能
- 商业运营
- 现场服务
- 质量保证
用例
- 预测性维护
- 远程资产管理
服务
- 软件设计与工程服务
- 系统集成
- 培训
关于客户
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.
挑战
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.
解决方案
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.
运营影响
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