If you’ve committed to a managed services model, process automation is no longer an option—it’s a must. Running things manually just won’t work as your clients and service contracts grow. You can’t be everywhere at once and you can’t afford to waste time and resources repeating identical tasks over and over.
The solution lies primarily in two platforms: remote monitoring and management (RMM) and professional services automation (PSA).
Go from reactive to proactive.
Remote monitoring and management allows you to get in front of your client’s issues rather than scrambling to catch up. Frantically pushing a tech out the door to fix what’s failed is close to obsolete. Once an RMM is installed at your customer’s location, it’s as if you’re always there, ready to identify and resolve problems even before they arise. That translates into more efficient time tracking and invoicing.
Some companies provide free monitoring to their break-fix customers, building their relationship as a trusted partner in problem solving, then offer auto-remediation as a next step. With an RMM tool, you can effectively manage your headcount, eliminate headaches and increase customer satisfaction, all while growing your bottom line.
Do it once and it’s done.
Some repeatable tasks are born to be automated. Processes for capturing time, managing expenses and billing clients come to mind immediately. Creating workflows for incoming issues lends itself to automation, as does notifying customers of progress as a problem is worked through to resolution. Even automating touch points like warranty expirations or a hardware refresh increases your value, which can lead to higher customer retention. All said, professional services automation means greater productivity, which translates into greater profitability. And that is where you’re headed, right?
To learn more about business process automation, get part 6 of our Ultimate Guide to As-A-Service, and check out other steps to success in the first 5 parts of our series:
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