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Q1 Meeting Details
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2016 Schedule
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Location:Baltimore Marriott Inner Harbor
110 South Eutaw Street
Baltimore, MD 21201
410-962-0202
Time: 9:15 AM - 4:30 PM PST
Date: Tuesday, March 8, 2016
Training Theme: Service
Scroll down for the full agenda
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Quarter 2
Date: Tuesday, May 24th - Philadelphia
Quarter 3
Date: Tuesday, Sept. 20th - Baltimore
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Plan for 2016
This quarter's User Group agenda will dig into all of the products included in the ConnectWise Business Suite, in addition to giving you hands-on training centered around the specific quarterly theme. The day will feature sessions tailored to many different roles in the company and experience levels, so there is still something for everyone.
ConnectWise Process Automation Workshop- Monday, March 7th
Held the day before the User Group Meeting, this workshop will focus on topics like onboarding new employees and clients, handling paid time off requests, and marketing. Interested? Register here!
Partner Networking Dinner
All registrants are invited to join us for our partner networking dinner held the night before the meeting on March 7th at 6:30 PM- however space is limited and is on a first come first serve basis. Register for dinner during your registration process. We'll make sure to send you all the details so you can join us and get to know your fellow ConnectWise'ers!
Dinner Location
Sullivan's Steakhouse
1 E Pratt St Ste 102
Baltimore, MD 21202
Agenda:
7:45 - 9:00
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Optional: Hands-on Lab - Service Automation
*Don't forget your laptop*
The automation ConnectWise lends to your business is huge, and can a real game changer. Join this lab to get a look at some of the exciting features ConnectWise has to offer. This includes a look at Workflow Rules, Auto Templates, ConnectWise Labs, Email Tags, and Views!
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7:30 - 9:00
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Optional: Continental Breakfast
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9:15 - 9:30
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Official User Group Start - Facilitator Opening and Welcome: Erin Arnold, Chris Schalleur
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9:30 - 9:50
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ConnectWise Company Update
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9:50 - 10:30
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ConnectWise Business Suite Release Update
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10:30 - 11:00
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Break
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11:00 - 12:30
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General Session: Guest Speaker- Gary Pica: Reducing Reactive Noise What would happen if you could reduce reactive support time in your business? You would have the time to build stronger business relationships with clients, spend more time focused on sales, make more money and your entire team would be happier. During this session, you will learn a method to assess your total reactive time relative to other providers and develop a plan to lower reactive tickets and time. Our presenter Gary Pica is considered the industry leader in helping MSP's improve their profitability increasing recurring revenue
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12:30 - 1:45
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Networking Lunch
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Afternoon Breakouts Sessions: Create your day!
You have the opportunity to choose which afternoon breakout sessions you’d like to see. Get in on some ConnectWise training, hear from fellow partners or participate in some open discussion and networking with peers. Sessions available range from 101, 201 and 301 levels and offer a variety of different topics. You’re not stuck in one track and you get to choose the sessions you want to see.
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1:45 - 2:45
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Round 1 Sessions
101 level: Setup Foundations: SLAs
Service Level Agreements (SLA) can be promised to customers, but without effective tracking, can be hard to deliver. Join this session to review the setup of SLAs including building SLAs, and how to associate them to the correct customers. We’ll provide a brief review of reports, and Workflow Rules to help ensure these SLAs aren’t being breached!
201 level: KPIs for a Service Manager
Key Performance Indicators (KPI) are extremely helpful in measuring and achieving success. With that in mind, we’ll discuss key metrics to look out for to ensure a successful service team- including a look at Labor Analysis, how many tickets are resolved, SLA metrics, and Survey scores! In addition to discussing them, we’ll walk through extracting this information out of ConnectWise!
301 level: Guest Speaker- Gary Pica: The Impact of Delivery on Sales
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2:45 - 3:15
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Transition/ Break
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3:15 - 4:15
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Round 2 Sessions
101 level: Dispatching in Your Organization
When dispatching is done correctly, it can be very effective, and lead to more efficiency. This session will discuss the importance of processing your tickets properly. This includes a look at the service ticket fields like type, agreement and even the summary line. You’ll also get an in-depth look at the Dispatch Portal, and learn how to seamlessly navigate it. The best part – we’ll provide tips & tricks along the way!
201 level: Smart SLA's: Simple, Consistent, Visible
Furthering the SLA Setup Session, this breakout will dive deeper into implementing and managing SLAs. There will be opportunities for discussion about what service enhancements our customers want, and ideas around pricing aggressive SLAs. You’ll leave this session with ConnectWise tools that will help you successfully implement and sell SLAs.
301 level: Partner Led Open Discussion
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4:15 - 4:30
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Wrap Up
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4:30 - 5:45
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Optional:Service Automation Session
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Meet your ConnectWise team:
Amy Hodge, Alison Hassard, Topher Barrow, Frank Boyden and Bob Baker
**PLEASE NOTE: Registered for the user group and now you can’t make it? We won’t take it personally; just send an email to UserGroups@ConnectWise.com to let us know! This user group meeting is made available at no cost to you. If for any reason you cannot attend the event, please notify us of your cancellation three (3) or more business days before the meeting. In all other cases, a cancellation fee of $45 will be applied. This cancellation fee helps defray costs incurred by ConnectWise for unused event services. If you send someone in your place (swapout), no fee will be levied. Again, it’s easy to let us know if you can’t make it. Just send a note to UserGroups@ConnectWise.com.