Case Study: North Country cuts ticket backlog by 50% with ConnectWise

North Country cuts ticket backlog by 50% with ConnectWise

North Country, a managed services provider and point-of-sale solutions vendor, needed to scale its high-touch, white-glove service across thousands of customers in diverse industries. Faced with complex technical environments and a shortage of skilled technicians, the challenge was to maintain efficiency and proactively resolve issues. To address this, they turned to ConnectWise.

By implementing the ConnectWise Asio platform, including its PSA, RMM, and CPQ solutions, North Country achieved a unified operational view. This integration enabled smarter automation and streamlined workflows. ConnectWise helped deliver measurable results: a 50% reduction in ticket backlog, a 20-25% improvement in average handle times, and increased first-time resolution rates, leading to greater technician efficiency and enhanced customer satisfaction.