Case Study: Decision Digital achieves 85% ticket automation with ConnectWise RMM

Decision Digital automates 85% of tickets in 9 seconds with ConnectWise

Decision Digital, a managed service provider based in Atlanta, faced the challenge of operating efficiently in a saturated, price-driven market. To grow without compromising service quality or engaging in a race to the bottom on pricing, they needed to reduce overhead and manual labor. They turned to ConnectWise and its suite of products, including ConnectWise RMM and the Asio platform, to implement automation.

By leveraging ConnectWise RMM, RPA, and Sidekick for PSA on the Asio platform, ConnectWise provided a solution that unified automation for intelligent ticket handling and virtual dispatching. This implementation automated 85% of inbound tickets, slashed ticket triage time from 10 minutes to just 9 seconds, and resulted in a 38% reduction in labor-related operational costs. These efficiencies allowed Decision Digital to offer more competitive pricing while preserving profitability and scaling their operations without increasing headcount.

Decision Digital