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Under review

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

sahaka 3 weeks ago 0

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.