The Problem
Terminal B’s ConnectWise system had built up 10+ years of inefficiencies
The Terminal B team initially purchased ConnectWise Manage and Automate back in 2008. In the words of Greg Bibeau, Founder & CEO of Terminal B, “It is a very beefy piece of software.” They never received guidance on how to properly configure their setup, so it ran untouched for over a decade, building up system inefficiencies all the while.
When they realized the severity of the issue, Terminal B brought on contractors to fill in the gaps, but they were ultimately ineffective and sometimes flat-out unresponsive. Terminal B needed the reliable execution of a firm, which brought them to Sierra Pacific Group.
The Solution
Leverage SPG’s expertise for tailored, long-term ConnectWise solutions
First and foremost, Greg highlights the depth of ConnectWise knowledge that SPG brings to the table. Unlike competing providers, SPG doesn’t only execute projects. “They offer a dialogue,” says Greg, which enables truly tailored guidance and solutions for Manage and Automate. SPG’s breadth of experience in the space also means they know how to avoid common pitfalls in MSP tech and enforce best practices for longevity.
For instance, SPG drove home the fact that ConnectWise Manage is useless without proper workflows. If you don’t configure ticket tracking, alerts, and other triggers to ensure you meet SLAs, that manual maintenance drags down your team. So, SPG overhauled their Manage setup to create logistical workflows that work for Terminal B — not the other way around.
If we don’t optimize ConnectWise internally, that’s when things build up and blow up. We end up working harder instead of smarter. Over time, SPG has helped us evolve from that significantly.
The Results
In Greg’s words, “Every team should have someone who knows how to work ConnectWise.” For Terminal B, SPG fills that role and delivers the impact of a full-time specialist — but in a fraction of the time and at better cost. The strongest outcomes driven by SPG include:
- Automating monthly invoicing — Prior to SPG, Terminal B was not billing through ConnectWise. Today, what used to take three full days of manual billing and reconciliations has been automated down to two hours of work per month.
- Effortless Automate scripts— ConnectWise Automate is most powerful when you’re actively utilizing scripts. Instead of writing scripts from scratch and debugging them in production, Terminal B can simply utilize SPG’s library of vetted Automate scripts.
Ultimately, since SPG optimized their ConnectWise Manage and Automate systems, Terminal B has saved hours upon hours of work. Now, their team wastes fewer resources on internal system maintenance and refocus on what matters: delivering top-of-the-line client services.
ConnectWise is a very, very complex piece of software. I can either have my staff working on our internal systems or focused on working on client systems. And SPG has filled in those gaps. It’s been an incredibly valuable relationship for us.
