Everyday Run State: ConnectWise Edition

🎾Your Ops Process Needs a Tennis Court

Author

Monica Ozaruk
April 23, 2025

Ever heard the story of how McDonald’s founders mapped out their kitchen on a tennis court?
They drew everything in chalk—fryers, drink stations, prep counters—and had the team walk the process. Literally. They watched where people bumped into each other, spun in circles, or wasted steps.

That story lives in my head rent-free. It’s my Roman Empire.

Why? Because it's the clearest visual I've ever seen of what most of us are missing today: the ability to see our processes.

But Now? We’re All Remote

The digital shift has done a lot of great things…
…but it’s also made our “kitchen” invisible.

Especially in tools like ConnectWise, where quote-to-cash processes can buried across Boards, Modules, and Email threads.
We’ve lost our tennis court.
And with it, we’ve lost our ability to spot the bump points—those moments where productivity drops, handoffs get fumbled, or tickets vanish into the Service Board void.

And let’s be honest:
You do not want to be the tech picking up the phone from a confused client about a ticket that died somewhere in your system.

Here's What I Do Instead

When I do an intake call with a new client, I’m always thinking about that chalk outline.

Every problem they describe? I mentally rewind and fast-forward around it:

  • What happens right before this ticket stalls?

  • What happens right after a PO goes missing?

  • Who’s turning in circles waiting for someone to just… move?

🕐 Try This Today (5 Minutes)

Sketch your tennis court.

  • Pick one process—maybe a ticket that didn’t get resolved, or a delayed invoice.

  • Open up your whiteboard, Notion, napkin, whatever.

  • Draw the steps. Each one a box.

  • Now… draw the handoffs. What happened right before the issue? Where does it go next? Who touches it?

👉 Look for the “bump zones.”
Too many people? Too few? Waiting on approvals? Data missing from the item?
Once you spot it—you can fix it.

✉️ Want help mapping your ConnectWise workflow like a fast food mogul?
Book a call with me, and let’s lay out your version of the tennis court.