The early stages of growth within a managed service provider (MSP) business can lead to a number of challenges, not least how you manage your enquiries and the resulting workload. While many MSPs start off simply logging call outs and issues using a dedicated inbox and spreadsheet, that solution—as many of you know—is not scalable and quickly becomes unworkable.
We’ve written about why businesses need a professional services automation (PSA) system, but here I want to focus on what happens further upstream. Anyone that has struggled with trying to scale up from the inbox/spreadsheet combination will know the next logical step in MSP growth often leads to the deployment of free PSA tools, such as free versions of products like FreshDesk® or RepairDesk™. While these may be lightweight products that enable you to get the job done as you grow and invest in your business in other ways, they are just there to help you get through a phase in your business’ growth.
Understanding the need for a ticketing system is not the issue, instead the problem is that if you continue to rely on multiple packages doing different jobs—albeit effectively—you’re going to run into bigger problems down the line.
Managing time and tickets isn’t enough. You need to be able to manage how you charge, manage your customer relationships, manage documentation, and manage the knowledge within your business. As you grow, operating your business with a number of different pieces of software that don’t talk to each other will remove any efficiencies you might have gained from deploying a PSA tool in the first place.
Disparate, unconnected systems mean multiple data entry points. For example, if you have a documentation system, a ticketing system, and a remote management and monitoring platform, you need to manually enter data into each system—a requirement that is both prone to error and time-consuming—using time that could be better spent running and expanding your business. In short, you’re back to the bad old days of your business running you, instead of you running your business.
This is why you need a fully integrated platform.
With SolarWinds® RMM, everything is tied together: once you have installed the RMM agent onto a device, everything is pushed over to MSP Manager™. Tickets are logged automatically against that device, documentation is logged against that device, notes are logged against that device, and everything is clean, accurate, and efficient. All your processes and data are consolidated into an integrated, single-pane-of-glass experience where all your systems are talking to each other.
Now you’re solving the problem of efficiency in a meaningful way! You can optimize your workflow across products, using data in ways that will help you save time, reduce set-up costs, automate deployment, and empower your integration efforts. Plus, our out-of-the-box wizard will have you up and running typically in minutes, not days, as other PSA solutions often require.
And with RMM, things are only going to get better. Over the past several months, we’ve been working hard to make MSP Manager simpler, more powerful, indispensably mobile, and now fully integrated with SolarWinds RMM.
Here’s what you get:
Easy Five-Step Onboarding
Automatic Synchronization of Assets
Automatically or Manually Generate Tickets from Any Outage
When an important monitoring Alert is generated, the first action is often generating or updating of a ticket. With a combined SolarWinds RMM + MSP Manager solution, you can now:
Take Control Right from the Ticket
To make resolving issues even easier, our new integration grants you remote access into your customer systems with the click of a button. Access the end device right from the ticket or asset using the Take Control feature powered by MSP Anywhere™.
Automatically Bill Customers Based on Device Count
Automate your flat-fee service billing to help ensure you are not short-changing yourself or your customer. In MSP Manager, you can now base your quantity billed on the number of assets of a given class.
If you’re not already using RMM and MSP Manager as part of your business, click here to get started today.