The Problem
Untangling a Patchwork of ConnectWise Automate Complications
American PCS had been grappling with a tangle of issues stemming from ConnectWise Automate's patching system for several years. Their experience was marked by an overwhelming deluge of alerts - a cacophony that made sifting through the noise to identify actionable tasks a labor-intensive, time-consuming ordeal. Rather than streamlining their workflow, their current Automate setup had transformed into an unwieldy obstacle, costing them valuable time, focus, and employee productivity.
The turning point arrived when they chanced upon Sierra Pacific Group (SPG), a highly recommended name within the industry renowned for its problem-solving prowess in the ConnectWise space. Backed by glowing peer reviews, including enthusiastic endorsements on industry platforms like Reddit, SPG emerged as a beacon of relief for American PCS. Tasked with the mission to untangle their knotty patching and alerts system, SPG also extended scripting support to further enhance their operational efficiency.
The Solution
Harnessing SPG’s Patching Scheme: A Game-changer for Streamlined Maintenance
SPG's tailored patching scheme ushered in a new era of efficiency for American PCS. With an immediate impact, their Automate environment underwent a transformation, evolving into a significantly cleaner, more manageable system. Alerts were no longer a source of dread, but trustworthy signals guiding their interventions on client network issues.
By innovatively batching by group rather than by client, SPG allowed PCS to add new clients to pre-existing patch groups with ease. This clever tweak boosted operational efficiency twofold: Integrating each new client became a breeze, while the overall number of patch schemes to manage reduced significantly.
A fringe benefit of this revamp was its role in ensuring compliance with Managed Service Agreements (MSAs), effectively lightening the load of additional responsibilities for the PCS team.
“The switch to SPG’s patching scheme brought about an immediate shift. It was an immense improvement, remarkably clean and straightforward to manage. We simply tick off boxes now, instead of constructing an entire new patching scheme for each individual client.”
The Results
Collaborating with SPG marked a turning point for American PCS, effectively eradicating the stress and resource-drain associated with incessant patching schemes. Quickened turnaround times further amplified client satisfaction. Noteworthy outcomes, quantified in key metrics, include:
- Over 100 hours saved annually with automated workflows to tackle false alarms and non-billable clients.
- Doubled client retention rate with the meticulous setup of patching test groups and production groups, which ensured a solitary faulty patch didn't disrupt their customers' work.
- Efficiency surged by 50% with the implementation of self-healing scripts and automation of recurring tasks, empowering the business to scale without the constant need to expand staff.
Ron Searle, the CEO of American PCS, has thoroughly enjoyed the partnership with SPG, applauding their responsive approach. He praised their prompt attention to tickets and collaborative spirit in scripting solutions. Anticipating a long-lasting relationship, he looks forward to what lies ahead with SPG.
"SPG has been remarkably responsive—absolutely no complaints in that regard. We submit a ticket, and they're immediately on it. Our interactions with the team have been nothing short of excellent."
