Automation brings multiple benefits to a business. Not only can it improve efficiency, it can also boost the consistency and quality of a service. Plus, it helps employees avoid mundane, manual tasks and gives them space to focus on higher-value projects (and perhaps take on more customers).
While your remote monitoring and management (RMM) platform likely includes some automation tools, your IT support tools should also help you automate processes.
4/ Can you collaborate
IT service businesses are rarely solo shows. MSPs usually have a mixture of employees to get the job done. Some are senior, some are junior. Some are specialists, some are generalists.
Even if you don’t currently have a large team with diverse skillsets, you likely will as your business grows. Your IT support software should help you make the most of this dynamic.
5/ Make sure you can work on the move
Device issues and outages don’t respect business hours. Yet customers pay you to handle problems, even if you’re out at dinner or watching a basketball game. So frankly, there’s no excuse for IT support tools that don’t give you an exceptional mobile experience. It may not be the first thing you think to check when you sign up for a trial, but we highly recommend testing out the mobile app before you buy.
6/ Ensure you’re flexible
No two MSPs are exactly alike. How you set up your business depends on multiple factors, including your company size, your customers and their needs, and your current infrastructure. You need to look for tools, especially a service desk, that can support the way you do business.
7/ Minimize administrative tasks
Technicians are great at fixing technology problems—which is why you want them spending more of their time doing that than writing up notes, logging expenses, and accounting for their time. While important, if you can minimize the amount of time they spend on this admin work, then you can get them back to doing what they do best. Not only does reducing this kind of “paperwork” give your techs more time to focus on their core job, but it also improves your service quality and billing accuracy.
Like any good relationship, the customer/technician relationship relies on a firm foundation of strong communication. Besides being problem solvers, technicians also play the roles of educators and advisors. Your tools should make it easy for customers to reach you and for technicians to fix problems from afar. This can be particularly important for remote access tools.
Technicians pretty much live in their support software. You may be tempted to use free or open source tools. While this seems like it’ll save you money, it can harm your business in the long run. Choosing brand-name tools can help you improve efficiency, cut costs, and take on a larger customer base. When you’re shopping for IT support tools like remote access or service desk software, make sure to think about how easy they will make your team’s lives. In other words, don’t just buy based on the car’s features—buy based on how well it drives.