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ConnectWise CEO Says ‘We Definitely Failed’ In Communication To Partners And Workers, But Vows ‘Doubling Down’ To Right The Ship

After four percent of employees were laid off, ConnectWise CEO Jason Magee said the company “definitely failed” its partners and employees when it comes to communicating the company’s goals and priorities.

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A number of partners have confirmed what a poster said on Reddit, which is that you outsourced ConnectWise’s Tier 1 support to India. They are concerned about this, because of the complexities of the software, a lack of familiarity with their businesses, and how that, as well as time zone differences could make it challenging to train up that support staff.

At the end of the day it’s not outsource. They’re ConnectWise colleagues. We acquired those colleagues with the acquisition of Continuum. Candidly, they’re great colleagues. Based in India, through the merger and acquisition of ConnectWise. We’re located in 16 offices globally.

ConnectWise has also been in India for some time through a partnership, and through an acquisition of what became the ConnectWise India office. So India is not new to ConnectWise. Its definitely not new to Continuum. So if you look at that in general, that provides a lot of ability, from the stand point of, follow the sun, being able to provide appropriate support levels and SLAs for our partners globally. If you look at Continuum. They have resources and service delivery resources scattered throughout the southern US throughout, some of their acquisitions.

I’ll admit that where ConnectWise needs to do a better job is communicating what we are doing, communicating to our partners the moves that we are making that will help them with their experience and those support challenges.

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