Next week, we’re launching our new service management system, called ConnectWise.

ConnectWise represents another significant investment in time and money for us, and we think the benefits to our customers will be far-reaching: it’s yet another step in our quest to give you the best service possible.

ConnectWise is a comprehensive, integrated system which will replace a number of unconnected systems we currently use, including RequestTracker–our existing e-mail response ticketing system.

ConnectWise will track literally every piece of information we work with.  It will dramatically streamline our support cycle, which means your support requests will be resolved more quickly and with more precision.  Projects will be expedited faster with the extensive built-in project management system.

In addition you’ll benefit from faster, clearer billing and you’ll soon be able to request access to a portal which includes all of your service tickets, projects and an invoice history.

ConnectWise integrates directly with our management & monitoring platform from N-Able.  Together these best-of-breed systems will reduce overhead, increase efficiency, speed up problem resolution, and make our customers happier.

We are really excited about this new system and think you’ll like it a whole lot, too.

Starting next week, you will notice new e-mails coming back from ConnectWise when you open a ticket with support@bdpnetworks.com.

By the end of August we will start sending enhanced billing information from the new system.

In the meantime, as always, if you have any questions please don’t hesitate to ask.

Thank you again for your continued support,

-Brian

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