When Ntiva acquired The Purple Guys (TPG), it wasn’t just a merger—it was a strategic transformation designed to unify systems, processes, and people under a single operational framework.
Hundreds of employees, a mountain of legacy data, and ten prior integrations rolled into one. The goal? Seamlessly integrate everything into a cohesive operational engine—without disrupting the people or clients who relied on it daily.
What followed wasn’t just a successful PSA migration—it was a masterclass in collaboration, leadership, flexibility, and resilience. At the heart of it all was Rui Chow, Ntiva’s VP of Integrations, who led the project not as a command-and-control figure, but as a connector, facilitator, and champion of doing things the right way.
Meet Rui: From Service Desk to Systems Strategist
Before leading one of the largest ConnectWise-to-ConnectWise Manage migrations in recent memory, Rui Chow was on the front lines of the MSP world.
“I started in 2010 at the service desk—literally working out of a closet,” he said.
Over the years, Rui wore nearly every hat in the business: tickets, projects, escalations, account management, and eventually Director of Technology at a legacy MSP acquired by Ntiva in 2021.
That acquisition gave Rui his first experience on the inside of a systems integration—and it sparked something.
“I started to see how everything connects. Not just the tools, but the people, the processes, the decisions. It became clear we needed to do more to make those transitions smoother—for our teams and our clients.”
Soon after, Rui stepped into a dedicated integrations role, building on Ntiva’s already robust playbook for merging systems, aligning teams, and creating consistently excellent client experiences across a growing portfolio.
“They Didn’t Ask to Be Part of an Integration”
That quote from Rui set the tone for the entire project.
While the headlines might be about platforms, cutovers, and data mapping, the reality is that integrations affect people first. Ntiva’s goal was straightforward but powerful: make the transition feel as seamless as possible for team members and clients.
“That moment, for a lot of people, shatters their world. Our job is to put on our kid gloves and do no harm.”
A Collaborative Effort Across the Company
From day one, Ntiva knew this migration wouldn’t be business as usual. TPG brought with them a sprawling legacy environment—shaped by years of high-touch service across multiple states.
The migration required more than just tools and timelines. It demanded coordination, expertise, and an all-hands-on-deck mentality.
“We probably had around 60 people working with us daily on the migration,” Rui recalled.
“But the real heroes were those who weren’t in the room—our support teams who kept the business running smoothly and continued to provide excellent service to clients.”
Making the Hard Things Simple (and the Simple Things Smart)
The project plan was meticulous: over 2,000 tasks tracked in DealRoom, and a detailed Excel map of every configuration, service board, agreement, and project type ever used in TPG’s PSA.
But what made it all work wasn’t just the tools—it was the people.
Consultants from New Life Development, NexNow, and Pivotal Crew brought institutional knowledge and systems expertise. Their guidance was critical to maintaining clarity and progress throughout the integration.
Structured Decision-Making, Flexible Mindset
One of the key success factors was clarity around decision-making. Rui didn’t act as the final authority—he brought the right people together and empowered them with the data needed to make sound decisions.
“My role was to create space for collaboration,” he said.
“We don’t always make the perfect decision, but we make the best decision we can at the time—and we continuously improve from there.”
Managing Change with Empathy
While the default approach was to align TPG’s processes with Ntiva’s standards, the team remained open to adapting where it made sense. In many cases, TPG’s processes were incorporated into Ntiva’s playbook.
“TPG does a lot of things really well. This wasn’t just about bringing them into our way—it was about challenging our own assumptions and learning from their expertise.”
Communication and Training: Keeping Everyone in the Loop
Ntiva approached communication with care—clear, transparent, and frequent. From pre-migration updates to weekend support plans and dedicated SharePoint hubs, the team ensured employees and clients were informed at every step.
“At times, it felt like we were communicating too much, but we made a conscious decision to err on the side of overcommunicating.”
Cutover Weekend: Preparation Meets Execution
Thanks to preparation and teamwork, the first Monday post-migration was smooth. Issues were minimal, and the team’s readiness ensured disruptions were addressed quickly.
“We had some questions and a few surprises,” Rui said. “But nothing our teams couldn’t handle.”
A Platform for Growth
Within a year from closing the deal for this monumental merger, Ntiva now operates within a unified PSA environment. The benefits are clear: better visibility, streamlined service delivery, and new opportunities to scale.
Lessons Learned
Rui’s advice for others facing similar integrations?
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Identify decision-makers early
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Map your data meticulously
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Plan well but be ready to pivot
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Involve more people than you think you need
“This kind of work requires more than just technical expertise,” he said.
“It requires commitment to the process with regular weekly working sessions and check-ins, trust in each other to execute, and collaboration at every level with feedback loops.
As we approached the 30-day mark, we instituted additional feedback loops for positive confirmation from each team that they were ready or not. Any potential issues raised were prioritized for resolution by all stakeholders.”
The project wasn’t just about unifying systems. It was about building something stronger—together.
Final Reflections
Reflecting on the experience, Rui emphasized that the success of the project wasn’t just measured by technical milestones—but by the people involved.
“I get a little emotional thinking about the dedication everyone poured into this effort,” he said.
“It’s not just about systems and processes—it’s about people coming together to achieve something extraordinary.”
Ready to Tackle Your Own PSA Migration?
If you’re planning a ConnectWise PSA migration and want expert guidance to make it smooth, strategic, and scalable—reach out to our team to learn how we can help.