Two months on from launching the ConnectWise Platform alongside its 'Predictive IT' strategy, ConnectWise CEO Manny Rivelo said that the company has seen "great momentum" with "hundreds of partners" having adopted the technology already.
The ConnectWise Platform is an AI-native operational platform that unifies PSA, RMM, cybersecurity, automation, orchestration, agentic AI, and an open ecosystem into a single intelligent execution layer for managed services.
The launch, which rolled out from late June, is tied into the company’s 'Predictive IT' strategy, which aims to accelerate a fundamental shift from reactive IT management to intelligent operational execution.
At the company's recent IT Nation Connect ANZ event in Sydney, Rivelo told techpartner.news said that MSPs over the last 20 years have amassed and integrated a series of tools, but the data sets that those tools provide are usually siloed, with service providers using a tool to do a part of the job and utilising a human to move the data from job to job.
The ConnectWise CEO doesn't see the move to 'predictive IT' - and the influx of new agentic tools, systems and processes that come with it - as creating more complexity, however, stating that what the company is aiming to do is take that sprawl of tools, combine it with the data an MSP has and put all of it in one place.
"Now I have context across different tools - for example, a PSA, which is probably the biggest system of record for an MSP, that data now is married with the endpoint data that an RMM has. The more context I have, the better I can marry workflows," he said.
"What we've done is we've integrated AI into the platform, so that can now become agentic. If you could capture that intelligence that a human is doing, and through technology you remove this step for a human, you could get faster service at a lower cost. If I can automate that, I free up all that capacity, and that capacity becomes opportunity to generate incremental revenue."
That opportunity for automation to create revenue ties into a broader shift Rivelo sees happening in the industry – that of a gradual change from per-set pricing to outcome-based pricing thanks to AI.
"Instead of ‘give me a service, and if my printer doesn't work, for instance, you open up a ticket and you fix the printer' - how about if it's the printer just works forever and I pay you on that, and if it doesn't work forever, I pay you less?" he saod.
"The model may shift there over time; it's the right answer. [Outcomes] are what everybody cares about, and therefore, if I give you a better service level, you should pay me more, because it's all fundamentally tied to a token economy."
Rivelo also talked up the company's ConnectWise SOC Services managed solution, which provides 24/7 threat monitoring and response, certified cybersecurity analysts and MSP-focused threat research and intelligence.
He stated that two years ago when he joined the company, the team running ConnectWise SOC Services came to him to say they needed to grow by around 300 people to deal with the growth of the offering, due to it being a "very people-centric" process.
Rivelo, however, had different ideas - addressing the problem with AI.
"We never hired those [300] people. As a matter of fact, we repurposed some of the [existing] headcount to go do other work inside the business, so the team got smaller, but the service levels are now 15-minute SLAs," he said.
"In less than 15 minutes, we guarantee you that any incident that we see, we will threat hunt, research, remediate and you will have an email on exactly what happened, what we concluded, what we fixed from that point of view. We're doing that because of AI.
"We're the only company right now that's doing a 15-minute guaranteed SLA."
.jpg&w=100&c=1&s=0)
