Why choose ConnectWise PSA for your PSA software?

| By:
April Taylor

Providing managed services is becoming more complex than ever, and hiring and retaining top IT talent in the current market is a huge challenge at best. There is a solution that addresses both these issues and more—ConnectWise PSA™, a professional services (PSA) automation tool.   

A PSA aims to automate operations to create visibility and efficiencies that help you spot gaps, save time, and save money. These process improvements make it possible for you and your team to do more with less stress, which is a winning recipe for business growth.

What is a PSA?

A PSA, or professional services automation tool, is an end-to-end solution for running your services-led company. It is designed to automate routine workflows and connect all areas of your business.  

A typical PSA can deliver significant gains in key areas:  

  • Customer and contact management
  • Sales and marketing
  • Managed service agreements  
  • Help desk  
  • Time tracking
  • Project management
  • Procurement  
  • Billing
  • Project management  
  • Reporting and analytics  

With so much to offer, your PSA software will become your business’s single source of truth. When you connect all your business-critical applications and automate processes, you’ll have increased visibility into every aspect of your operations, helping you gain efficiencies and making data-driven business decisions simpler.

According to Joe Panettieri, former EVP and Content Czar for ChannelE2E, “PSA software remains a core requirement for MSPs and IT consulting firms that want to manage tickets, billing, utilization rates, recurring revenues, and plenty more.”

If you’re looking for tips on choosing the right PSA solution, check out this eBook.

Key benefits of implementing ConnectWise PSA

For MSP owners, ConnectWise PSA is the premier professional services automation platform, and it won many awards and accolades in 2023, including a Readers Choice Award. It was also selected as the Best PSA platform by ChannelPro Magazine for five consecutive years. The software was developed with intimate knowledge of and for the recurring revenue business model commonly used by MSPs. So, the built-in functionality and available integrations make ConnectWise PSA a PSA powerhouse. 

1. Customer relationships and retention

Your clients expect great service. The way to deliver is to streamline efficiency on your end and simplify customer deliverables and interactions. ConnectWise PSA provides automation to connect data and workflows to all customer lifecycle stages, creating efficiencies, providing insight, and supporting growth.

When you automate the mundane tasks that are eating away at your employees’ time, you’ll be able to increase efficiency and, most importantly, focus on offering improved customer experience and satisfaction. ConnectWise PSA is powerful on its own, with built-in automation and standardization readily accessible. However, to further supercharge efficiency, ConnectWise Sidekick™ for PSA is an available add-on that responsibly leverages AI and machine learning to dramatically improve the time it takes to work and resolve tickets, access information (including insights for every team in the organization), and deliver amazing customer experiences that increase retention.

Furthermore, with ConnectWise PSA, you’ll be able to stay a step ahead when it comes to new sales opportunities and take advantage of automated follow-ups, so you never let a deal slip through the cracks. Once you have closed a deal, you can cultivate a seamless sales-to-service handoff—a critical moment for setting the tone for your relationship.

ConnectWise PSA includes a ticketing strategy that can handle both reactive and proactive requests—including phone calls, emails, live chats, and proactively created requests from the system—and documents communication for every step until the job is done. It also helps you keep accurate inventory records with functionality for tagging products to specific clients, managing purchases, inputting pricing, and managing inventory counts based on office location. This enables you to oversee all hardware and service costs concerning customer agreements.

Innovative Computing System’s Director of Operations Eric Hoffmaster quickly noticed the benefits of implementing ConnectWise PSA. He says, “It’s a one-stop shop for everything your business needs for success.”

2. Integration and operational efficiency

Using disjointed systems never leads to efficiency or connectivity. If you want everyone on the same page, you need the right tools that speak to each other. ConnectWise PSA is the hub that optimizes the handoff from sales to service to billing by automatically populating data from other tools and third-party products. Let’s take a deeper look at some of the unrivaled integration capabilities of ConnectWise PSA:

Make data-driven decisions with ConnectWise PSA and BrightGauge

BrightGauge™, a ConnectWise solution, is a KPI dashboard tool that allows you to better organize all of the data that matters to you. Dashboards update in real-time, so you can make data-driven decisions without missing a beat. Plus, you can create professional, interactive reports that add value to your services and keep your internal team members informed.  

Learn more about BrightGauge and ConnectWise PSA >>  

Get next-level automation with ConnectWise PSA and ConnectWise RMM

ConnectWise RMM™ is the next evolution in remote monitoring and management (RMM) solutions. Built on the ConnectWise Asio™ platform, RMM offers automation and unlimited scalability with endpoint monitoring. It includes out-of-the-box functionality, ease of use, and the option for expert services to create immediate value.

When ConnectWise RMM is paired with ConnectWise PSA, your service team will be able to resolve issues quickly by using automation to find and fix problems before they ever reach the client. This unmatched integration allows you to experience efficiencies such as improved resolution speeds, fast-track ticket routing, maximized profits, and automated billing.

Connect sales and billing with ConnectWise PSA and ConnectWise CPQ

ConnectWise CPQ™ is a quote and proposal automation software that simplifies the creation of complex technology quotes and proposals. It has the ability to handle supplier configurations and automatically populate data into integrated systems. 

Your sales team can work through a streamlined process created by integrating ConnectWise CPQ and ConnectWise PSA. This integration provides the opportunity to increase productivity with features that automatically place orders with top distributors and simplify quote creation and agreement management. It also allows everyone to be on the same page by notifying your team of important sales milestones. 

Raise the bar for remote support with ConnectWise PSA, ConnectWise ScreenConnect, and ConnectWise View

ConnectWise ScreenConnect™ is a remote access and remote support software tool that provides anytime, anywhere access to remotely controlled devices and helps your customers—whether they’re around the corner or across the world. 

The ConnectWise PSA and ScreenConnect integration lets you work in the most efficient way possible. Think one-system-for-the-entire-session efficient. With just one click, you can start a remote-control session from inside your ConnectWise PSA ticket and have all the information you need at your fingertips. Even better, you can stay in the ticket to send messages, run commands, and perform work in the background without disturbing the end user. When the session is over, updated device information, session events, session logs, chat transcripts, and even HTML reports are automatically attached to the ConnectWise PSA ticket. 

Additionally, ConnectWise PSA and ConnectWise View™ provide capabilities for technicians to see through their customers’ eyes by easily connecting to the phone’s camera. This integration is initiated via a service ticket and ensures that time and screenshots are automatically captured within the ticket. This functionality helps TSPs elevate their remote service delivery while making it easy to adhere to time-entry and documentation processes.

Connect the dots with ConnectWise PSA and ITBoost

ITBoost™, a ConnectWise solution, is an IT documentation system designed to help you do more than create meaningful documentation. From real-time insights and feedback management to VoIP integrations and beyond, it tackles the task of tying together all facets of your business head-on. 

Pair ITBoost with ConnectWise PSA to gain deeper asset insights that you can then view within PSA to efficiently give technicians the information they need to be more productive. 

Make feedback frictionless with ConnectWise PSA and SmileBack

SmileBack™, a ConnectWise solution, is a streamlined, one-click customer service satisfaction survey specifically designed for customer service help desks. It helps you easily capture feedback from ConnectWise PSA service tickets with functionality that lets you send a survey from the closed status on tickets with a one-click experience for clients. That response, along with all associated ticket details from ConnectWise PSA, appears in SmileBack. 

Secure consistent cashflow with ConnectWise PSA and WisePay

WisePay™, a ConnectWise solution, integrates with ConnectWise PSA to ensure consistent cash flow within a TSP through easy-to-use payment solutions for both the TSP and their customers. WisePay makes it easy to collect payments, whether they are one-off or recurring, and customers can configure automatic payments, making it possible for reliable cash flow and a frictionless experience.

Leverage the power of choice with third-party integrations:

We believe that you know what is best for your business—and this includes the tools you choose to use every day. We offer extensive third-party integration opportunities that work seamlessly alongside the ConnectWise product suite so you can customize a tool stack for your specific needs. We have developed partnerships with top vendors and over 250 solution providers, so you can use cutting-edge tools from ConnectWise and still build a solution stack to fit your individual business needs. 

3. Scalability

As your business grows, automation becomes more critical. ConnectWise PSA allows you to automate more of the administrative processes your employees need, and integrations enable the reduction of redundant technical tasks. This creates efficiencies that affect overall scalability.

For example, by automating scheduling and billable time tracking in your business, you are both ensuring your teams are productive and profitable. It cultivates a mindset of efficiency and establishes hyper-efficient processes that facilitate scalability. This same principle can be applied to various areas in your business, including the creation of automatic quotes and proposals, quick issue resolution, and accurate invoicing.

At a base level, ConnectWise PSA allows you to stop struggling with disconnected systems and prevent human error through the centralization of data into one application. But more than that, it allows you to be the hero your clients need.

ConnectWise is revolutionizing the way TSPs manage their business with the Asio platform. ConnectWise Asio makes our PSA even more scalable as we bring it to this platform, which you can learn more about here.