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ControlCase Annual Conference – Miami, Florida USA 2017
ConnectWise Strategy
Mark Smith
ControlCase Annual Conference – Miami, Florida USA 2017
• ConnectWise Today
• ConnectWise Tomorrow
• Questions
1
Agenda
ControlCase Annual Conference – Miami, Florida USA 2017
ConnectWise Today
ControlCase Annual Conference – Miami, Florida USA 2017
ConnectWise Today
• CRM – Ticketing and CRM System with workflow built for MSP industry› Automation of service delivery
› Real-Time Visibility of customer service status
› Achieve faster resolution time
› Increase customer satisfaction
• Customer Support Portal
ControlCase Annual Conference – Miami, Florida USA 2017
ConnectWise Today
• Status Email Notification
ControlCase Annual Conference – Miami, Florida USA 2017
ConnectWise Today
• Consolidated Ticket Status Report
ControlCase Annual Conference – Miami, Florida USA 2017
ConnectWise Today
• Real Time Monitoring of Activity
ControlCase Annual Conference – Miami, Florida USA 2017
ConnectWise Tomorrow
ControlCase Annual Conference – Miami, Florida USA 2017
ConnectWise Tomorrow
• Customer Satisfaction Score
ControlCase Annual Conference – Miami, Florida USA 2017
ConnectWise Tomorrow
• GRC Portal – Connectwise Integration Phase 1 (Dec 2017)› Clicking on ticket number opens Support Portal in new window
ControlCase Annual Conference – Miami, Florida USA 2017
ConnectWise Tomorrow
• GRC Portal – Connectwise Integration Phase 1› Clicking on ticket number opens Support Portal in new window
ControlCase Annual Conference – Miami, Florida USA 2017
ConnectWise Tomorrow
• GRC Portal – Connectwise Integration Phase 2
› Enable ticket creation and update within GRC Portal
• No second login to Support Portal
• Disabling [email protected] 1 Jan 2018
› All tickets updates and communications through Support Portal
or GRC portal
ControlCase Annual Conference – Miami, Florida USA 2017
Questions