Case Studies SAGE Computer Associates Decreases Ticket Response Times via Continuum-ConnectWise API Integration

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	SAGE Computer Associates Decreases Ticket Response Times via Continuum-ConnectWise API Integration

SAGE Computer Associates Decreases Ticket Response Times via Continuum-ConnectWise API Integration

Technology Category	Application Infrastructure & Middleware - API Integration & Management Functional Applications - Remote Monitoring & Control Systems Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries	Healthcare & Hospitals Professional Service
Applicable Functions	Business Operation Field Services Quality Assurance
Use Cases	Predictive Maintenance Remote Asset Management
Services	Software Design & Engineering Services System Integration Training
Challenge	SAGE Computer Associates faced a significant challenge in managing the increasing volume of tickets from their diverse SMB clients. The inability to prioritize tickets by severity level led to inefficiencies and headaches for the MSP’s dispatcher and techs. The existing systems showed no signs of improvement, and the growing company needed a solution to streamline ticket management and improve response times. Read More
About Customer	SAGE Computer Associates, an MSP based in Albany, NY, serves a diverse mix of SMB clients across various verticals, including manufacturing, accounting, and healthcare. Established in 1983, SAGE has grown significantly over the years. However, this growth brought challenges in managing the daily flow of tickets, which became overwhelming for the dispatcher and techs. The company needed a more efficient way to handle and prioritize these tickets to maintain high levels of customer service and operational efficiency. Read More
Solution	The solution came in the form of an API integration between Continuum RMM and ConnectWise PSA. This integration allowed SAGE to automate and streamline their ticketing system, enabling them to receive and push tickets through the NOC quickly. The tickets were classified by severity, allowing the team to apply workflows and SLAs without major glitches. This integration not only improved ticket management but also allowed SAGE to create alerts based on priority, enhancing the efficiency of ticket handling. The deployment of this integration was smooth and fast, providing immediate benefits in terms of response times and problem resolution. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Functional Applications - Remote Monitoring & Control Systems

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Healthcare & Hospitals

Professional Service

Applicable Functions

Business Operation

Field Services

Quality Assurance

Use Cases

Predictive Maintenance

Remote Asset Management

Services

Software Design & Engineering Services

System Integration

Training

Challenge

SAGE Computer Associates faced a significant challenge in managing the increasing volume of tickets from their diverse SMB clients. The inability to prioritize tickets by severity level led to inefficiencies and headaches for the MSP’s dispatcher and techs. The existing systems showed no signs of improvement, and the growing company needed a solution to streamline ticket management and improve response times.

About Customer

SAGE Computer Associates, an MSP based in Albany, NY, serves a diverse mix of SMB clients across various verticals, including manufacturing, accounting, and healthcare. Established in 1983, SAGE has grown significantly over the years. However, this growth brought challenges in managing the daily flow of tickets, which became overwhelming for the dispatcher and techs. The company needed a more efficient way to handle and prioritize these tickets to maintain high levels of customer service and operational efficiency.

Solution

The solution came in the form of an API integration between Continuum RMM and ConnectWise PSA. This integration allowed SAGE to automate and streamline their ticketing system, enabling them to receive and push tickets through the NOC quickly. The tickets were classified by severity, allowing the team to apply workflows and SLAs without major glitches. This integration not only improved ticket management but also allowed SAGE to create alerts based on priority, enhancing the efficiency of ticket handling. The deployment of this integration was smooth and fast, providing immediate benefits in terms of response times and problem resolution.

Impact #1	The integration allowed SAGE to decrease response times significantly, enhancing their ability to deliver great customer service.
Impact #2	The new system enabled the dispatcher to notify customers of issues, such as server downtime, before they even realized it, demonstrating proactive problem management.
Impact #3	The integration has been a huge win for SAGE, allowing them to continually move forward in their vision for the future and do even more as a company.

Impact #1

The integration allowed SAGE to decrease response times significantly, enhancing their ability to deliver great customer service.

Impact #2

The new system enabled the dispatcher to notify customers of issues, such as server downtime, before they even realized it, demonstrating proactive problem management.

Impact #3

The integration has been a huge win for SAGE, allowing them to continually move forward in their vision for the future and do even more as a company.

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Overview

SAGE Computer Associates Decreases Ticket Response Times via Continuum-ConnectWise API Integration

Operational Impact