How to Optimize Your ConnectWise Installation for Maximum Efficiency for MSPs

If you're in the MSP (Managed Service Provider) business, you probably already know the critical role ConnectWise plays in managing your daily operations. From tracking tickets to standardizing workflows, ConnectWise is the engine behind countless MSP success stories. But here's the thing—having ConnectWise installed is just the first step. The real results come from optimizing it to fit your unique business needs. 

This guide walks you through how to fine-tune your ConnectWise installation for maximum efficiency. We’ll cover everything from evaluating your needs, to integrating with other tools, to tracking your ROI. By the end, you’ll have the know-how to ensure your ConnectWise install isn’t just functional—it’s powerful.

Understand Your Needs 

Before jumping straight into installation, take a step back and ask yourself, "What do I want ConnectWise to achieve for my MSP?" 

Identify Key Objectives 

Every MSP is different, and not all ConnectWise features will be equally important for your business. Maybe you want to improve ticket resolution times or streamline project management. Or, perhaps integrations with RMM (Remote Monitoring and Management) tools are your top priority. 

Pro Tip: Write down your business's top three operational pain points. These should guide your setup process and help you prioritize features. 

Engage Your Team 

Who knows your day-to-day operations better than your team? Collaborate with your service desk staff, project managers, and leadership team to understand their needs. After all, the goal is to make their jobs more efficient. 

Prepare for Installation 

Once you’ve identified your goals, it’s time to gear up for installation. Proper preparation can eliminate costly mistakes later. 

Pre-Installation Checklist 

Here’s a quick checklist to get you started:

• System Requirements: Ensure your hardware and network meet ConnectWise’s system requirements. 
• Data Clean-Up: Audit and clean your existing client and service data. Messy data can bog down your system post-installation. 
• User Roles: Define clear roles and permissions for your team, so everyone has the access they need (and nothing more). 
• Backup Plan: Ensure you have a backup system in place. While ConnectWise installations are generally smooth, it's better to be safe than sorry. 

Assign a ConnectWise Champion 

Every MSP needs a go-to person for tech onboarding. Assign someone (or a small team) to serve as your internal “ConnectWise Champion.” They’ll handle questions, training, and help troubleshoot hiccups during rollout. 

Optimize Key Features 

ConnectWise is stacked with features—but which ones matter most for MSPs? Below are some standout tools and tips for getting the most out of them. 

1. Ticketing System 

Streamline how you handle service tickets. Organize workflows for ticket creation, assignment, and escalation to remove bottlenecks. 

Quick Tip: Use automation rules in ConnectWise to assign tickets based on priority or team availability. This ensures the right issues are tackled by the right people at the right time. 

2. Time Tracking 

Encourage your team to log hours accurately with ConnectWise’s built-in time tracker. This ensures profitability by tying billable hours directly to your projects and tickets. 

Pro Insight:

• Set up alerts for unsubmitted or incomplete timesheets. 
• Use logged hours to identify team inefficiencies and overloads. 

3. Reporting & Dashboards 

ConnectWise provides out-of-the-box dashboards that track KPIs (Key Performance Indicators) like ticket resolution times and profitability. Customize these to focus on metrics that align with your objectives. 

4. Automations 

From reminders to follow-ups for missed SLAs, ConnectWise’s automation capabilities save you time—time you can reinvest in scaling your MSP. 

Integrate with Other Tools 

Think of ConnectWise as the hub of your operation, with spokes connecting to everything else you use. 

Popular Integrations to Consider 

1. RMM Tools (like N-able or NinjaOne): These integrations streamline device monitoring and management. 
2. Accounting Software (like QuickBooks or Xero): Automate billing for faster, error-free invoicing. 
3. Email Platforms (like Mailchimp or ActiveCampaign): Manage client communication seamlessly. 
4. CRM Systems (like HubSpot): Improve client relationship tracking alongside your ticketing and project management. 

Why Integrations Matter 

Integrations reduce the need to toggle between multiple software solutions and minimize human error. By connecting tools, you create an ecosystem where everything works together toward one goal—making your MSP more efficient. 

Best Practices for Maintenance and Updates 

Even a perfectly configured ConnectWise system needs ongoing care. Follow these maintenance tips to keep your operations running like clockwork. 

Schedule Regular Updates 

ConnectWise regularly releases updates that fix bugs and improve performance. Schedule routine updates to ensure you’re always using the best version of the software. 

Note: Always back up your system before updating! 

Audit User Access 

Security is critical, especially with sensitive client data. Regularly review who has access to what features and modify permissions as needed. 

Regularly Train Your Staff 

Tech evolves, and so should your staff’s knowledge. Host quarterly ConnectWise training sessions to ensure your team makes the most of its features. 

Measuring Success and Adapting 

The ultimate goal of optimizing your ConnectWise install is to drive results. But how do you know if it's working? 

Key Metrics to Track 

• First Response Time 
• Ticket Closure Rates 
• Project Completion Time 
• Profit Margins 

Review and Adjust 

Make it a habit to review these metrics quarterly. Did your ticket resolution rates improve after automating workflows? Are you underutilizing certain features? Adjust your processes to fix inefficiencies as needed. 

Unlock Your ConnectWise Superpowers 

Fine-tuning your ConnectWise installation isn’t a one-and-done task—it’s an ongoing process that evolves with your MSP. The payoff? Streamlined operations, happier clients, and a healthier bottom line. 

If you’re ready to take your MSP to the next level, why not consult with our experts at Bering McKinley? With years of experience helping MSPs like yours leverage the full potential of ConnectWise, we’re here to guide you through every step of the optimization process.