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ConnectWise Controls Process Variations and Integrates Teams

ConnectWise connects technology teams to solutions, services, and people, empowering them to quickly reach their goals through the use of their software.

But the growing company had a problem. When ConnectWise integrated four of their separate business units, each with their own business processes, the result included duplications, process variations, and an excess of outdated documents.

This was tangling up their systems and slowing teams down.

ConnectWise implemented Nintex Promapp®, a process mapping and management tool that helps team understand, document, and improve upon their business processes, to create a cohesive system.

Nintex Promapp® simplified ConnectWise’s management of process variations. The software integrated easily with their existing SharePoint system and reduced their cluttered process library by 75 percent.

Simplicity promotes collaboration

During their rebranding project, ConnectWise also used the opportunity to merge four of their business units, namely ConnectWise Automate, ConnectWise Sell, ConnectWise Control and ConnectWise Manage.

Documentation specialist Robert Browning says that, because ConnectWise teams had previously operated independently of one another, this consolidation resulted in a range of disparate processes and tools.

To help with their challenges, ConnectWise selected Nintex Promapp® based on its simplicity, its capability to integrate with SharePoint, and its process variation management functionality.

Their use of the platform would facilitate collaboration and communication within the newly-formed business unit, and enable a consistent approach to business process management.

Efficient management of process variations

With Nintex Promapp®’s process variant management add-on, ConnectWise now efficiently manage processes that are similar, but not exactly the same. The add-on’s simple drop-down menu gives people access to their business processes so they can quickly find the right process variation to meet their needs.

Modifying processes is quick and easy: Teams make a change and Nintex Promapp® does the rest, updating the other process variants and notifying people of the change.

“Previously, we had four different people making the same modification in four different places, four different times. Now, one person makes the change and it pushes out to all four systems at the same time – saving us time,” says Browning.

Bringing process management to the people

 Browning points out that, since implementing Nintex Promapp® and training teams on how to use the tool, people quickly felt confident enough to write and capture their own processes.

Soon, more than 100 ConnectWise employees were managing their business processes with Nintex Promapp® and exploring ways use the platform to onboard new colleagues. In just over a year of using the software, ConnectWise had achieved the seamless integration of their teams, with measurable improvements to show for their efforts.

In that time, ConnectWise captured close to 1,500 key processes, with people regularly reviewing processes and providing feedback. This bolstered communication throughout the team, including those based in offices around the world.

Supporting change and innovation

Agility is key in the fast-paced, rapidly-changing environment of technology.

Pre-Nintex Promapp®, modifying a single process could take teams weeks, or even months. Now the platform supports business teams at ConnectWise to make modifications frequently and within tight time frames.

“Our teams use Agile methodology, like sprints, to try out new initiatives,” says Browning. “We’ve brought this into practice with the feedback that we’ve received about workflow processes.”

Through this methodology, team members implement a suggested improvement over a set period of time, assess its effectiveness, and either revert back to the original version or move forward with the new process. The ConnectWise team has been pleasantly surprised by the unexpected benefit of a 75 percent reduction in the size of their process library, positively impacting their available storage space.

Simple, streamlined, successful

The ConnectWise team’s feedback confirms the value-add of Nintex Promapp®’s simplicity and effectiveness.

The initial division and confusion between teams has been replaced by a culture of ongoing improvement where business processes are easy to find and simple to follow.


Interested in exploring Nintex Promapp® yourself? Sign up for a free trial today.


Laetitia Smith

Laetitia Smith is a senior manager on Nintex’s corporate marketing team and is based in Auckland, New Zealand. In her global role, she leads and executes PR/AR initiatives and the company’s social media program. She loves collaborating with customers to share their success stories as they manage, automate, and optimize their business with their technology.

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