Case Study: NewGen achieves unified, scalable IT operations with ConnectWise

NewGen targets 40% faster ticket resolution with ConnectWise

NewGen, a rapidly growing U.S.-based organization providing administrative and IT services to healthcare facilities, faced rising costs and operational inefficiencies with its outsourced managed service provider. Their IT environment was fragmented across multiple systems, slowing response times and making scalable growth difficult. They required a truly unified platform to bring services in-house and selected the ConnectWise platform for its integration capabilities.

By implementing the ConnectWise platform, NewGen consolidated ticketing and remote management into a single interface and automated workflows, such as linking Zoom Contact Center for automatic ticket creation. This resulted in immediate productivity gains, projected faster ticket resolution, and significant annual cost savings by moving away from the MSP model. ConnectWise provided the scalable, integrated foundation NewGen needed for efficient long-term growth.