ConnectWise Boosts MSP Toolset With Documentation Buy

The ConnectWise acquisition of ITBoost follows Kaseya’s announcement in December that they had purchased popular documentation tool IT Glue, and SolarWinds MSP’s April buy of documentation solution Passportal.

ConnectWise ramped up the MSP platform arms race when CEO Jason Magee announced that -- in addition to acquiring Continuum -- his company bought ITBoost, the maker of a documentation tool that standardizes a solution provider’s customer information across the business.

Financial terms of the deal were not disclosed.

“This will make sure that all of your important information, be it playbooks, best practices, where that client specific information is captured and documented and not in someone’s head, minimizing your risk of exposure,” Magee said at IT Nation when he announced the acquisition. “If you have two techs supporting that customer, they’re going to be able to do it consistently, providing the consistent service delivery and support to that customer, and making sure that customer has that same experience, time and time again.”

The acquisition follows Kaseya’s announcement in December that it had purchased popular documentation tool maker IT Glue, and SolarWinds MSP’s April buy of documentation solution Passportal. By adding ITBoost, along with Continuum, ConnectWise is working to deliver a one-stop delivery system of tools and services that their partners once had to buy separately.

Matthew Hildebrandt, chief operations officer with StrataDefense, a Wisconsin-based MSP and ConnectWise Partner said documentation is a must-have tool for MSPs in today’s market.

“Eighty percent of your work, is stuff you do all the time, then 20 percent has those idiosyncrasies that you have to document because you may not touch it but once a quarter or once a year,” he said. “My team has found some tools that work for us right now, but always have to keep your eyes open for something that can streamline. If you can increase operational efficiency, that’s huge. Keep our team doing the work that is adding value to the clients, and not the stuff that is just behind the scenes busy work.”

Founded in 2016 and with U.S. headquarters in Dallas, ITBoost CEO Ali Peracha said that his tool can do just that by giving every tech the same insights into the end customer and reducing the time taken by the administrative tasks.

“It’s a single pane of glass IT documentation system that brings everything all together that you guys do everyday,” he said. “It makes you and your techs more efficient and more productive. By having customers dashboard screens, which are intuitive, I call them ‘sexy dashboards’ it makes your client data more structured and more standardized so you can get to it more easily, and you can search it more easily.”