As managed service providers (MSPs) face increasing pressure to improve margins, accelerate cash flow, and deliver consistent client experiences, professional services automation (PSA) has evolved from a basic system of record into a strategic command center for the entire business. Disconnected tools, manual processes, and delayed invoicing quietly erode profitability, limit visibility, and make growth harder to sustain.
That’s why top-performing MSPs turn to ConnectWise PSA™, recently recognized as a top-rated PSA solution by Capterra. Let’s explore why two out of three top MSPs choose ConnectWise to drive greater accountability, operational efficiency, and long-term profitability.
1. Streamlined service delivery across tickets, projects, and billing
Your clients expect great service. The way to deliver that is by streamlining efficiency on your end and simplifying customer deliverables and interactions from request to resolution to invoice.
Our PSA software delivers built-in automation and standardization to support efficient service operations at scale. To further supercharge efficiency, ConnectWise recently acquired zofiQ, an agentic AI company purpose-built to automate high-volume service desk operations. Already in use by some ConnectWise PSA™ partners today, zofiQ is driving a 20% increase in endpoints managed per technician and enabling organizations to increase service capacity while maintaining consistent service quality.
2. Data centralization to keep teams aligned
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 acts as a centralized hub that brings together the information teams rely on to deliver services and run the business. It optimizes the handoff from sales to service to billing by unifying and syncing key information, such as companies, contacts, tickets, time entries, and billing data. This shared data model reduces duplicate work, eliminates manual reconciliation, and ensures teams operate from accurate information.
With centralized data and real-time visibility, leaders gain clearer insight into performance, service teams operate with greater confidence, and finance teams can bill accurately and on time. The result is fewer errors, stronger accountability, and better decision-making across the organization.
3. Workflow automation to take your business to the next level
Automation is often treated as a milestone that MSPs “get to later.” In reality, it’s the dividing line between teams that scale intentionally and teams that stay stuck reacting to their own growth.
Early-stage MSPs usually face common challenges: overwhelmed service desks, inconsistent time tracking, and manual work that quietly chips away at margins. Left unchecked, that inefficiency shows up later as missed billable time, month-end invoice scrambles, and technicians building workarounds just to keep from drowning. Foundational automation around ticket triage and recurring tasks is essential to stop inefficiency before it takes root as a cultural norm.
As MSPs mature, the challenge changes. Saving time is no longer enough. The real risk is fragmentation: when service delivery, approvals, time entry, and billing live in disconnected systems that don’t tell the same story. This is where many growing MSPs stall. The work gets done, but it doesn’t flow, and leadership doesn’t realize the cost until margins are already under pressure.
With ConnectWise PSA, automation connects workflows across the entire company lifecycle, so work moves from scheduling to service to invoicing without manual intervention or second-guessing. Efficiency only delivers real value when it extends through billing and reporting.
The strongest MSPs treat automation as an operating principle. When scheduling and billable time tracking are automated together, productivity and profitability stop competing with each other. The same applies to quoting, proposals, issue resolution, and invoicing. When those workflows are designed to work together, scale becomes sustainable, and margins stop eroding as the business grows.
4. Built on a platform designed to scale with your business
ConnectWise PSA is built on the ConnectWise Platform, providing a modern, extensible foundation for automation, reporting, and integration across the ConnectWise ecosystem. This enables consistent experiences across tools, faster innovation, and the flexibility to adopt new capabilities as service models and customer expectations change. With a modern user experience, configurable workflows, and embedded insights, ConnectWise PSA adapts to how MSPs operate rather than forcing teams to adapt to rigid software.
By centralizing core operations on a scalable platform, MSPs gain the stability and flexibility needed to support growth across teams, services, and locations. The result is a PSA that not only supports today’s operations but also provides a durable foundation for future expansion.
5. Extensive third-party integrations
We offer extensive third-party integrations 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 300 integration partners, so you can use cutting-edge tools from ConnectWise and still build a solution stack to fit your individual business needs.
Built for what’s next
Through its modern platform architecture ecosystem integrations and the recent acquisition of zofiQ, ConnectWise PSA moves beyond basic task automation to embrace the power of AI and enable autonomous service delivery. AI-driven capabilities analyze incoming work, apply context from historical data, and take action across service desk processes, reducing the need for manual intervention while maintaining consistency and control.
This approach allows MSPs to expand service capacity without increasing headcount, manage growing endpoint volumes more efficiently, and maintain predictable operations as complexity increases.
The top performers aren’t guessing; they’re choosing systems that help them run smarter, move faster, and deliver exceptional value to every client. ConnectWise PSA is the solution that makes that possible.
