Case Study: Sourcepass achieves 90-second ticket response times with ConnectWise

Sourcepass cuts ticket response times to 90 seconds with ConnectWise

Sourcepass, a nationwide managed IT services provider, faced growing operational complexity as it scaled. The company struggled with time-consuming manual tasks, slower ticket response times, and the need to maintain strong customer engagement while addressing cybersecurity threats. To meet these challenges, Sourcepass sought a solution from vendor ConnectWise to improve efficiency without increasing headcount.

By implementing ConnectWise RMM and ConnectWise RPA for automation, Sourcepass dramatically streamlined its operations. The results were significant, with ticket triage response times reduced to just 90 seconds. This efficiency gain allowed the company to scale without adding staff, freed technicians for more customer-facing work, and boosted customer satisfaction scores. Additionally, leveraging the ConnectWise Partner Program provided marketing resources that helped execute successful events, strengthening relationships and contributing to Sourcepass earning recognition as an MSP 501 winner.

Sourcepass