MSP Platform Integration that Matters

A group of Seagulls

MSPs operate with an array of tools, and more often than not, the data generated by one tool is required by another to take the operation forward or to do a deep dive into the results for more insight. As businesses double down on digital transformation initiatives and a new wave of application endpoints surfaces, stitching the dispersed assets and applications together remains a massive undertaking.

Why Integration?

When first establishing themselves, most MSPs start with the basic RMM solution to keep tabs on clients’ IT functions, and moving forward they keep adding tools to their arsenal as and when the need arises. The problem with this approach? Stand-alone tools might be okay if it’s a one off task, but when it comes to collaborating with other tools, the process gets extremely cumbersome, rigid and requires very resource intensive custom and manual integrations (If it can be done at all).

Imagine having to juggle between multiple interfaces, different products and running to multiple vendors in case of a technical emergency.  It’s a nightmare for any MSP technician, and this is exactly what happens when you lack a comprehensive platform with robust integration capabilities.

But, what if we told you it doesn’t have to be that complicated? What if you could be in the PSA system and able to export all the data from your RMM without having to go back and forth. This is  one of many scenarios where you leverage the power of integration. You are looking at higher accuracy, streamlined workflows, better reporting, and so much more.

Integration That Matters

The most important point of integration in an MSP Platform is where ticketing meets remote control. Here you can have a. PSA that manages billing, reporting, time-tracking, asset management and ticketing meeting the RMM that manages delivery, implementation and the deep technical aspects of IT management. Here also you can have an integration that lets the PSA track down the amount of time an employee spends on a support ticket triggered by the alert from the RMM. When they are closely aligned, the RMM/PSA synergy enables MSPs to supercharge their operations by leveraging this integration to gain deep efficiencies in problem resolution, project management, expense tracking and billing, and automating key technical and business functions.

Kaseya VSA is well known as the industry’s most powerful RMM. But that’s only half of the equation. Kaseya BMS is a next-generation IT business management solution that was built specifically to help you optimize the delivery of your valued services. The powerful integration of BMS and VSA enables businesses to optimize their daily operations with 30% fewer tickets that are resolved 40% faster.

BMS  features:

Automatic Ticket Deduping

  •         It 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.

A Modern Interface with Fewer Clicks for Common Tasks

Non-intuitive interfaces can be a pain to learn and train on. They are not easy to begin with and require unnecessary clicks to execute common tasks. This increases the probabilities of errors and can lead to a delay in task execution. With Kaseya’s modern user interface, all of your dashboards, reports, and workflows are intuitively designed – making adoption simple, and keeping your day-to-day activities streamlined.

Advanced Automation

Regardless of the size of your business, you can improve operational efficiency and productivity through IT automation, without dragging techs into tedious additional steps to uphold SLAs. Smarter tickets and asset management let you quickly automate time-consuming tasks. IT administrators can deploy more advanced automation based on common agent and other procedures. Examples include – establishing policy-based automation for application management, configuring Service Desk for automated remediation of monitoring alerts, or use policy-based automation for select servers.

Live Connect

Live Connect works with VSA and BMS, and lets techs launch remote sessions directly from tickets. It lets the tech access and manage computers from anywhere at near instantaneous connect times with extraordinary reliability, even over high latency networks.

IT Documentation

An average IT workers spends between 20% and 80% of his time looking for information. Kaseya BMS creates documentation that is accessible directly in the workflow. It is a wise practice to have standard operating procedures, knowledge bases and support manuals that are available for every facet of your IT infrastructure. The benefits are endless. A robust documentation culture helps you close tickets faster, faster staff turnovers in case of an unexpected departure, faster new hire onboarding, improved vendor support and so much more.

Discover the Power of BMS+VSA

The ability to integrate together is hands down the single most important feature of any PSA or RMM tool. When working harmoniously together, the combined solution delivers much more value than the sum of its parts. Tracking your entire IT infrastructure in real-time, your clients are expected to face fewer problems and your staff’s life is expected to get better with improved control, visibility and security.

Kaseya offers next-generation PSA with BMS and the industry’s most powerful RMM with VSA. Together, these solutions empower MSPs to optimize their daily operations–saving critical time and money in a way no other combined solution can. To know more about the do’s and don’ts when considering an RMM-PSA solution, download our RMM+PSA Buyers Guide, here.

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