Professional services automation (PSA) platforms can offer MSPs so many valuable operational and business management benefits. But what a PSA can do for customer satisfaction is arguably one of the biggest selling points of the technology.
A PSA platform that’s aligned with an MSP’s business model serves as a powerful engine for driving best-in-class customer experience.
These solutions offer MSPs a way to deliver greater transparency and customized reporting to customers about what they’re doing to help their business, and act as a hub for customer communication and self-service interactions. Additionally, PSAs provide the insights and automation that technicians need to speed up work and suggest valuable proactive service to help ensure customer satisfaction, happiness, and retention.
This is one of many reasons why PSA users are often able to increase gross margin by 19% compared to companies that run their business using spreadsheets and cobbled-together tools.
Must-Have PSA Features
For MSPs hoping to implement or integrate a new PSA solution into their tech stack to strengthen their customer relationships, the following are some of the most important PSA features that drive better client outcomes and are thus non-negotiable.
Deep Integration with RMM and Core Technician Tools
When a PSA works seamlessly with remote monitoring and management (RMM) and other technician tools, teams can detect and resolve issues before clients even notice them. This tight alignment supercharges automation and proactive monitoring that results in less downtime, fewer disruptions, and happier clients.
Customizable, Client-Facing Reporting
Platforms that offer customizable, client-facing reporting enable MSPs to highlight key metrics around uptime, incident resolution speed, and SLA compliance to quantify and demonstrate their value to customers more regularly. Moreover, it also helps them make a solid case for upsells and proactive system upgrades.
Self-Service Portals
PSAs can deliver branded, easy-to-navigate self-service portals that make it much easier for clients to submit support tickets, track progress, and access a comprehensive knowledge base. Operationally, this is great, as it can reduce ticket backlogs. But more importantly, customers feel empowered because they can get minor issues fixed with minimal hassle and they’ll see faster overall service as a result.
Ticket Sentiment Analysis
Advanced PSA platforms now offer AI-powered sentiment analysis for support tickets, automatically detecting frustration, urgency, or satisfaction in client communications. This analysis can drive priority routing and automated actions to help MSPs deliver white-glove service experiences to clients when they need it most.
Automated Billing and SLA Management
Accurate billing and delivering what was promised to the customer are the two cornerstones of trust in the MSP business. A PSA platform with automated time tracking and invoicing will ensure clients get accurate and timely bills that detail all of the services provided to them.
A platform that prioritizes tickets against SLAs will help your team keep its promises and deliver at and beyond the service levels customers expect.
The Engine of Exceptional CX
By automating routine tasks and facilitating clear and transparent customer communications, PSAs can help MSPs build stronger relationships and justify premium pricing. But that’s only the tip of the iceberg of potential benefits that PSAs offer to an MSP’s business. These solutions also play an integral role in reducing tool sprawl and boosting operational efficiency.
The Syncro PSA Buyer’s Guide
To learn more about why PSAs are so significant to MSP profitability, check out our PSA Buyer’s Guide. It’s an invaluable resource that dives into the biggest challenges growing MSPs face and offers detailed advice on how to pick the right solution for you to help you navigate these issues.
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