Your technicians live and breathe technology every day. They set up networks and VPNs, install and configure new hardware and software, and troubleshoot printers, laptops and other devices. So why are they still taking notes with pen and paper?
Often technicians do it the old way because professional services automation (PSA) solutions are too cumbersome and complex to use efficiently, especially in the field. So they jot down notes with the intention of entering the information into the system when they get back to the office. But notes can be incomplete, pieces of paper can get lost — and then the knowledge resides only in the technician’s head, which leads to inconsistent service.
But what if your technicians were using a modern and efficient service-management platform that allows them to easily enter access and view client information from any location and any device?
For technicians, great tools equal great service
Working with this kind of platform will make your technicians faster and more responsive. Standardized fields and formatting make it quick and easy to enter the right information with the right amount of detail about each customer’s systems and devices.
If the platform is cloud-based, technicians can get a rundown of the customer’s IT environment, anywhere, anytime, from their laptop or mobile device. While they’re on premise, they can notify customers about upcoming expirations for domains, antivirus software, SSL certificates and more. And because the platform helps technicians consistently exceed customer expectations, they’ll be motivated to actually use it (and put away their notepads).
For MSP business owners, great tools improve productivity and profits
Managing technical teams and customer relationships while maintaining a healthy bottom-line — you’ve got a lot on your plate. A cloud-based service-management platform can handle a lot of that for you. It helps you allocate resources more efficiently, maximize technician time and capture more billable hours.
Ultimately, it will help you turn better customer relationships into a better bottom line.
The heart of an effective service-management platform is a centralized repository of customer information. When all the important information about your customers’ IT environments is stored in a consistent format that can be accessed from any device, any technician can service any customer. It also helps new technicians get up to speed on all your customers much more quickly. Most importantly, with consolidated customer knowledge at their fingertips, your technicians can offer more valuable advice to your customers. This will help them see you not as just a vendor but as a trusted IT advisor.
MSP Manager: The easiest way to manage your MSP business
For small- and medium-sized MSPs, finding the right tools that will help them maximize technician time can be particularly challenging. That’s why we developed MSP Manager: an electronic service-management platform that combines helpdesk, service management and billing in a single package. MSP Manager offers a suite of tools for creating tickets, scheduling technicians and billing customers — giving you a smoother, more agile way of running your managed services business.
Learn more about MSP Manager.