IT and Business Insights for SMB Solution Providers

Collabrance Integrates Internal Ticketing System with ConnectWise Manage

The new addition to its end-to-end outsourced technology stack for MSPs lets Collabrance and its partners share real-time data automatically, resulting in faster, more effective customer service, according to senior executive Doug Grimm (pictured). By Rich Freeman

Master MSP Collabrance LLC has integrated its internal implementation of the ConnectWise Manage PSA solution with the local installations of that tool used by its member managed service providers.

The new benefit will allow Collabrance and its MSP partners to exchange data automatically and in real time, resulting in faster, more effective service for end users, according to Doug Grimm, Collabrance’s senior vice president and general manager.

“Our successful integration with ConnectWise enhances our communication, collaboration, and secure information sharing with our managed IT partners,” said Grimm in prepared remarks. “This is one more way we are working together to quickly and effectively resolve customers’ technical issues.”

Founded in 2009 and headquartered in Cedar Rapids, Iowa, Collabrance is a unit of GreatAmerica Financial Services that offers an end-to-end outsourced technology stack designed to help channel pros launch managed service practices quickly and operate them cost-effectively. Services provided include a help desk and NOC, virtual sales assistance, and customer onboarding support. Tools in the standard package include solutions for backup and disaster recovery and email as well as a 19-layer managed IT security offering. MSPs who wish to can also procure the SolarWinds N-central RMM solution, from SolarWinds MSP, at discounted rates.

Part of GreatAmerica’s InteGreat Web Services platform, the new ConnectWise Manage integration was developed in collaboration with Tampa, Fla.-based ConnectWise Inc., and includes a customized field for recording Collabrance ticket numbers.

“A coordinated B2B effort working out of one system in ConnectWise will reduce the possibility of errors and provide a more efficient way to share intelligence,” said Travis Vigneau, director of channel sales and alliances for ConnectWise, in a press statement. “It enhances communication, resulting in quick and accurate solutions for end-user IT customers.”

In August, Collabrance added security information event management and vulnerability and penetration testing to its managed security solution.

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