Very often a PSA is only used as a half-hearted ticketing system: in some cases its nothing more than a collection of spreadsheets.
Those MSPs are missing a huge opportunity to increase the quality of service they provide to their clients. While often mooted it is not very easy to demonstrate a direct link between service quality, customer satisfaction, and a healthy bottom line.
And this is the second lost opportunity from a PSA that hasn’t been fully deployed and utilised. Many MSPs have little in the way of concrete knowledge about profitability nor the work generated by their clients. Remember the old saying: if you can’t measure it, you can’t manage it.
With the right third party tools, most of an MSP’s operations can be linked and automated… billing and invoicing is a great example.
A lot of the time, companies in our industry can’t be certain whether all the chargeable work is billed accurately; often the information on T&M resides solely in the heads of engineers and account managers. A fully utilised PSA system will invoice accurately and efficiently without manual calculations and consequent billing delays.
At Air-MSP consultancy, our purpose is to help businesses in our industry to excel through streamlining and full PSA implementation. Having learnt the hard way with Air-IT, we can guide other MSPs down the thorny path to those huge gains in efficiency, quality, profitability, great CSAT scores and, ultimately, growth and success.
We’ve put together a white paper that goes into more detail around the methods and concepts we apply.
To find out more, please fill out the form below to download your copy.