Streamline Tech Resolves Tickets 40% Faster
How a 15-employee IT services company replaced a bloated PSA and disconnected accounting with one platform — and dramatically cut resolution times.
The Challenge
Streamline Tech served 85 managed services clients with a 15-person team, but ConnectWise had become a bloated nightmare. Ticket routing was slow, the interface overwhelmed technicians, and QuickBooks sat in its own silo for billing — requiring hours of monthly reconciliation.
SLA breaches were climbing because tickets weren't escalated on time. Technicians spent more time navigating ConnectWise's complex UI than actually solving problems, and the billing team had no way to tie hours directly to invoices without manual effort.
- SLA breaches increasing due to slow ticket escalation
- Technicians slowed by overly complex PSA interface
- Monthly billing reconciliation taking 10+ hours
- No visibility into technician utilization or workload balance
The Solution
Streamline Tech migrated to Dewx over three weeks, phasing in ticketing first, then client communication, and finally billing automation.
CX Hub — Smart Ticketing
AI-powered ticket routing, auto-escalation based on SLA timers, and priority-based queue management.
Portal — Client Updates
Clients track ticket status in real time and communicate directly with technicians through one portal.
OPS Hub — Automated Billing
Time entries auto-linked to tickets with one-click invoice generation for managed services contracts.
Dew AI — Ticket Summaries
AI-generated ticket summaries and knowledge base articles from resolved issues.
The Results
40%
Faster average ticket resolution
90%
SLA compliance (up from 72%)
10 hrs
Saved monthly on billing reconciliation
2 → 1
Tools consolidated into Dewx
Timeline
Migrated ticket history and configured CX Hub routing rules, SLA timers, and escalation paths.
Launched client Portal for real-time ticket tracking and direct technician communication.
Connected OPS Hub billing; activated Dew AI for ticket summaries and KB generation.
Measured 40% faster resolution times and 90% SLA compliance.
“ConnectWise was supposed to be our command center, but it turned into a bottleneck. Dewx gave us the simplicity our techs needed and the automation our SLAs demanded. Resolution times dropped 40% in the first quarter.”
Features That Made the Difference
Smart Ticketing
AI-powered routing with SLA-based escalation.
Client Portal
Real-time ticket tracking and direct comms.
Automated Billing
Time entries auto-linked to managed service invoices.
AI Ticket Summaries
Auto-generated summaries and KB articles.
Technician Utilization
Workload balancing and capacity tracking.
SLA Dashboard
Real-time compliance monitoring across all clients.
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