Why you should consider PSA and RMM tools for your MSP business

| By: Jeff Bishop

You’re no stranger to what great solutions can do to help you better manage your business. But what if there was a simpler way to deliver even better service? Time wasted navigating between systems and tracking down scattered data not only slows response times, but the cumulative cost of this activity over a prolonged period of time can be mind-boggling.

Some things in life are simply better together. And when it comes to professional services automation (PSA) and remote monitoring and management (RMM) solutions, ConnectWise Manage® and ConnectWise Automate® are quite the pair.

4 benefits of using PSA and RMM tools

If you’ve ever had to replace parts on your car, you know there are two options to consider: original equipment manufacturer (OEM) parts made directly by the car manufacturer or aftermarket parts made by a third party.

While both might get the job done, one is designed to be a perfect fit—OEM—while the other is designed to be a revenue generator for the vendor. The same applies here. Why settle for disjointed systems that don’t quite fit the bill when you have the option to use systems designed to work perfectly together?

When two powerful solutions work as one, your service team has access to all the information they need to resolve issues quickly, and out-of-the-box automation capabilities to fix problems before they even reach the client. This not only translates into revenue-boosting efficiency for your business but also improves your employees’ day-to-day job.

PSA and RMM tools, like ConnectWise Automate and ConnectWise Manage work side-by-side, giving you the power to drive virtually every aspect of your business from a single pane of glass.

Here are four benefits of using PSA and RMM tools for your MSP business:

  • Consistently resolving client issues
  • Improving resolution time
  • Fast-tracking ticket routing and processes
  • Maximizing profits with automated billing

“There’s nothing we can’t do,” Eric Hoffmaster, Director of Operations, Innovative Computing Systems enthuses. “All the things we need to be proactive are there, everything to run our business, all integrated. It just made our entire business much more efficient in our day-to-day operations.”

How our partners feel about our PSA and RMM solutions

Integrated Computer Systems Support Inc. had been working with an outdated business management platform that offered no reporting or data analysis and took twice as long to create time entries for services than the actual tasks took to complete. The software developer implemented ConnectWise Automate, followed by ConnectWise Manage, which streamlined workflows, captured all time, and added visibility into day-to-day operations.

“It’s refreshing to see a software publisher bring so much energy and effort to continuously develop a product week-in-and-week-out,” says Chris Faist, Director of Networking, Integrated Computer Systems Support Inc.

Innovative Computing Systems was looking for the right solutions to fuel their growth, boost their bottom line, and simplify their day-to-day operations. Thanks to a powerful combination of solutions—including business management, IT automation, quote and proposal automation, and remote control—Innovative Computing Systems has been delivering the right mix of support and visibility to drive better business decisions, access powerful data, and accomplish everything on their business growth wish list.

“I didn’t have any previous experience with another RMM or PSA tool," Hoffmaster explains. “At the small company where I last worked, we had no real centralized PSA tool, and no ticketing system at all. Going from that into using ConnectWise solutions, being able to have a full suite of tools at my disposal to understand the company, contact, history, ticketing, time entry…it blew my mind.”

Bonus: we have more than great software to offer

You expect the software you purchase to get the job done. For us, the software is only the foundation. We strongly believe in providing more value to you beyond just products. You deserve more.

The IT Nation

You’re part of a community of technology lovers and innovators who make up a unique nation—The IT Nation, powered by ConnectWise. Together, we’ve created a place to learn, grow, and make friends. We embody the spirit of partnership through conferences, forums, webinars, and countless other shared opportunities, all in pursuit of being better. We embrace inspiration and are connected by a passion to relentlessly seek solutions that ignite success.

“At IT Nation events, we’re all competitors, but that competitive spirit goes away in the spirit of collaboration there. Being at events like IT Nation Explore and IT Nation Connect, it’s an experience that I can’t find anywhere else.” Eric Hoffmaster, Director of Operations, Innovative Computing Systems

Company culture centered around your success

We are driven by our passion to make it simple for technology solution providers (TSPs) and CIOs to build resilient businesses, delivering tools that drive consistently amazing experiences for both the technology teams delivering the service and their clients who receive the service.

“ConnectWise, as a company, is focused on your company as a successful entity. Their methodology and mentality are to help us be successful and show us all the ways their solutions can help.” Eric Hoffmaster, Director of Operations, Innovative Computing Systems

Our ecosystem

The ConnectWise Ecosystem provides the support, connections, and foundation for your ultimate success. As a part of the ecosystem, we connect you to the solutions, services, technology, and expertise you need to exceed customer expectations and prepare your business for growth.

“I ultimately made the decision to switch to ConnectWise because of the ecosystem. All of the products and tools that are out there that many MSPs use. I was finding that ConnectWise had built that ecosystem that everyone wanted to attach to,” says Chad Paalman, CEO, NuWave Technology Partners.

Improving your processes—and in turn, reducing inefficiencies—is an ongoing journey. But with the right tools in place and support from a community dedicated to helping each other succeed, it’s a journey you won’t travel alone.