Derek Iannelli-Smith, COO of Kotori Technologies
Learn how Sierra Pacific Group (SPG) overhauled Kotori’s ConnectWise Manage system to eliminate slowdowns in delivery service and improve company-wide visibility and reporting.
Based in Charleston, South Carolina, Kotori provides innovative cybersecurity and managed IT services to hundreds of clients across health care, government, manufacturing, and more. After their ConnectWise Manage system had gone unaddressed for years, they turned to Sierra Pacific Group to right the ship.
As long-time ConnectWise users, the team at Kotori knew their way around the platform. However, their system had also grown into a “monster,” says Derek Iannelli-Smith, COO of Kotori.
There were years of templates, status names, work types, service boards, and more cluttering the system. Rather than helping their business, ConnectWise slowed it down and frustrated the team. Overwhelmed by the overhaul that was clearly needed, Kotori turned to SPG for help.
SPG kicked off by learning every inch of Kotori as a company and analyzing where exactly clutter slowed service delivery. In Derek’s words, this discovery process got straight to the roots of Kotori’s pain points and helped redesign their ConnectWise strategy. From there, Kotori and SPG worked together closely to implement two key changes:
To ensure long-term, effective adoption, SPG tested how these solutions worked within Kotori’s everyday business ops, documented the updated classification systems and processes in a reference guide, and even provided end-user training to Kotori’s service desk team. Kotori still trains new hires with those onboarding materials today.
The process by Sierra Pacific is basically, ‘What do you need? Here’s what we’ve found out. Here’s a solution. How is this working for you?
Since working with SPG, the Kotori team tells us, “Long story short: Our efficiency and effectiveness have greatly increased.” Some of their biggest wins include:
After our partnership with Sierra Pacific, we have gone from ‘Holy cow, what is this storm I’m looking at?’ to clear reports and useful ConnectWise data.
Looking forward, Kotori plans to keep the momentum of their new-and-improved service delivery going. They’ve already reinvested in their partnership with SPG.
Their next priority? Building out strategies for ConnectWise Automate to reduce workloads for Kotori’s service technologists, increase bandwidth, and free up resources to double down on scaling their business.