When a customer calls, they do not usually have a new problem. They often have a problem that has been seen before but requires steps from a technician to resolve. How many of these things can be automated? Many daily help desk requests, like account unlocking or password resets, can be automated from within a remote management platform or with a self-service tool for end users. Anything that reduces the time to resolution drives greater satisfaction with the client and makes the technician more efficient and therefore more profitable.
Proactive automations can come from two places. The first is in response to a reactive request. Sometimes repeat requests come from a root cause. If that root cause can be remediated by a routine scheduled task rather than technician intervention every time it occurs, that is a win-win for both client and MSP.
The second source of proactive automation is checklists and maintenance schedules. Some of these are one-time actions and others are executed on a recurring basis. One-time actions like device deployment or user creation can be created to speed up onboarding and reduce errors due to human interaction. Automating maintenance schedules ensures those schedules do not get missed and that human errors do not creep into the process.
Your RMM tool is one of the most valuable tools in any IT service provider’s arsenal. It does a great job of letting you know when things go wrong. What if it could also fix problems automatically? That is where self-healing comes in. Setting up tasks that can be triggered to remediate issues when an alert is received can save technicians hours of time every month. The most common example of this is disk space alerts: when an alert is received indicating that a device is running out of space, it triggers a cleanup task that attempts to clear out things like temp files to recover enough disk space to bring it back under the alert threshold. Many things can be handled in this same way.
When looking for what to automate, your PSA tool can be very useful. Look at your most frequent tickets and see if there is any automation you can build around those to speed up resolution and reduce technician time. Likewise, run reports in your RMM tool to determine your most frequent alerts and build self-healing tasks to try and resolve them automatically. In these ways you are focusing on automating the issues that occur most often in your business, drive down customer satisfaction, or steal valuable time from your techs.
Eric Anthony is principal of customer experience at SolarWinds MSP. Before joining SolarWinds, Eric ran his own managed services provider business for over six years.
You can follow Eric on Twitter@EricAnthonyMSP