Integrations between PSA (professional services automation) software and popular cloud applications continue to emerge.
Among the examples:
- Google G-Suite: VOGSY earlier this year started promoting a mobile ERP and PSA solution that integrates tightly with Google G Suite.
- Salesforce CRM: Multiple PSA tools -- including FinancialForce, Kimble Applications and Krow Software -- closely align with Salesforce's cloud applications.
- Office 365: Progressus PSA designed its platform to work tightly with Microsoft Office 365, and the most recent enhancements surfaced this month.
Progressus PSA, a SaaS solution, is built on Microsoft Dynamics 365 Business Central and native to the Microsoft Intelligent Cloud. According to the company, this enables people to customize their experience and work natively in Outlook, mobile apps, or a web client. The platform supports automated business processes across CRM, ERP, and PSA functionality, Microsoft PowerBI, Microsoft SharePoint, Microsoft Office 365, plus other Dynamics 365 and Azure-hosted apps without code or integration.
PSA Software and Office 365 Integration: Potential Benefits
I'm an MSP service desk veteran. Based on my experience, I believe PSA integration with Office 365 could deliver the following potential benefits.
1. Gained Efficiency
When PSA platforms are not integrated with productivity solutions it could potentially lead to more work on the documentation side. With integration, actions that happen on one platform can be recorded in the other automatically, preventing double entries and busy work. There is also the potential for more streamlined work processes, which also can increase efficiency and productivity for employees.
2. Better Reporting
Analysis across platforms is usually segmented in a way that makes it difficult to see when one event affects the other. With integration, reports can be combined automatically to offer a more complete picture of the data it has collected. These data-rich reports can help bring change to processes that could be outdated and show where improvements within the company can be made.
3. Customer Satisfaction
It is so frustrating when you enter your customer number into a voicemail system, only to be asked for your customer number again once someone picks up the phone. What was the point of the first query? Does that data even go somewhere? When systems have integration, those types of duplicate efforts could be eliminated. Employees that are able to see the whole picture of a customer's interaction can offer greater assistance even if they haven't personally worked with the customer before. Having the necessary information at the fingertips of a sales agent or technician can help customers feel cared about and leave them feeling positive about the interaction.
4. Profitability
All of the previous benefits can funnel directly into higher profits. Happier customers will continue to be customers, and may even bring in additional customers as they speak highly of your business. Better reporting can help you see where your operations can improve, which definitely affects the bottom line. Gained efficiency will help your employees work quickly, which can help you operate at a lower staffing level, which also leads to profitability.
Not only will all of these help your profit margins, but integration can also help profits by allowing you to ensure you aren't missing any billable sales or hours. It can also help close contract deals as the process becomes more streamlined.
As more PSA platforms offer integration with popular productivity and business suites, it will be interesting to see if they will continue to be exclusive to one platform, or if they will branch out and offer support for Office 365, G Suite, Salesforce and more.
