Timing is one of the most important elements in getting the MSP equation right. Considering that there are so many moving parts working together to solve a common problem, it’s important that everybody gets the right information at the right time.
Moreover, in case of a security breach or service interruption — when things go south — the only way your technicians can stay in control is if they are able to deliver the right information to the right person at the right time. What makes this task even tougher is the sheer volume of data and information. Every second that your technicians spend on filtering the mission-critical information from the irrelevant one, the problem gets more severe. Such situations create both a hectic day at work and an opportunity to stand out from the crowd. But what exactly is the point we are trying to make with these statements? Why are we talking about information sharing and more importantly timing?
Allow us to explain.
The Core Essentials
There are three core tools that MSPs just cannot do without. Not only are these three tools the building blocks of an effective MSP ecosystem, but they also do most of the heavy lifting in the day-to-day MSP operations. These tools are:
RMM is the Optimus Prime of all tools MSPs use. They depend on it to manage client’s applications, desktops, servers, laptops, mobile devices and every other device on the list. Apart from providing MSPs with a plethora of functionalities, RMM helps them proactively stay ahead of issues and resolve them remotely.
PSA controls the business aspect of things, such as – project management, time recording, billing, reporting and labor utilization. What makes it so critical is that these features are often integrated and shares data with other systems such as accounting and payroll systems in order to leverage data to its maximum potential and increase the overall efficiency.
3> IT Documentation
For progressive MSPs, documentation is an absolute must. Apart from keeping track of all the troubleshooting and best practices, it also speeds up the cumbersome process of knowledge transfer and gets technicians up to speed much faster. Successful documentation makes information easily accessible, helps new users learn quickly, simplifies the problem-solving process and brings down the support costs.
The real question to be asked here is :
- In spite of having these core tools, why do MSPs still fail on delivering the results?
- Or why do some MSP deliver better results than others?
- Is bigger budget the answer to all their woes?
- Or is it something much simpler? Something lying in plain sight.
Where is the synergy?
Just having these tools is not enough. It’s also about how well these systems play along with each other. If these three systems are not talking to each other and data is not being synchronized as it moves further into the system — expecting good result is a waste of time.
When these tools work in a disparate, disjointed way, it creates multiple points of data entry. For example, you are manually entering data in the RMM system, but you cannot carry that information to the PSA or to the documentation system. The result? Not only are your technicians manually entering the data each time but are also bound to follow a linear approach, which is both — old school and prone to errors.
As a technician, you don’t know where you need to start your work and where you might need to navigate. You might start off from the RMM trying to tend to an alert that was triggered. You may start from PSA or Service Desk because your customer just called. Or, you may start from IT Documentation or Knowledge Management because you need to a single place to view to aggregate customer information.
The key here is that your situation dictates where you need to start your workflow process, and you need RMM-PSA-IT Documentation that you can See All, Know All, and Do All from One Cohesive View.
See All, Know All, and Do All
The need of the hour commands you to become a Managed Service Provider that can “See All, Know All, and Do All from One Cohesive View”. What do we mean when we say that? We mean a cohesive RMM, PSA, and IT documentation system that provides the most essential IT functions in a single pane of glass and gives you the freedom to navigate across the MSP ecosystem without the fear of losing the information or efficiency for technicians.
An Omni MSP solution breaks the barrier of following linear workflows and provides multiple entry flow from RMM, PSA, or IT Documentation that can be passed on to different product areas without losing context. So you can jump from one system to another without the fear of losing information. As a result, you always have all the mission-critical data at your fingertips.
As we said information sharing is critical to running an MSP business and an Omni MSP solution is precisely what you need for providing contextual information that you need, when and where you need it. Because, when disaster strikes, being a little early is okay, but being late can be unforgiving.