For many Managed Services Providers, ConnectWise serves as the backbone of their IT service management, centralizing workflows, ticket management, and client relationships. However, as IT environments evolve and the demands on MSPs grow, having tools that integrate seamlessly with ConnectWise and provide enhanced capabilities is critical for scaling operations and improving service delivery. This is where CrushBank comes in, delivering AI-powered solutions that complement and extend the capabilities of ConnectWise. CrushBank has had an integration for ConnectWise for many years and has deep experience with it. Don’t worry if you’re on Autotask, Halo, ServiceNow or something else – we can help you too! Anyway, in this post, we’ll explore how CrushBank can enhance the way MSPs use ConnectWise and share some insights from leading MSPs with ConnectWise who have benefited from this powerful integration.
1. Ticket Classification
One of the biggest challenges MSPs face is managing the flow of tickets while maintaining efficiency and accuracy. It’s key to know the nature of the work being done. While ConnectWise allows technicians to classify tickets, this isn’t always done as it’s something of a chore. CrushBank’s SmartClassifier automates the classification of tickets based on the context and content of the request. This helps ensure that tickets are accurately categorized and routed, reducing the time technicians spend manually classifying requests and allowing for more effective prioritization. CrushBank starts by enabling the classifier for new incoming tickets. Initially, technicians review and correct classifications as part of their workflow or through audits after tickets are closed. Based on this feedback, CrushBank continuously updates the classification model, improving accuracy over time.
As one MSP put it, “CrushBank has positively impacted our service delivery process by helping us apply the ITSM model to ticket classification and better predict ticket time budgeting.” The ability to automate these tasks helps MSPs streamline their operations and allocate resources more effectively, saving time and improving response rates.
And CrushBank reclassifies the ticket when the work is done, if the actual nature of the work turned out to be different than what was indicated in the initial support request.
2. Ticket Budgeting
CrushBank’s auto budgeting for time on tickets leverages AI to analyze historical ticket data and generate accurate time estimates for resolving issues. This helps MSPs plan their workloads more effectively by predicting how long each ticket will take to resolve. It also optimizes resource allocation by assigning the right engineers to the right tasks based on both availability and the estimated time needed. MSPs benefit from better client communication, providing more accurate timelines and managing expectations more transparently. Additionally, this feature increases efficiency by balancing workloads, preventing engineers from being overloaded. Ultimately, it helps MSPs control labor costs by aligning resources with demand, improving overall margins and operational efficiency.
3. Enhanced Search for Documentation and SOPs
The ability to quickly locate relevant documentation, standard operating procedures (SOPs), and past tickets is crucial for solving client issues efficiently. Unfortunately, traditional search functions can be cumbersome and often yield incomplete or irrelevant results as a lot of the data in the system isn’t searchable – such as the Notes. CrushBank ingests all the data ConnectWise, as well as the rest of the MSP’s tech stack, to provide enhanced search functionality that allows technicians to find the information they need quickly and accurately.
According to a leading MSP, “CrushBank helps our technicians get to relevant information quicker, which is helping them solve problems more quickly.” This extends beyond the IT department; the sales department also benefits by using CrushBank’s advanced search to locate documents related to sales requests. “We are benefitting from CrushBank’s intelligence, saving us time by providing much more relevant results in our search than our PSA can provide.”
4. Automated Ticket Summarization
Technicians often spend considerable time writing or reading long, detailed ticket logs to understand the issue history. CrushBank’s ticket summarization feature automatically condenses these time entries and notes into concise, actionable summaries, allowing technicians to understand the critical points of a ticket at a glance. This not only saves time but also helps keep communication consistent across teams.
One MSP highlighted the importance of this feature by saying, “I would pay for CrushBank JUST for the summarization function alone. It saves us hours a week!” For MSPs looking to increase efficiency and reduce the cognitive load on technicians, this functionality provides a substantial return on investment.
5. Faster Ticket Resolution and Improved Service Delivery
CrushBank doesn’t just make it easier to manage tickets—it actively speeds up the resolution process. By providing instant access to relevant historical data and leveraging AI to surface solutions from previous tickets, CrushBank enables technicians to resolve issues more quickly, reducing ticket backlog and improving client satisfaction.
One MSP shared, “CrushBank speeds up the time to ticket resolution and makes searching through past tickets way easier than using the built-in filters of the PSA.” This improvement allows MSPs to better allocate technician resources and ensure that clients receive faster, more accurate service. Another technician who used CrushBank for the first time said, “The first question I asked saved me an hour of work! It’s changing the way we work.” When time is of the essence, especially in high-pressure environments, every minute counts. CrushBank helps MSPs reclaim that time and reinvest it in delivering better service.
Conclusion: Enhancing Your ConnectWise Experience with CrushBank
For MSPs using ConnectWise, CrushBank offers a transformative AI-powered solution that enhances ticket management, streamlines search, and automates essential processes. By integrating with ConnectWise, CrushBank allows MSPs to make better use of their data, increase efficiency, and ultimately deliver faster, more reliable service to their clients.
As feedback shared here from leading MSPs shows, CrushBank has become an indispensable tool for improving service delivery, predicting time budgeting, and simplifying ticket resolution. If you’re looking to maximize the potential of your ConnectWise platform, CrushBank’s AI-driven solutions are the key to taking your operations to the next level.