Like many growing MSPs, CIO Solutions had hit a familiar problem. Their 12‑hour service desk was completely dependent on a single full‑time dispatcher who manually assigned hundreds of tickets across four different ConnectWise boards. While this worked when they were smaller, the system had become their biggest weakness.
Every time their dispatcher called in sick, took a lunch break, or went on vacation, things fell apart. Managers found themselves scrambling to fill the gap, trying to juggle their own work while keeping tickets flowing to the right technicians. The pressure was getting worse as their team had grown to 50 technicians, but the dispatch process hadn't changed to keep up.
What made things even harder was the uneven distribution of work. Some technicians would be swamped while others sat idle, creating delays that hurt both SLA compliance and team morale. Without real‑time visibility into workloads, their dispatcher was basically guessing. And when tickets were finally closed, someone had to manually categorize them for reporting — a time‑consuming process that meant insights always came too late to help.
As CIO's leadership team looked toward continued growth, they knew this single point of failure could stop their plans cold. They needed a solution that could grow with their business, not slow it down.