Case Study: GB Tech achieves 400% growth and 75% faster resolution times with ConnectWise PSA and Axcient x360 Recover

GB Tech cuts resolution times by 75% with ConnectWise

GB Tech, a Houston-based managed services provider, faced operational challenges as it rapidly grew from three to fifteen employees. Issues included ticket response times exceeding an hour, only 30% of tickets closed the same day, and resolution times stretching multiple days, threatening service quality and client trust. They turned to the vendor ConnectWise and its PSA platform alongside Axcient x360Recover for backup and disaster recovery to address these gaps.

By leveraging ConnectWise PSA to refine processes and boost accountability, and implementing Axcient for reliable backups, GB Tech achieved a dramatic operational transformation. With ConnectWise, response times dropped to under 10 minutes, same-day ticket closures rose to 70%, and resolution times fell below 10 hours. The ConnectWise Partner Program also fueled growth, helping secure enterprise clients and leading to a 400% scale-up in staff while maintaining customer satisfaction over 95%.

GB Tech