WCAtech monitors client environments continuously. As the organization’s managed services operation expanded, so did the volume of signals generated by infrastructure and remote monitoring tools — all flowing into ConnectWise Manage, the platform their engineering team uses to track and resolve service incidents.
High Signal Volume
Between 40,000 and 60,000 monitoring signals required evaluation and routing every month as the MSP business scaled.
Unreliable Third-Party Routing
A third-party call service introduced gaps — alerts did not consistently reach the right engineer, and escalation was unreliable.
Manual Coordination Overhead
Manual workarounds to compensate for routing failures extended response times and put client SLAs at risk.
ConnectWise Integration Required
WCAtech needed native integration with ConnectWise Manage to consolidate routing, escalation, and on-call control.
In 2024, WCAtech implemented AlertOps to automate incident routing and on-call escalation within their existing ConnectWise environment — replacing the third-party call service in full and consolidating schedule and escalation control in one system.
ConnectWise-Native Routing
AlertOps processes inbound signals directly from ConnectWise Manage and routes incidents to the correct on-call engineer.
Deduplication & Correlation
Dedup rules, automated workflows, and escalation policies determine which events require action and which are absorbed as noise.
Multi-Channel Notifications
Engineers receive alerts via mobile push, email, and Microsoft Teams — with auto-escalation if unacknowledged.
Consolidated On-Call Management
The third-party call service was replaced in full; schedules, escalation policies, and workflows are administered inside AlertOps.
“AlertOps processes 40,000–60,000 monitoring signals each month and surfaces roughly 4,000 actionable alerts — every ConnectWise incident routed automatically to the right on-call engineer.”
— WCAtech, Managed IT Services
AlertOps processes the full monthly volume of 40,000–60,000 signals, correlates events, eliminates duplicates, and surfaces approximately 4,000 actionable alerts. The engineering team directs response capacity toward incidents that require attention rather than noise.
~90% Noise Reduction
60K monthly signals filtered down to ~4K actionable alerts so engineers focus on incidents that need them.
Automated ConnectWise Routing
Every ConnectWise incident is routed to the right engineer on active schedules — with automatic escalation on no-ack.
Consistent Coverage, 15 Engineers
A 15-person on-call team now operates from one centrally managed system, with no manual escalation gaps.
AlertOps continues to support WCAtech’s incident operations as their client base grows. For any MSP relying on ConnectWise and managing on-call coverage manually or through a third-party call service, AlertOps can automate routing, reduce noise, and give your engineering team back the time and focus to deliver on client commitments.
~90%
Alert Noise Reduction
60K+
Signals Processed Monthly
4,000+
Actionable Alerts Routed
15
On-Call Engineers
Industry
Managed IT Services
Size
Mid-Sized
Integration
ConnectWise Manage
Migrated From
Third-Party Call Service
Products Used
Incident Management
On-Call Scheduling
Escalations
Workflows
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