Blog 7

Now that you’re familiar with the steps for starting and growing your as-a-service offerings, it’s time to think about business process automation.

Many companies who have made the switch to a managed service model would agree that two key platforms necessary for growth and success are Remote Monitoring & Management (RMM) and Professional Services Automation (PSA).

RMM allows you to remotely access, update, and provide routine device maintenance for your clients.

PSA organizes and centralizes information related to your business operations.

With numerous features and integrations to choose from, the goal is to select those that offer the best competitive advantage and maximize your efficiencies and effectiveness. While these tools will certainly simplify your business, the initial ‘getting on board’ may seem complicated. To help, here are answers to some common questions.

Why do I need to automate my business?

The days of managing projects by spreadsheet or solving every technical problem on-site with a client no longer make sense.

In any business, having the proper tools simplifies work and expands capability. As an MSP, that’s why you want to streamline and automate. You’ll be in a better position to retain customers with greater service and value.

Integrating the automation of RMM and PSA will eliminate time-consuming manual steps and make communication more effective. Remember, when you’re working more efficiently, more of your revenue goes to the bottom line. And isn’t that the goal?

What do I need to know about RMM?

While some technology providers may think selling warranties and maintenance agreements makes them an ‘MSP,’ a true managed service business model is a 180 degree mind-shift from being a product-pusher to a trusted advisor. The value lies in the service you offer around the products and systems you sell, which involves proactive and ongoing monitoring and management. Among other advantages, solving problems remotely means less time out of the office and more efficiency for your technicians.

How will my business benefit from a Professional Services Automation platform?

Think of a PSA as the operating system for a managed service model. From the get-go, you’ll see significant ROI from the ability to track time more accurately and bill for it all. But more importantly, a PSA enables you to practice managed services efficiently, helping you maximize your resources, create scalable processes, and use workflow automation to eliminate manual tasks.

There’s a reason why it’s called Professional Services Automation—it puts your customer first, so you can build a very profitable business around exceptional service delivery, which is ultimately the driver of a great managed service business.

How can I find the right business automation tools for my company?

Automation reaches deeply into your organization from sales and marketing to technical support and finance. While savings in time and productivity will prove to be worth several times the initial cost of business automation, it’s a serious commitment that you don’t want to think of as a ‘test run.’

First, make a wish list of the specific needs for your business. Then seek the advice of industry experts who share opinions on top providers such as ConnectWise. Read reports from other MSPs who evaluate and share the pros and cons of automation tools. Check out MSP Mentor for a global ranking of the world’s top 501 managed services providers, and see why nearly 60% choose ConnectWise to run their businesses.

For more details and suggestions on incorporating RMM and PSA into your business, download the Ultimate Guide to As-A-Service.

For best practices on retaining clients, watch for the next blog post in our As-A-Service series.


Written by Mark Sokol, Director of Marketing at ConnectWise

Made for companies that sell, service, and support technology, ConnectWise is the #1 business management platform worldwide. Specifically designed to dramatically streamline your company’s operations.