3 PSA Software Requirements for Effective Business Management

If you could revolutionize your business, be more efficient than ever before and do all this while improving your customer relationships, would you?

Author: Datto’s Joseph Rourke

Small to medium-sized businesses (SMBs) around the globe have an ever-increasing need for IT services, and managed service providers (MSPs) are answering the call. As MSPs take on more clients, there is a constant balancing act between accommodating customer needs, efficiently managing their business, and increasing profits. Finding and utilizing the right Professional Services Automation tool (PSA) can bring your business to new heights.

Below are three aspects you should look for in every Professional Services Automation tool:

1. The Ability to Unify People, Process, and Data: A PSA serves as a central hub for any MSP or technology service provider. Such a tool must integrate with all of the critical applications that an MSP needs to run their business, providing full visibility into customers, internal operations and profitability. Purpose-built for MSPs, a PSA should have a user experience that is optimal for unique workflows and business processes and should be able to manage and serve your:

  • Service Desk , Tech Scheduling and Service Delivery
  • Customer Relationship Management
  • Tech Scheduling & Resource Management (CRM)
  • Contracts, SLA’s, Time and Billing
  • Project and Resource Management
  • *A unified Remote Monitoring Management system, when integrated with your PSA, allows you to accelerate IT service delivery, enhance operating efficiencies, drive revenue growth, and deliver better customer experiences.

 2. Metric Tracking and Customizable Reporting: If you do not currently measure your Key Performance Indicators, then the right PSA can help. PSAs provide powerful analytics and insights that enable you to view your business from every angle: problems, assets, and opportunities. An effective PSA will give you visibility into various aspects of your business including ticket backlog, service level agreement compliance, resource utilization, client satisfaction, and many more. These data points can help you make the best decisions for your business.

3. Infrastructure and Security: Your PSA platform will become the backbone of your business. This mission-critical platform depends on having minimal downtown and maximum performance. It should be continuously monitored with state-of-the-art, worldwide support that is updated and augmented.

A Professional Services Automation tool can revolutionize how your team works, boost your productivity and response times, maximize customer satisfaction and lead to business growth. As you search for the product that best fits your needs remember to use the above as guidelines and check out our eBook, The PSA Buyer’s Guide, for more details on how to choose the perfect Professional Services Automation tool for your business.

Joseph Rourke is director of product management at Datto Inc. Read more Datto blogs here.

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1 Comment


    Jim Barnet:

    I think Joseph makes some great points.

    One of the often overlooked benefits of PSA software for a growing IT/MSP solution provider, is that good PSA Software allows them to get a better handle on where their profitability is coming from.

    Top line revenue growth doesn’t fund future growth, profitability/margin funds future growth.

    Good PSA software will help an IT/MSP solution provider get better visibility into things like; who their most profitable customer is, what services/solution mix caused them to be their most profitable customer, what are their most profitable types of Managed Service Contracts, professional services, etc.,.

    This allows a growing IT/MSP solution provider to make faster course corrections and better growth investment decisions.

    Operational efficiency and productivity are key things that PSA software automates and measures, but profitability is what ensures that the business continues to grow successfully. By tying all the operational data together in one solution and database, good PSA software can provide that profitability visibility.

    Great article Joseph, thanks for sharing.

    Jim Barnet
    Promys PSA
    Director Sales & Marketing
    Tel: 905-847-6539, ext. 2972
    [email protected]
    t: @PROMYS_PSA

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