Case Study: Somerville achieves 50% fewer daily tickets and maximised ROI with ConnectWise CPQ

How Somerville was able to maximise the ROI on their technology investment

Somerville, a 35‑year‑old MSP serving over 500 customers across education, finance, legal, insurance, superannuation and automotive sectors, had been using ConnectWise tools for years but realised they weren’t maximising the platform’s value. With rising market demands and tougher competition, Somerville needed to boost operational efficiency and increase the ROI on their existing technology stack.

They performed a full review and implemented a continuous improvement plan—running workshops, targeted training, updated documentation, onboarding with ConnectWise University, peer learning, and a cloud‑first migration. As a result, service efficiency and operations improved markedly: daily ticket volumes fell significantly, customer complaints dropped by more than 50%, maintenance costs declined, and a level‑three resource saves roughly seven hours per month.

Somerville

Ralph Ly

Senior Systems Engineer