RMM-PSA Integration: The MSP One-Two Punch

Together We Are Strong

While an RMM is the lifeblood of how most MSPs service clients’ technical needs, there is also a business relationship, and projects to be done. The answer here is professional services automation (PSA), solutions that automate and manage client relationships.

For too many service providers, RMM and PSA solutions are discrete applications with different interfaces and an inability to seamlessly share data and work. While RMM and the PSA, if properly applied, offer impressive payback, the benefits multiply when the two solutions work in unison.

Kaseya’s VSA and BMS have long worked together, offering these profound benefits, and in the new VSA 9.5, this integration has deepened. VSA’s enhanced PSA integration with BMS features:

  • Automated ticket de-duplication intelligently links disparate events to the root problem so technicians have a comprehensive, aggregated view of a single issue.
  • Automated ticket closing after problem resolution ensures all business systems are in-sync with the status of customer issues and SLAs are met.
  • Automated ticket re-opening discovers when an issue resurfaces to present the complete ticket history immediately to technicians, cutting close times by over 50 percent by preventing duplication of work.

Kaseya MSP Customers Put Them Together

Spectrum Data Networks is an MSP startup in Houston that needed core RMM and PSA solutions. Kyle Tennyson, a managing partner at the startup, had previously worked with Kaseya and adopted VSA and BMS. “Without BMS and VSA, it would have been more complicated to find a platform we were familiar with. We worked with Kaseya for years. It is home. You don’t really feel like going anywhere else,” Tennyson explained.

The Kaseya tag team exemplifies Kaseya’s IT Complete architecture, where multiple Kaseya solutions work together in an integrated fashion and create deep and rich value.

BMS has a wide area of PSA features. For Spectrum, that means one application does the work of many. “All the applications you need like project management, the ticketing system, financial and HR are there. BMS took those out of the mix. We did not have to worry about buying, using, and managing all that software. And with BMS, you have one pane of glass to manage it all,” Tennyson explained.

Tennyson uses BMS project management capabilities for onboarding, and finds its integration with VSA essential. “One thing we found was you can onboard a client, but if you don’t set certain tasks for the technicians involved in onboarding a client, they fly by the seat of their pants,” he said. “I start with a customer we are onboarding, put all the details of the system in such as address locations. Once you enter all that in, it just puts it over to VSA. It is done from that aspect.”

Kaseya IT Complete is all about teamwork – MSP solutions working together to create a greater good. “I can set and forget things in VSA, and use BMS to get into certain aspects such as ticketing and the agents. It simplifies that entire process to where I do not have to worry too much about quoting. I used to sit in VSA all day long and watch the agents, and don’t have to do that anymore,” he said.

MSP in a Box Switches to BMS by Kaseya

The 20 is a group of MSPs that leverage the same underlying technology. Tim Conkle, CEO of The 20, already adopted VSA for his partners, but the firm still used ConnectWise as its PSA. With that tool failing to scale, Conkle approached Kaseya about BMS.

Using BMS Express, the Kaseya migration tool that moves providers from any other PSA to BMS, The 20 moved to BMS. Now, The 20 has a robust scalable PSA that works tightly with its RMM.

One key benefit is integration with Kaseya Live Connect: One-click access to Live Connect remote control in VSA enables MSPs to remotely troubleshoot and manage endpoints regardless of their location.

An RMM or PSA are great on their own, but when used together, and fully integrated, the value grows many-fold.

Posted by Doug Barney
Doug Barney was the founding editor of Redmond Magazine, Redmond Channel Partner, Redmond Developer News and Virtualization Review. Doug also served as Executive Editor of Network World, Editor in Chief of AmigaWorld, and Editor in Chief of Network Computing.
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