About Insights
We didn't want to create a product that just looks good on paper, from the get-go we've worked hand-in-hand with IT engineers "on the front line" to get continuous feedback and constantly grow, improve and streamline our system based on their suggestions and what actually helps them perform their jobs better.
The most important asset your engineers have is time, and so we created Insights based around a few core concepts:
Reduction in escalations
We aim to help first-line techs solve second-line problems, freeing up more time for your higher-tier engineers. We use AI to analyse and suggest potential fixes to problems.
Availability of information
We put information at the fingertips of your engineers, right inside your ConnectWise support tickets, presenting related previous tickets and providing search features that surpass ConnectWise's built in offering.
Enhancement of communication
The interactions your clients have with engineers often serve as their primary touch-point. Therefore, we use AI to equip your team to consistently deliver clear and well-articulated updates, regardless of their individual communication proficiency or mastery of the English language.
Insights was founded by two industry insiders: Mark Pennington, who currently runs an MSP, and Dave Coleman, a former MSP owner whose business was later acquired by Mark.
Intrigued by the transformative wave of AI advancements, they channelled their passion for technology to address the prevalent challenges encountered by IT support engineers.
The outcome is a system meticulously crafted to aid technicians, recognizing that every minute saved on an individual ticket translates to significant cumulative time savings.
Insights' products and business practices reflect the rich amalgamation of their expertise in both business and the IT realm, yielding a sleek and nimble product that genuinely benefits its users.