Case Study: SAGE Computer Associates achieves faster ticket response and prioritized alerting with Continuum’s ConnectWise integration

SAGE Computer Associates Decreases Ticket Response Times via Continuum-ConnectWise API Integration

SAGE Computer Associates, an MSP serving SMBs in the Albany, NY region since 1983, was overwhelmed by growing ticket volume and lacked a way to prioritize incidents by severity, leaving dispatchers and technicians unable to efficiently manage alerts and meet SLAs.

By deploying the Continuum–ConnectWise API integration to link Continuum RMM with ConnectWise PSA, SAGE gained two-way ticketing with severity-classified alerts and automated workflows. The integration reduced response times, allowed the team to catch and resolve issues before customers noticed, improved ticket-handling efficiency, and strengthened overall customer service.

SAGE Computer Associates

Dan Shyne

Manager of Technical Services