Cognition360 + ConnectWise PSA

ConnectWise PSA (formerly ConnectWise Manage) is a professional services automation software platform designed to streamline and enhance the operational efficiency of Managed Service Providers (MSPs). It integrates several core MSP business processes, such as ticketing, project management, billing, and customer relationship management (CRM) into a single solution. With ConnectWise PSA, MSPs can centralize service requests, automate workflows, and track time and expenses accurately, enabling them to manage client accounts more effectively. ConnectWise PSA is the most widely used PSA tool amongst ScalePad partners.

MSPs often joke that, “If it’s not in PSA, it didn’t happen,” and ScalePad Cognition360 is built to analyze what happened and predict what will happen next time if different decisions aren’t made. The trove of data buried in thousands or millions of ConnectWise PSA tickets from your MSP is pulled into Cognition360, providing you with deep analysis with no load on your production server.

Cognition360 is built specifically to transforms MSPs using ConnectWise PSA into data-driven powerhouses, providing real answers to questions that keep mature MSPs up at night:

1. Are you certain you’re consistently meeting margin targets on every client agreement? How does this change over time?
2. Where are you winning or losing profitability-wise on client work outside of your agreements – on projects, add-ons, or time-and-materials one-offs?
3. How do you strike the right balance between tickets and labor to be efficient and profitable? Can you predict when to hire when you take on new clients, or what your slack capacity might be if you encourage a client to move on?
4. Operationally, how can you get to the root cause of why certain clients are noisy and cut repeating issues?
5. Why does it take so long to pull financial and operational metrics for peer groups or board meetings?

Integration with ConnectWise PSA is one of the first steps on our onboarding process as you get started – it’s literally Step 2a for Cloud or 2b for on-prem. Cognition360 integrates both seamlessly, regardless of which version of ConnectWise PSA you're running or where it's hosted.

ConnectWise requires that Cognition360 is authorized to access your hosted cloud data. To do this, we collect three pieces of technical information on this secure form and coordinate directly with ConnectWise on next steps.

1. Official Company Name Listed with ConnectWise
2. URL of the ConnectWise Manage Server https://na.myconnectwise.net for North America
3. https://eu.myconnectwise.net in the EU
4. https://aus.myconnectwise.net in APAC
5. https://za.myconnectwise.net in South Africa
6. Company Name Listed on the ConnectWise Login

Learn more about the Cognition360-ConnectWise Manage integration process in our step-by-step guide.