Tickets, bugs, invoices, project statuses, client communications, dashboards, metrics, sales… these are just a few of the many important aspects a successful MSP must monitor. Now imagine creating individual spreadsheets to track each of these aspects or signing up for multiple SaaS platforms, constantly logging in just to get a quick overview.
Time is too precious, especially when dealing with the health status of a client’s infrastructure. Instead, most MSPs opt for Professional Service Automation (PSA) and Remote Monitoring and Management (RMM) tools to make the job more efficient. But what exactly are these tools, and how can they improve your IT service business? In this article, we’ll cover the benefits of each and what to look for when selecting the best tool for your needs.
Professional Service Automation (PSA) software tackles the business process side of MSP work. Tools like ConnectWise and AutoTask streamline the aspects of work that aren’t the actual IT development and monitoring work. For example, this can cover sales, project management, and billing. A PSA platform pulls all these areas into a single platform so they can be kept up with and accomplished in an organized manner.
Implementing a PSA tool should make running your IT business easier. Centralizing and automating MSP's admin and management side reduces the time spent on these tasks while ensuring no important work falls through the cracks.
Some key benefits include:
Automating repetitive tasks and streamlining workflows into one platform allows the IT professional team to focus on high-value activities.
Instead of bouncing between multiple platforms and synthesizing data, IT professionals can quickly get a 360-degree view of operations, projects, and resources in real time.
A PSA's centralization and enhanced visibility make allocating and monitoring resources easier. This ensures the right people are always working on the right tasks while making it more straightforward to schedule future work.
Automated invoicing reduces billing errors while improving cash flow and client satisfaction. Setting triggers and workflows within the PSA also frees up mental bandwidth to focus on other tasks.
Synthesizing project management into one platform helps create more useful and insightful analytics reports without marrying metrics from multiple platforms. The IT professional team can then use the reports to make informed business decisions.
PSA tools should scale alongside company growth. This capability allows MSPs to manage growth as the business expands without any hassle or proportional increases in administrative overhead.
Better handling of client interactions and automated follow-ups lead to improved client satisfaction.
Though PSA software functionality overlaps between tools, each platform usually has a few key features that differ from others. When evaluating PSAs, consider the following features:
Look for a solution that's easy to use and requires minimal training. Different interfaces can make one feature more straightforward to use than another, so prioritizing what is most important and then finding a UI that improves that function can go a long way toward easing administrative burden.
Choose a PSA that integrates seamlessly with your existing tools, especially your RMM software. If the IT team already uses some built-in tools, see where the gaps are and if PSA can integrate with that platform. If not, plan to pick a PSA that can replace that functionality without causing a significant disruption to workflows.
Assess what features are available for project management. Does the PSA have the level of detail and operationality that would benefit the MSP? How does resource management integrate with the project management portion? These answers will identify what functionality is best for your MSP.
Some PSAs offer service desk options, ticketing management, and client relations features. It also can be an excellent resource for clients to log in and review help desk documents and materials. First, review what your company has and what it is willing to create to determine if these new features are beneficial. For example, if your MSP doesn’t have any client-facing support documents and doesn’t have the time to create them, then a client help desk might not be a needed feature.
Ensure the PSA can support your specific business processes and workflows. The customization options usually vary between different pricing tiers. Compare across platforms to see what suits your needs and is within budget.
Automated financial operations will simplify a lot of hassle and headaches. Billing clients promptly also encourages an excellent professional relationship. Letting the PSA run through designated workflows can ensure the MSP gets paid on time for work completed.
Remote Monitoring and Management (RMM) software like ConnectWise Automate and NinjaOne focus on adding efficiency to the service delivery side of the MSP business, particularly remote monitoring and management of MSP client IT systems. These tools assist with the creation and delivery of IT service operations. All RMM software lets an IT professional engage with the client’s remote IT infrastructure and gain real-time insights into its health and performance.
Using an RMM enhances an MSP’s ability to deliver IT services. Most platforms allow users to set automations to patch and neutralize these issues before they increase. Letting the RMM handle tasks autonomously can prevent overworking your team of IT professionals while maintaining client satisfaction.
Some key benefits include:
Detecting and resolving issues before they significantly impact client operations can reduce downtime and improve service quality. This is especially true when considering problems that arise after hours. Outages, for example, can occur after your IT team has clocked out for the day, so implementing a system to neutralize and repair issues autonomously is a significant benefit for MSPs.
Timely patching and configuration management can secure client environments across all managed devices and networks. This can include identifying and monitoring unauthorized network activity and creating tickets for troubleshooting scenarios.
Getting a quick overview of client health statuses from one dashboard provides faster response times and more reliable service, freeing up MSP resources. Most RMMs allow for PSA integration, making it a true ‘one-stop-shop’ solving most MSP needs.
RMMs provide detailed reports and analytics, which team members can use to optimize your service delivery and demonstrate value to clients. The reports also help provide insight into foundational KPIs and project progress.
RMM platforms must also provide easy scalability, just like PSAs. As a client or the MSP grows, it’s vital to ensure that increasing endpoints remain manageable without a proportional increase in labor costs.
RMMs help improve internal technical processes while keeping labor costs down. All RMMs should provide the basic required functionality, such as connecting remotely to a client’s server, notifying IT professionals of system statuses, and proactively handling issues. Consider the following when assessing various RMM tools:
Choose an RMM that automatically resolves common issues and automates patches without IT professional involvement. In addition to solving issues with early detection functionality, the platform can automate and schedule maintenance tasks to maintain system health, so remediation is needed less frequently.
Assess the RMM's capability to run security patches and install updates. These tools usually have built-in security features like antivirus management, firewall management, and encryption. A robust suite of these features can even eliminate the need for an additional cybersecurity platform.
Prioritize RMM software with robust remote access capabilities for efficient troubleshooting. Remote features extend to the client management side of diagnosing and fixing issues, such as facilitating chat, video meetings, and screen-sharing functionality to enhance IT support.
Every MSP has distinct processes and a unique brand. Choose a platform with customization options to tailor the user interface, reports, and communications to reflect your brand identity. White-labeling capabilities allow you to present the platform as a seamless extension of your services, enhancing your professional image with clients.
MSPs sometimes use particular platforms for one nuanced issue, but that platform is vital to business performance. Ensure the RMM integrates seamlessly with essential tools, making all tasks easier to manage.
IT professionals need to have a complete view of a client’s infrastructure in a short amount of time. Custom dashboards and detailed analytics can make or break the service the MSP can provide when IT professionals need critical information at a moment’s notice. These same reports help establish foundational metrics promised in SLAs.
While PSA and RMM software serve different primary functions, they are highly complementary. The question isn't "PSA vs RMM" but how to leverage both tools to maximize operational efficiency and service quality. PSAs deal with business processes, administration, and client management, while RMMs handle the technical aspect of MSP work and maintaining an IT infrastructure. They are two sides of the same coin.
To maximize the benefits of your PSA and RMM software, consider integrating them with other tools in your IT service management stack. Here are some valuable integrations to consider:
By embracing both PSA and RMM solutions, IT service providers and MSPs can position themselves for success in an increasingly complex and demanding market. Combining streamlined business processes and proactive technical management creates a powerful foundation for growth, client satisfaction, and long-term success. When deciding which tool to use, remember to consider your specific needs, growth plans, and existing technology stack.
Let's talk if you’re curious to hear more about how CPQ software can complement the power of PSA and RMM tools and take your IT service delivery to the next level.
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