Datto Holding Corp.

07/27/2021 | News release | Distributed by Public on 07/27/2021 06:23

How to Use a PSA to Scale and Grow your Business

The global managed services market is projected to reach around $274 billion U.S. dollars by 2026. As market growth continues to accelerate, small-to-medium MSPs are also expected to expand the scale of their businesses.

Growth is always the goal. Scaling becomes hard when increased growth introduces complexity. As MSPs expand their offerings to meet client demands, they may grapple with the management of disparate tools. The operational silos of service desk, billing, and sales are often tracked in multiple software platforms or (insert cringe face emoji) logged in excel. This practice isolates data and prevents a cohesive view of business performance metrics. Beyond that, many hours are lost managing these platforms, which could be spent towards more profitable and strategic initiatives.

A PSA can help solve this scaling challenge. PSA platforms are built to give a complete view of an MSP organization, save time, and create massive efficiencies, which translates to increased revenue potential. A PSA removes the manual effort from day-to-day operations via software consolidation and creates streamlined workflows that support how your team executes. A PSA goes beyond a mere ticketing solution; it also has CRM, billing, asset management, project management, and reporting.

To show you the value a PSA can add, let's take a quick look at a basic ticketing workflow:

  • Emails are parsed to create service desk tickets. Based on keywords, these tickets are routed intelligently to specific workgroups or technicians for tracking.
  • Notifications can be triggered by ticket creation, alerting the appropriate team.
  • The due date of a ticket is set based on response targets.
  • Technician's hours are tracked automatically as they work, feeding into metrics on utilization and profitability.
  • Preset client billing arrangements inform how labor is charged, billing events are queued automatically for approval, and invoices can be generated and synced to an accounting system.
  • Reports on trending issues and financial health are accurate and easy to generate.

Without a PSA, a workflow like this would be complicated to automate and execute. With a PSA, time that was once spent tracking down a lost invoice or the details of a service level agreement (SLA) is freed up to focus on growing the MSP's client base. Scale and growth are achievable when a PSA platform centralizes the key processes and operations of a business.

Datto Autotask PSA is a powerful and intuitive cloud-based PSA platform providing a singular view of the entire business - enabling MSPs to centralize business operations and make data-driven decisions to improve service, productivity, and profitability. If you're interested in implementing a PSA solution for your business, check out our IT PSA Buyer's Guide.