Request for Dedicated iOS Application and Enhanced Mobile Experience for ConnectWise CAM

The current mobile experience for ConnectWise CAM is suboptimal, leading to frequent cancellations of user requests. Technicians face significant delays when responding to alerts due to the following issues:

1. Inefficient Workflow:
   • Alerts received via Teams or Slack require multiple steps: tapping the alert link, which opens Safari to the ConnectWise Control instance, followed by logging in through SSO and MFA. This process is time-consuming and often results in the end-user canceling the request before the technician can respond.
2. Lack of Clear Notifications:
   • Alerts from CAM are indistinguishable from regular messages in Teams or Slack, making it difficult for technicians to prioritize and respond promptly.
3. Poor User Communication:
   • End-users are not adequately informed about the status of their requests, leading to impatience and cancellations.

Proposed Solutions:

1. Develop a Dedicated iOS App for ConnectWise CAM:
   • Streamlined Access: An app would allow technicians to receive and respond to alerts directly, bypassing the need for web browsers and reducing login times.
   • Push Notifications: Implementing push notifications would ensure that technicians are immediately aware of new alerts, improving response times.
   • Integrated Workflow: Features such as one-tap approvals or rejections, and quick access to relevant machine information, would enhance efficiency.
2. Enhance the Existing ConnectWise Control App:
   • Performance Improvements: Optimize the app to reduce load times and improve responsiveness.
   • User Interface Overhaul: Redesign the interface to be more intuitive and user-friendly, minimizing the learning curve for technicians. Right now, except for the components used when connecting to a machine, it is basically a web browser shell
   • Persistent Login Sessions: Implement secure methods to maintain user sessions, reducing the frequency of re-authentication.
3. Improve Alert Differentiation and User Communication:
   • Distinctive Alerts: Customize notifications in Teams or Slack to clearly indicate CAM alerts, perhaps through unique icons or prefixes.
   • End-User Feedback Mechanism: Provide end-users with real-time updates on the status of their requests, such as a timer indicating that a technician is working on their issue, to reduce cancellations.

Comparative Insight:

AutoElevate, despite its shortcomings, offers a dedicated application that facilitates quicker responses and better communication with end-users. Adopting a similar approach could significantly enhance the technician and end-user experience within the ConnectWise ecosystem.

Conclusion:

Implementing these enhancements would address the current inefficiencies in mobile workflows, improve communication between technicians and end-users, and ultimately lead to higher satisfaction and reduced cancellation rates.