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For managed service providers, the ability to work efficiently impacts profit margins. That’s why MSPs use professional services automation software to quickly resolve issues for customers. But to reach peak efficiency, you need PSA integration that connects your client-facing work with business operations.
Integrating a PSA solution can streamline processes, improve time tracking, and facilitate collaboration across departments, ultimately helping MSPs scale their business. Let’s dive into the details about how PSA integration drives growth for MSPs.
What is professional service automation (PSA) software?
Professional service automation (PSA) software is technology that connects various business processes to enhance productivity and profitability. “PSA integration” generally means the software integrates with multiple platforms and apps, giving users a single interface for managing their business, projects, and tasks.
How does PSA software integration help MSPs?
PSA integration helps eliminate the problems that arise when technology silos occur. Instead of using separate platforms for client work and business operations tasks, PSA integration lets MSPs manage every aspect of their business within a single platform.
Key features of PSA software
PSA software comes with a range of features for managing MSP operations:
- Project management: Tools for managing client projects and tasks ensure that projects are completed on time and within budget.
- Time tracking: Accurate and automated time tracking for client projects allows for precise billing and invoicing and prevents scope creep.
- Client relationship management: Tools for managing client relationships, including communication features, sales tracking, and marketing efforts, help maintain strong client connections and drive business growth.
- Business intelligence: Comprehensive management of business operations, including finances and resources, ensures all aspects of the organization run smoothly. PSA integration gives you the business performance data to guide your decision-making and create a culture of continuous improvement.
What can PSA integration do?
PSA software integrations enhance operational efficiency by allowing data to move seamlessly between departments and people. (That’s a high-level explanation. Read on for more).
Sync time tracking and billing with PSA integration
PSA integration eliminates cumbersome billing processes. Instead of technicians manually tracking their billable hours, then handing off time records to whomever manages billing, this process can happen instantaneously. Time-tracking widgets communicate with your accounting software via PSA integration, and you can even generate client invoices automatically.
Simplify communication
PSA software serves as a central hub for communication. You can automatically funnel all client requests — from email, SMS, even phone calls — into a PSA platform to create continuity.
Some systems also offer a self-service client portal and real-time chat tools that sync conversations to customer records.
Optimize ticket and project management
PSA integration offers huge efficiency gains for ticket management. Once you define rules for ticketing — including how to prioritize tickets and what remediations you can automate — your PSA tool can manage all workflow logic and task routing with almost no human input.
Some platforms also use AI to enhance ticket management. So, for example, assume a client sends a long email to describe a simple problem. AI can extract the relevant points from that message, assign the issue to a category, and kick off the correct workflow or automation.
Expand service capabilities
Integrating PSA software can give you access to “partner deals” for the best MSP technology. Syncro users get access to a Splashtop integration (with no additional licensing fees) for instant remote access to client desktops. Syncro also offers backup, via Acronis integration, which helps MSPs improve and expand managed backup services.
Enhance reporting
On the operations side, PSA integrations let you see the data that matters most. You can set up reports to identify where you’re losing time or wasting resources. For example, you may find that one of your clients routinely asks for a la carte add-ons, which creates extra admin work internally. You could instead nudge that client into a higher service tier that gives them everything they want.
Common challenges and solutions
Implementing software can present several challenges, but none are without solutions.
| Challenge |
Solution |
| Users may be resistant to adopting new software. | Communicate the benefits of PSA software clearly and provide training and support to help users adapt to the new system. Explain how making this switch can help technicians spend more time doing work they enjoy and less time on tedious admin tasks. |
| Transferring data from old systems to the new PSA software can be complex and time-consuming. | Choose a provider that supports data migration.
For example, Syncro lets you easily import assets and data from ConnectWise, Atera, and NinjaOne. |
| Some PSA tools may be difficult to customize. | Select PSA platform that offers flexible customization options, like PowerShell scripting to support automation, and a plug-and-play script library that lets you roll out customizations instantly. |
Streamline your tech stack with Syncro
Find out why growth-minded MSPs are making the switch to Syncro. You can also try it for free right now.
FAQ
Who uses professional services automation?
PSA solutions can help any service-based business — construction firms, creative agencies, and law firms, for example. That’s why you’ll find a lot of PSA tools that aren’t specifically for IT teams and MSPs. Syncro, however, is the all-in-one PSA tool built by (and for!) MSPs.
How do I pick the right tool for professional services automation?
It’s always a good idea to read customer testimonials. You can see what customers think of the PSA tool, but also get insight into how specifically they’re using it to get results. Take advantage of free demos, too, so you can get a feel for how the platform works. (Not all platforms offer this feature, but Syncro does).
How many endpoints can I manage with Syncro?
Add as many endpoints as you want. Syncro charges per user, not per endpoint.
Some of my customers prefer ACH payments. Can Syncro process those?
Yes, and we also have a guide about how to manage ACH payments. These payments are much more secure than credit card transactions.
Does Syncro have a mobile app?
Yes! For Android and iOS devices.
Where can I learn more about Syncro compliance?
Our compliance page covers our CCPA, GDPR, and HIPAA compliance. You can read about Soc 2 compliance certification here.
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