Finding the ideal professional services automation (PSA) software can be a daunting task for managed service providers. While there are several PSAs on the market to choose from, it’s essential to find the MSP PSA software that meets your company’s needs.
This can be an overwhelming task as every PSA seems to offer several “must-have” features. But even though the lists of features each PSA provides are long, there are only a few critical criteria to keep in mind when choosing the best PSA for your MSP.
What to Look for in MSP PSA Software
Finding the right PSA software for your MSP can be a significant investment of time and money, so be sure that you find the best fit for your company the first time around.
The way to do that is by getting together with your team to assess your current situation and where PSA software can help you improve.
Begin by auditing your current operations and asking questions like:
- What areas of your business are most in need of optimization?
- Can those processes be made more efficient through automation?
- What software solutions fit your budget and meet your needs?
Determine What Features Are Important to Your Business
MSP PSA softwares offer several different features, including ticketing and ticket management, marketing tools and automation, billing, invoice tracking, billing automation, asset tracking, procurement, project management software, and much more.
You might not need all of the features mentioned, so it’s essential to consider which program best meets your needs.
Before you begin your search, it’s important to decide what features are most important to you. This will help you immediately determine each platforms’ strengths and how each can optimize your performance.
Take your time and make this decision methodically. It takes time and money to choose and implement PSA software, so you only want to do it once.
Ask yourself specific questions as you consider each option. For example:
- Will this software support my ticketing needs?
- Does this software track the KPIs that are important to me?
- How much more efficient will this software make my business?
- In what areas is this solution lacking?
What Criteria to Consider When Researching MSP PSA Software
Once you know what you need and you’ve found some promising options, it’s time to dig deeper to figure out which one is the best fit for your MSP business. Here are some questions to ask the companies on your shortlist.
Will the company help you get set up?
Here are a few questions to ask about the onboarding process:
- What support will the company offer as you’re getting set up?
- Will the company work with you during the onboarding process to make sure you get up and running quickly?
- If so, is this included, or is there an additional fee for onboarding?
Is the software designed for MSPs?
As a rule of thumb, software explicitly built around the needs of an MSP will always perform better than PSA solutions in which the MSP needs are not a top priority.
For example, a PSA designed with advertising agencies in mind won’t be as helpful to an MSP since it will only graze the surface of what a PSA designed for an MSP can do. MSPs often need to perform several other tasks that these solutions might not be able to handle.
What automations are available?
PSA software can automate time-tracking, ticketing, billing, and more, but sometimes these automations cost extra. This is where the audit you’ve conducted will come in handy. You can see which automations you need the most, whether or not they’re included, and whether any additional fees will lead you to go over your budget.
What integrations are available?
Based on the current software you use, make sure that the PSA software you choose has the integrations you need to connect to that software. For example, if you use ScopeStack as your services CPQ, you’ll want to use an option like ConnectWise that has a ScopeStack integration,
What reporting options are available?
To generate the business intelligence insights you need to make sound business decisions, look for a PSA solution that provides KPI dashboards that track the data that is important to you.
Will the ticketing system work for your MSP business?
For most managed service providers, ticketing is critical. Look for a PSA that offers a ticketing system tailored to work for MSPs. That way, your team will be able to automate the ticketing process to be more efficient.
Is it compliant with laws and regulations relevant to the industry you work with?
Depending on the industries your clients are in, you may need to find a PSA that is compliant with regulations and laws like the General Data Protection Regulation (GDPR), the California Consumer Privacy Act (CCPA), or Health Insurance Portability and Accountability Act (HIPAA).
Is it easy to use?
It doesn’t matter if you have the most powerful PSA on the market if your team can’t figure out how to use it. Have multiple team members sit through a demo or work with the platform through a free trial before making a final decision.
Does it fit your budget?
Budget can be one of the most significant determinants when choosing PSA software, but that doesn’t need to limit you.
What may meet the needs of a smaller business may not suffice for a larger-scaled company. Therefore, it’s important to familiarize yourself with your needs and how they match up with the different services offered to best evaluate the value of each PSA you consider.
Since your PSA will be a large part of your day-to-day operations, it may be a good idea to invest in excellent software upfront.
But if there’s certain functionality that you don’t need at this point and don’t anticipate needing in the near future, it might make more sense to go with a less expensive solution. Ideally, you’ll find an option that has pricing plans that allow you to scale, upgrading to add new features as they become necessary.
Find the MSP PSA Software That Works for Your Business
By evaluating each PSA based on your MSP business’s day-to-day operations, you will be performing as a managed service provider. After weighing your options and considering these key points, you’ll be equipped to find the right PSA software the first time around.