The Problem
Epoch sought SPG's Expertise to Optimize ConnectWise Automate and Enhance ROI
The Epoch team, known for their high service maturity, recognized that their organization's size might impose certain limitations. They understood the need for expert assistance to fully optimize their ConnectWise Automate environment and drive better results. This led them to collaborate with SPG.
John Tokasz, a system engineer at Epoch, expressed confidence in SPG's ability to not only reaffirm their current strengths but also devise innovative strategies that would enhance their business growth through effective automation. The partnership aimed to maximize the return on their investment in ConnectWise Automate and unleash its untapped potential.
The Solution
Optimizing ConnectWise Automate Deployment and Eliminating Redundancies
SPG began by conducting a comprehensive review of Epoch's Automate environment to remove redundant processes, focusing on groups (scheduled scripts) and monitors. Enhancements included:
- Implementing best practices for Extra Data Fields usage to increase the reliability and functionality of searches and scripts
- Developing a solution to automate resolution deployment (using groups and advanced searches) and advance client alignment services
These upgrades led to noticeable improvements. SPG's suggestions on group structure alone bolstered auditing and automated resolutions, providing greater insight into activities across Epoch's client base.
John highlights how SPG's extensive ConnectWise expertise enabled them to analyze and assist in the implementation of best practices, standards, and efficient procedures for Epoch.
"SPG took the time to guide us through all Automate configurations with knowledgeable insight. … Recommendations on our group structure alone have significantly improved auditing services and automated resolutions."
The Results
Epoch Team Experiences Significant Improvements in Efficiency and Effectiveness with SPG Collaboration
The collaboration between SPG and Epoch has led to numerous positive changes for Epoch's engineers, which include:
Substantial decrease in system workload: As a result of SPG's comprehensive overhaul, the resource load on Epoch's Automate system was reduced by 45%, allowing for a smoother and more efficient operation.
Improved patch management: Through meticulous configuration adjustments and the implementation of stricter approval standards, SPG helped increase Epoch's overall patch level from 78% to an impressive 98%.
Reduction in service costs: Epoch experienced a "significant decrease" in service tickets as well as an 18% reduction in hours spent on software deployments and addressing workstation or application-related issues.
John stresses the importance of the invaluable knowledge and insights gained through working sessions with SPG, and he praises the impact of their new, well-aligned Automate environment. "This has put us on an enhanced trajectory as an organization," he explains.
Furthermore, the remarkable increase in Automate efficiency has empowered Epoch's service delivery team to shift their focus towards enhancing client services and developing innovative new offerings to better serve their customers. The collaboration with SPG has not only improved the company's existing processes but also set the stage for continued growth and success in the future.
