ConnectWise has an enhanced end user portal, cross-platform single sign-on functionality, and a new user-specific dashboard coming soon to its managed service software suite.
The Tampa, Fla.-based vendor announced all three changes at its IT Nation Connect event, which wrapped up in Orlando on Friday.
The updated customer portal, which is scheduled to become generally available in January, offers expanded customization support, including the ability to import and display information from ConnectWise’s own solutions and third-party systems via a built-in API. Users can employ that feature to provide self-serve access to information about service tickets, security incidents, or paid and pending invoices, according to Chief Product Officer Craig Fulton, who notes that letting customers answer questions on their own helps MSPs not only save money but demonstrate business value as well.
“When people are in a subscription service they kind want to know, ‘hey, what am I getting every month that I’m paying?’” said Fulton last week in a conversation with ChannelPro. “We see the portal as the future of providing that.”
The new portal will offer more complete white-labeling support as well. While the current edition lets partners add their logo, the revised version will allow them to control colors and other design elements too.
New as well in the revised portal is the ability to integrate customer billing collection functionality from Connect Booster, a payments processing and management vendor for MSPs based in West Fargo, N.D.
“[It] gives the MSP the best of both worlds, all of the ticketing, and service, and access functionality of the current ConnectWise portal, while putting them in a single pane of glass for everything related to finance that ConnectBooster does, and meshing that into a single solution,” says Connect Booster President Ryan Goodman.
According to Fulton, a chat client is in the works for a later portal update, along with a new feature that will let customers pre-populate tickets in the ConnectWise Manage PSA solution before calling an MSP’s help desk. The forthcoming enhancement will add an optional “click here for support” button to the portal that will collect preliminary information about a user’s issue before displaying a phone number to call.
“When the call comes in, the ticket’s already there for you,” Fulton says, helping both the technician and the customer resolve the problem sooner.
Over the long term, ConnectWise envisions turning the portal into a self-serve tool for approving quotes, ordering software, and almost everything else customers must use the phone to do today.
“We think it could be the one place where the customer can go to completely do everything, like an Amazon-type experience with your service provider,” Fulton says.
The new single sign-on functionality, which is rolling out now, enables users to log themselves into the entire ConnectWise solution suite, as well as third-party systems accessible from within those products, at once. Equipped with multifactor authentication support, the new feature will gain integration with Microsoft’s Azure Active Directory early next year.