Case Study: Breakwater IT reduces inefficiency and boosts utilisation with ConnectWise

The Breakwater IT team was struggling with tools that weren’t ready to support their growth, but ConnectWise was the solution

Breakwater IT is a 22‑person managed services provider in Norwich, UK, that was outgrowing its legacy tools. Relying on Autotask left their remote monitoring and management (RMM) capabilities lacking, creating manual work, inefficiencies and wasted engineering time as they tried to scale service delivery.

They moved to ConnectWise Automate and the broader ConnectWise suite—combining RMM, PSA, remote support, quoting and cloud tools—with tight integrations and automation of routine tasks. The switch cut ticket volumes, saved engineering hours, streamlined workflows, and improved utilization, enabling higher service levels and growth without increased cost.

Breakwater IT

Jack Fisher

Service Delivery Manager