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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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Some of the partners said while ConnectWise has not been known for having a great partner experience, it had been improving, but over the past year or so, they say it seems as though it has gotten worse. Do you agree with them?

Yes. I will agree we have taken a step back. If you attended or watched my keynote at IT Explore I admit, I believe I even used the term, ‘Hey I’m putting the red flag in on partner experience’ and obviously a piece of that experience is the support organization.

We are doubling down. We are making investments into making that experience better. Not only from a people standpoint, but if you look at where we started the year, in terms of our support for resources to where we are now, we’re 60 to 80 resources greater than where we were in January.

Yes. Granted, most of those resources, two things: India, and the second piece is they’ve really just come on-line in the last month or two. They go through a training program, and all that, to make sure we get them up to a certain level, so they could do right by getting our partners back up and running. So, if you listen to my keynote, partner experience, is a big thing. One of the number one, two priorities in the company.

We are just launching components of what we call “Voice of the Partner Program” that will allow us to measure how we’re improving in certain areas, partner support being one. Customer satisfaction, customer effort score, which ties into some of the support perception. How much effort did it take for our partner to track us down? We want that to be minimal. We want our partners to come back and tell us ‘It was great, thank you.’

I know. The company knows, my leadership teams knows, we are far from where we want to be, from an experience standpoint, which includes support. But make no mistake, we’ve made investments.

We’re like 150 (employees) is where we started the year, with our global support resources and we are around 225 (employees). So that’s where we’re at. It’s not outsource. It’s not replacing. It’s augmenting. We’ll have resources in India. We’ll have resources in Tampa. There’ll be resource in other locations. All with the intent to improve partner experience and experience in general.

Where we need to do a better job, like most companies, you get busy trying to run the day to day and execute on the plan sometimes, and unfortunately – and every colleague knows I’m huge on communications – in this aspect that’s definitely an area where we have not done the best.

Internally, someone asked what are we doing to make support better? I asked them if they knew how many resources we had when we started the year? How many resources we are at currently, and they had no idea, right. So we’re not even just not good at communicating externally, we have the same internal challenge. That’s where we definitely failed in this aspect.

With that said, full transparency, again, a lot of these resources have just come online within the last 30 to 60 days. The partners are not going to feel the benefit of that.

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