Defining a Next Generation PSA

Next Generation PSA

A PSA is the lifeblood for how an efficient MSP runs their business and the fundamental nature of the PSA determines how fast one grows and what level of profits are achieved.

Kaseya understands this, which is why we built BMS from the ground up for MSPs and with a deep range of features, including:

  • Cloud-based
  • Integration with RMM, accounting, IT documentation, Office 365, QuickBooks, two-factor authentication, and other apps
  • All business tasks and data at your fingertips
  • Efficient ticket handling and tracking
  • Rich remote control to resolve problems
  • Scalable with multi-tenant architecture

A leading edge PSA helps MSPs optimize the delivery of services, and spend less time doing non-revenue generating tasks such as billing and project management.

MSPs Weigh In

Millennium Technology Group never had a PSA before BMS, said Tamara Flores, Chief Information Officer for Millennium. “We had several individual tools which require a significant amount of duplication and work for my team. We used Zoho CRM, Managed Engine Service Desk Plus for our work orders, change management and projects and QuickBooks as our financial software.”

Once installed, BMS went to work aligning business goals and processes and boosting the efficiency and the quality of delivered services. “In many cases, we were able to streamline most processes by more than 40% especially within our sales teams. I anticipate further improvements as we continue to identify then optimize how the team uses the BMS,” Flores said.

John Morris is CEO of Spark Alliance, an MSP based in Central California. Morris was a ConnectWise customer before adopting Kaseya BMS. The cloud is key.Being “in the cloud” meant having the ability to not have any dependencies from the customer or consumer or an endpoint technology standpoint, and this is pretty significant. Obviously, there are other competitors out there that are doing the same thing, but they are not quite as evolved. They started with other solutions and have now migrated a lot of their code and a lot of their platforms,” Morris explained.

Morris appreciates being on a modern platform. “Why is BMS second-generation or modern day? You can use the system anywhere on any platform. It really supports the cloud model ― just the nature of this thing ― trying to streamline every process and every system and basically be a full-blown web-based ERP. Where you do not have to have four, five, six disparate systems that you have to try to blend, hook, or whatever. The price point, the subscription-based model, and all the components that support the concept of cloud- and service-based technology just sells itself. And there really is not any CAPEX. You are just using the system and you pay for the usage. That is the next-generation of all service-based technologies,” Morris detailed.

Not only is the cost of the Kaseya PSA attractive, it reduces the cost of doing business. “Your cost drives down because you can do much more through automation. You do not have to have human involvement. For example, if someone puts a request in to me and they send an email to a specific address, it comes into the system and automatically creates an opportunity. It triggers a person that is assigned to that customer or that region with customers and it brings it to their attention. It tells them they already have things to work on and to try to close deals. They spend more time trying to get money received as opposed to opening the opportunity,” Morris said. “When I started using the system it was a 6-7 week turnaround to get accounts receivable closed. I’m at the point now where it’s literally between, from a full business hour standpoint, anywhere from 36-48 hours business time.”

Three Leading Edge PSA Elements

1. Ease of use makes business users more productive

PSA is not only used by admins with deep expertise. The next-generation PSA solutions should be easy enough for less technical business users and managers to master and exploit. On the tech side, a leading edge PSA helps techs do tasks straightforwardly, quickly and with a minimum of training. Essential tasks such as entering employees into HR folders or adding roles to employee records should not involve screen hopping.

2. Time savings key to profits

A solid RMM tool makes your techs more efficient, while a PSA turns the overall MSP into a well-oiled machine – thus increasing profit. With a proper PSA, work is done faster, and more work is accomplished in the same amount of time. With BMS, techs switch quickly between functions such as trouble ticketing, billing, project management, CRM, and inventory tracking. With a modern PSA, these functions are all tied closely together. This integration between components means an item entered in one part of the suite automatically triggers corresponding actions in other applications — without the hassle of re-entering data, which creates errors, or switching screens.

3. Top shelf service desk

Your service desk is key to client uptime and satisfaction. Nothing makes a client happier than a problem solved quickly and completely. To get there, creating tickets and launching projects must be fast, automated, and efficient. Tickets should immediately capture a customer issue and assign a task to the appropriate employees for resolution.

BMS by Kaseya is your Next-Gen PSA

Kaseya BMS has been designed and engineered keeping the upcoming needs of MSPs in mind. With it, you can free staffs to focus more attention on strategically selling new services, scoping and deploying these service, then running them in a profitable way. At the same time, you will spend far less time dealing with non-revenue-generating work such as project management and billing.

With Kaseya BMS, everything is built from the project out. BMS also schedules all resources for the MSP. At the same time, you can track and manage inventory as well as people, contracts, and billing all tied to projects (and all dependencies). Finally, BMS takes into account scheduling activities that are not project activities.

To learn more details about how to choose the right solution for your business, download our PSA Buyers Guide.

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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