With the latest Automated Posting & Invoice Creation feature in Kaseya BMS, we’re making billing easier than ever. This enhancement gives you more control, flexibility and efficiency in your invoicing workflows, eliminating tedious manual tasks and ensuring accuracy every step of the way.

Automate what matters: More control, less work

Previously, Kaseya BMS had three automation options for billing. Now, with improved naming, added descriptions and two additional Action Types or Workflows, you have even more flexibility in customizing your billing workflows.

The five billing automation Action Types:

1. Post Line Items for Invoice Creation (Previously Post > Billing): Automates posting of line items for invoice creation.
2. Post Line Items and Generate Invoices (Previously Post > Billing > Invoices): Automates both posting line items and generating invoices.
3. Complete Billing: Post, Create Invoice and Generate PDF (Previously Generate Invoice PDF): Automates posting, invoice creation and PDF generation.
4. Create Invoices from Ready-to-Bill Items (New): Automates invoice generation of previously posted line items.
5. Generate Invoice PDFs (New) – Automates the creation of PDF copies of previously generated invoices.

By breaking down these tasks into separate automation actions, you gain full control over your billing process and can tailor automation to your specific needs.

Why this matters for your business

• Save time and reduce manual work: Instead of spending hours manually posting line items and generating invoices, let automation handle it. Your team can now focus on higher-value work instead of repetitive administrative tasks.
• Improve accuracy and reduce errors: Billing mistakes can lead to delays and disputes. Automating invoice creation ensures consistency, accuracy and timely billing, reducing human error and improving cash flow.
• Flexible workflows for every business need: Not all businesses want to automate the entire process. Some only want to post line items, while others just need invoice PDFs. With these new automation types, you get to choose exactly how you want to streamline your billing.
• A competitive edge in IT billing: Billing automation has long been a major selling point for Kaseya BMS, setting it apart in the PSA market. Unlike other solutions, BMS gives you true end-to-end automation for your invoicing workflows, ensuring you stay ahead in efficiency and operational excellence.

Get started with automated billing today

With the latest enhancements, automating your billing in Kaseya BMS is easier than ever. Simply navigate to your billing automation settings, select the workflow that suits your needs and let BMS handle the rest. Say goodbye to tedious manual invoicing and hello to a faster, more reliable and fully automated billing process.

Want to see it in action? Book a demo with one of our product experts and experience the power of automated billing with Kaseya BMS.

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The introduction of Collision-Free Ticketing and Cooper Copilot brings powerful features designed to streamline workflows, improve accuracy and enhance service delivery — all at no additional cost. Together, they represent a significant leap forward, enabling IT teams to work smarter and faster. Here’s everything you need to know about these game-changing features.

Collision-Free Ticketing: Smoother workflows, zero overlap

Handling service tickets is a critical function for any IT team, but overlapping efforts often lead to inefficiencies and user confusion. Collision-Free Ticketing addresses this pain point by ensuring that your team is always aligned and informed.

Key Benefits:

• Real-time collaboration alerts: The system intuitively displays when another technician is viewing the same ticket, preventing duplicate work or overwritten updates. This ensures efforts are not wasted and resources are effectively utilized. Technicians no longer need to worry about stepping on each other’s toes while working on the same issue.
• Instant change notifications: Any modifications made to a ticket’s fields are immediately visible to other users accessing the same ticket, maintaining data integrity and avoiding miscommunication. This minimizes the risk of conflicting updates and ensures everyone is on the same page.
• User response awareness: If an end user adds a note or responds to the ticket while a technician is drafting a reply, the system ensures the latest updates are visible before the response is sent. This avoids redundant responses and maintains professionalism in communication, fostering better relationships with users.

By eliminating unnecessary overlaps and improving communication between team members, Collision-Free Ticketing streamlines ticket resolution and enhances customer satisfaction.

Cooper Copilot: AI-powered assistance for technicians

AI is reshaping industries, and Kaseya is bringing this transformative technology to its PSA solutions with Cooper Copilot. Designed specifically for BMS and Vorex, this AI assistant empowers technicians with tools to deliver faster, more accurate service while easing the cognitive load of complex tasks.

Cooper Copilot’s core features:

1. Smart Ticket Summary

   Technicians often lose valuable time navigating lengthy email chains to understand an issue. With AI-generated summaries, Smart Ticket Summary provides concise overviews of email threads or escalations, highlighting key details and actionable next steps. This allows technicians to focus on resolving issues efficiently without getting bogged down in unnecessary reading.

2. Smart Writing Assistant

   Communicating technical details clearly to end users can be challenging. The Smart Writing Assistant helps technicians craft clear, professional and user-friendly responses, ensuring updates are both accurate and easy to understand. By enhancing communication, this tool fosters trust and clarity while maintaining a polished, professional tone.

3. Smart Resolution Summary

   Documenting resolution steps manually is often tedious and time-consuming. Smart Resolution Summary automates this process, capturing detailed resolution steps to build a knowledge base for future reference. This feature not only accelerates problem-solving for individual technicians but also boosts team-wide collaboration and efficiency over time.

Cooper Copilot leverages state-of-the-art large language models (LLMs) to interpret human language with remarkable speed and accuracy. This capability equips technicians with insights that improve their efficiency and customer interactions, making AI an indispensable part of the IT workflow.

Why these features matter

Kaseya’s introduction of Collision-Free Ticketing and Cooper Copilot underscores its dedication to enabling IT professionals to do more with less effort. These tools simplify day-to-day operations, reduce errors and empower teams to focus on delivering exceptional service. Importantly, they’re included at no additional cost, providing immediate value without straining budgets.

A new standard for PSA tools

With the addition of these features, BMS and Vorex solidify their status as industry-leading solutions for IT professionals. Whether it’s preventing ticketing missteps or harnessing AI to streamline resolutions, Kaseya continues to deliver tools that redefine productivity and user satisfaction.

For IT teams looking to elevate their service desk performance, the message is clear: innovation doesn’t have to come at a premium. Collision-Free Ticketing and Cooper Copilot are here to transform the way you work — efficiently, seamlessly and affordably.

The post Kaseya Delivers More Value to BMS and Vorex Users With AI-Powered Features at No Additional Cost appeared first on Kaseya.

What is professional services automation (PSA) software?

Professional services automation (PSA) software is an integrated suite designed to automate and optimize the core business processes of service-oriented companies. It’s an all-encompassing platform that manages project planning, resource allocation, time tracking, billing and reporting. This software centralizes critical functions, enabling IT businesses to enhance operational efficiency and drive profitability.

The impact of PSA on IT professionals

For IT professionals, PSA software is a game-changer. It streamlines project management, from initiation to closure, ensuring projects are delivered on time and within budget. Resource management becomes more efficient, with tools for allocating the right personnel and monitoring their productivity. Time tracking and billing features simplify the invoicing process, ensuring accuracy and timeliness. This level of automation and integration significantly reduces administrative burdens, allowing IT experts to focus on strategic initiatives and client-centric services.

Daily functions enhanced by PSA software

Project management: PSA software offers tools for detailed project planning, monitoring and execution, ensuring project goals are met efficiently.

Resource management: It optimizes resource allocation and the management of staff schedules and workload to maximize productivity.

Time tracking and billing: Automates time entry and invoice generation, reducing errors and improving financial management.

What are the benefits of PSA software?

Professional services automation (PSA) software offers a multitude of benefits, particularly for businesses in the IT sector and other service-oriented industries. Here are some of the key advantages:

Streamlined project management: PSA software provides comprehensive tools for managing all aspects of a project, from planning and scheduling to execution and closure. It allows managers to keep projects on track, manage timelines, allocate resources effectively and ensure that projects are completed within budget and on time.

Enhanced resource allocation: By offering visibility into the availability and workload of staff, PSA software helps in efficiently assigning the right resources to the right projects. This leads to better utilization of personnel, reducing the chances of over or underutilization of staff.

Accurate time tracking and billing: PSA software automates the time tracking and billing process. It ensures that all billable hours are accurately recorded and invoiced, reducing errors and saving time. This not only helps in maintaining financial accuracy but also streamlines the billing process, leading to quicker payments.

Improved financial management: With integrated budgeting, billing and invoicing features, PSA software provides a comprehensive view of the financial health of projects and the business as a whole. This assists in better financial planning and management and in making informed decisions based on real-time financial data.

Enhanced communication and collaboration: Many PSA solutions include communication tools that foster collaboration among team members, regardless of their physical location. This is especially beneficial for teams that are geographically dispersed.

Real-time data and reporting: PSA software provides real-time insights into various aspects of the business through dashboards and reports. This data is crucial for tracking the progress of projects, understanding resource utilization and making data-driven decisions.

Increased customer satisfaction: By ensuring projects are delivered efficiently and on time, PSA software plays a significant role in enhancing customer satisfaction. Happy clients are more likely to return and refer others, helping to grow the business.

Scalability: As businesses grow, PSA software can scale to accommodate increased demands, more complex projects and additional users. This scalability ensures that the software continues to meet the needs of the business over time.

Compliance and risk management: PSA tools often include features that help in managing compliance with industry standards and reducing business risks associated with project management and service delivery.

Centralized information hub: By centralizing all project-related information in one place, PSA software reduces the need to juggle multiple tools and platforms, leading to improved efficiency and fewer errors.

Overall, PSA software is a valuable tool for professional service providers, offering a comprehensive solution to manage projects, resources, time, finances and much more, ultimately leading to increased efficiency, profitability and customer satisfaction.

Introducing Kaseya BMS, a superior PSA Solution

Kaseya BMS distinguishes itself in the PSA market with its user-friendly interface and comprehensive feature set designed specifically for MSPs. It not only includes standard PSA functionalities but also offers enhanced capabilities such as integrated service desk management, advanced reporting and seamless integration with other critical IT tools.

Why Kaseya BMS is ideal for IT professionals

Kaseya BMS is tailored to meet the unique needs of IT professionals. It streamlines complex processes, enabling better project management, efficient resource utilization and accurate billing. With Kaseya BMS, IT professionals can gain insightful data analytics, allowing for informed decision-making and enhanced service delivery.

Elevate your IT service management with Kaseya BMS. To understand how Kaseya BMS can fit into your business, explore our PSA Buyer’s Guide. 

Professional services automation software has become an indispensable tool in the IT service industry, driving efficiency and operational excellence. Kaseya BMS offers a robust, user-friendly solution that caters to the unique challenges faced by IT professionals. Start your journey towards streamlined operations today by visiting our PSA Buyer’s Guide and signing up for a Kaseya BMS demo.

The post What Is Professional Services Automation (PSA) Software? appeared first on Kaseya.

What is Professional Services Automation?

Professional services automation refers to the use of technology or modern solutions by professional service providers to improve business efficiency, lower overhead costs and increase profitability. This involves consolidating fragmented data and processes within a single platform, like a PSA tool, automating repetitive tasks, and using the data and insights provided by the tool to make better business decisions. By utilizing professional services automation, MSPs can manage their business as efficiently as their bigger counterparts. Given their budget and cost constraints, a PSA tool helps MSPs maximize the use of their limited resources so they can serve more clients without incurring additional expenses.

Companies that charge by billable hour benefit most from professional services automation since they otherwise tend to lose money and time keeping track of these details. Many of these companies leave a lot of money on the table and, along with other inefficient processes, their costs spiral out of control. By automating and streamlining these business processes that are hard to track manually, PSA tools help organizations optimize revenue and reduce costs, ensuring maximum profitability.

This tool is great for businesses that want to scale in a cost-effective way.

What are professional services?

Businesses rely on a variety of services to operate efficiently. Not all these services can be run in-house since they do not have the expertise or the budget to hire people who specialize in them. As a result, small businesses enlist the help of professional services companies to do the job for them, either on a retainer basis or on a single project basis.

Professional services do not involve the physical sale of products, but rather the application of a specific skill in which the provider has specialized training and, in some cases, a license to practice. Examples include accounting firms, legal services, marketing agencies, consulting firms, recruiting services, event management and IT firms, to name a few.

Managed service providers also fall under the category of professional services. Although some MSPs offer hardware and software products, they primarily make money by selling their technology knowledge. Modern MSPs work for their clients in more ways than just providing break-fix services. Based on the needs and problems of their clients, they recommend the best IT infrastructure design and manage it for them on a day-to-day basis. In addition, they serve as IT consultants recommending the best tools, solutions and courses of action to their customers. These days, MSPs are more proactive when it comes to IT management and client servicing. Rather than deal with challenges as they arise, they anticipate them and take appropriate measures to nip them in the bud.

What does PSA software do?

A modern PSA tool combines the functions, functionality and capabilities of core business solutions into a single platform so that companies can perform project management, resource management, ticketing, quoting, billing and customer service all in one place. As a result, completing business-critical functions along with operational and administrative tasks becomes a breeze, providing a significant increase in efficiency.

A PSA tool breaks down the information silos and barriers that come with working with disparate, disjointed tools. The system centralizes project details and data in one location, creating transparency at work, which allows employees to reduce errors and solve problems in real time. The ability to gather all of the important data in one tool allows employees and managers to better plan, manage and measure the success of various projects. Additionally, it allows businesses to channel more resources towards more profitable projects and eliminate the ones that are unprofitable.

In addition, a PSA tool also enables employees from almost all departments to automate repetitive tasks, which helps to save time. Service desk managers can use this feature to address the unprecedented increase in service requests as a result of remote and hybrid working environments. Technicians can minimize errors and increase service ticket resolution turnaround times by automating common service requests.

For MSPs, PSA enables seamless workflow integration with IT documentation and remote monitoring and management (RMM) tools. In this way, technicians can enhance the functionality of three key tools they use and supercharge their business.

Here are a few of the functions performed by a PSA tool:

• Accounting
• Billing
• Client Access
• End-to-end customer journey
• Invoicing
• Project management
• Quoting
• Service desk
• Team collaboration
• Time and expense tracking

What are the benefits of PSA software?

Standardizing work is one of the most important benefits of using a PSA solution. Standardization simplifies business processes and brings everyone on the same page. By doing this, departments and employees can communicate clearly, employees have a greater understanding of what needs to be delivered and tracking projects becomes easier. In addition, it speeds up everyone’s work, reduces cost leakage, eliminates other operational inefficiencies and helps the business grow at a rapid rate. In this section, we’ll explore some of the key benefits of using PSA software.

Increased Revenue and Profitability

Profitability is the goal of every business, and it can be achieved either by expanding the current portfolio and winning more clients or by streamlining business operations. Winning more clients and contracts is good, but the costs associated with it can eat up margins. Since a PSA tool helps with both resource and project management, it helps to optimize resource use and curb wastage, thus increasing revenue and profitability. In addition to maximizing project monetization, PSA tools help identify and plug cost leakages in every area of the business that would otherwise go undetected. It helps improve the business on every front so that businesses can earn and save more without investing in additional resources.

Superior Project Management

With a PSA tool, businesses can manage all aspects of a project seamlessly without a hitch. The dashboard brings together the various components of a project in one easy to understand format so that all stakeholders can access any information from their console in real time. The project management functionality of a PSA also makes it easier for businesses to set milestones and schedules so that employees can meet deadlines and fulfill customer requests.

In the case of billable services, the tool ensures that clients are billed for every minute without fail and helps businesses avoid over servicing them. Even for fixed price projects, a PSA tool will help you utilize your resources optimally and maximize the earnings from each project. In addition, it ensures that all users have full visibility into the project at any point in time. As a result, it is easier for everyone to switch between tasks quickly and new employees are able to quickly take over projects from those leaving the company.

Reduced Administrative Needs

Administrative tasks are necessary to streamline work and move it forward, but they also take away valuable work time from your employees. For instance, data entry is a tedious and time-consuming administrative task. In the absence of a PSA system, employees would have to enter the same information into multiple tools for record keeping and maintaining audit trails. The result is a multitude of errors and high levels of stress in your employees. A PSA will require data entry to be done just once. Additionally, it can automate numerous administrative tasks that will boost the productivity of your employees and make them happier.

Greater Operational Efficiency

Operational efficiency is about achieving maximum output at a high level of quality using available resources. In order to achieve this, a company must optimize everything including processes, people, financials and technology. Generally, companies that use a PSA tool are more efficient and those that are operationally efficient are more profitable. If you use a PSA system wisely, it can make your business run like a well-oiled machine that can be scaled easily. By automating repetitive tasks in today’s digital age, businesses can stay competitive by reducing costs and time. In addition, it relieves people of the administrative burden, allowing them to concentrate on business-critical tasks.

Improved Customer Satisfaction

Keeping a few clients happy with a small group of technicians is easy. But as companies scale, they don’t all have the resources to hire more employees. In some cases, this keeps companies from acquiring more clients since they fear that they won’t be able to provide the same quality service to everyone. A PSA tool enables a structured and standardized approach to the professional services delivery lifecycle so that customers always rate the business five stars. Moreover, the tool helps businesses track every interaction with customers. Employees can monitor all past communications quickly and provide quick resolutions for customer requests. Using customer insights provided by PSA, companies can even increase revenue by cross-selling and upselling higher margin services to existing customers.

What features should PSA software have?

Due to the number of PSA tools available in the market, businesses often find it difficult to find one that meets their specific requirements. In order to pick a modern PSA solution that is right for you, you need to consider a number of factors. The following are some of them:

• Ease of use: By implementing a modern PSA solution, you can complete a wide range of tasks effortlessly. Whether you need to create a contract, resolve a ticket, prepare a quote or generate key customer reports, a PSA should allow you to do it all from one screen without switching between multiple interfaces.
• End-to-end automated billing: You can set up billing automation to automatically approve and bill things like recurring services from contracts or labor hours from tickets. In addition to automating the complete billing process, including everything from posting items to invoicing, you can also reconcile the services offered based on device, user and cloud counts.
• Comprehensiveness (end-to-end solution): A complete PSA solution should include a wide range of capabilities and features to handle all your operations and administrative needs. The system should allow you to manage the end-to-end journey of your customers from quotation and contract through to service tickets, projects and billing. It should contribute to the bottom line and smooth out operations.
• Service desk: A service desk directly affects the customer retention rate for an MSP and ensures higher system uptime for their clients. Choose a PSA tool that provides advanced ticket resolution automation and helps you make measurable enhancements to your service desk capabilities. Here are some ways a PSA can benefit your service desk:
  • Efficiency: An efficient service desk not only speeds up response times and resolutions, but also enhances customer satisfaction by providing high levels of service.
  • Automation: A modern PSA solution enables auto-remediation of incidents by automatically running RMM scripts based on endpoint alerts without needing technician intervention.
  • Documentation: In addition to an RMM, a PSA should integrate seamlessly with your IT documentation tool so that you can quickly find the documentation and knowledge you need to resolve tickets.
• Streamlined quoting: A PSA solution should allow you to create quotes quickly based on readily available pricing and product information. Once the quote is approved, you can link it directly to your services contract in PSA and begin delivering your services seamlessly.
• Customer relationship management (CRM): A modern PSA tool either integrates with popular CRM tools or incorporates their functionality. Typically, CRM tools have all the details on clients and allow companies to identify sales opportunities, review purchase histories and interact with clients during various stages of the sales journey. The right PSA solution provides easy-to-use customer relationship management functionality that allows you to effortlessly manage accounts, fulfill customer needs quickly and ensure that the entire team works in unison.
• Effortless project management: Effective project management involves setting up and tracking multiple items, including project budget, costs, staffing assignments, task time, task dependencies and task due dates. The right PSA solution enables you to plan, track and deliver projects on time and on budget.

Who uses PSA software?

PSA tools eliminate departmental barriers and centralize processes, enabling representatives from all departments to work together toward a common goal more easily.

• Owners: By using a PSA, business owners can keep track of all projects and processes within the organization and identify areas in need of improvement so that operational efficiency can be achieved. Using real-time reports and insights, they can stay on top of problematic areas and adapt as necessary.
• Admins: The tool allows admins to automate a variety of tasks and simplify their work.
  • Finance: By giving users the ability to see and manage the details of projects, time and expenses, billing, and customer interactions from a single console, a PSA solution gives users detailed insight into business agility. The finance team can automate basic billing tasks and generate accurate invoices on time so that money can be collected from clients in a timely manner. This allows the company to build a regular cash flow.
  • Administration: PSA software automates a host of admin tasks that make managing and running a business easier for service providers. Employees can use the tool to simplify data entry, plan resources and capacity wisely, follow up on projects, forecast project turnover and benefit from streamlined workflows.
• Service desk personnel: The automated ticketing module in a PSA can prioritize tickets based on severity and complexity, so that technicians can take on business-critical challenges immediately. A modern PSA system can automatically create a ticket in response to an alert on an endpoint and even remediate simple issues without human intervention. With these capabilities at your fingertips, you can reduce service desk management costs significantly and cater to a growing clientele without hiring additional staff.
  • Technicians: A PSA tool helps improve the efficiency and performance of technicians, meet service-level agreements (SLAs) and shapes the way IT professionals deliver their services to both internal employees and to customers.
  • Service desk managers: A modern PSA tool allows service desk managers to be more proactive and flexible when responding to a variety of operational challenges.
• Project managers: Managing projects is a breeze with PSA. Since all project workflows and information are centralized, anyone working on a project can access real-time updates and information. As a result, projects continue to move forward smoothly even when technicians critical to its success leave the company.
• Sales and account management: Through PSA, the accounting and sales departments can combine their efforts for greater efficiency. In addition, the accounting team can also leverage out-of-the-box integrations with accounting software like QuickBooks® and Xero®.

What should you consider when evaluating PSA options?

In this section, we’ll focus on the considerations that businesses should make when evaluating PSA solutions for purchase.

• Billing (automated and accurate billing): Modern PSA systems eliminate this entire hassle of manually reconciling client data and give you precise details on each client account so you can facilitate accurate billing. PSA tools also accurately capture changes in costs when clients modify service plans mid-cycle. Having your services billed on time allows you to earn a steady stream of revenue and make better use of all your earnings. Billing accurately also boosts your MSP’s credibility.
• Reporting: Modern PSA solutions offer powerful reporting that provides real-time insights and aligns your service desk with world-class standards. They allow you to utilize out-of-the-box dashboards and reports to highlight metrics that matter.
• Mobile access (mobile app): Whether you are onsite or out and about, you need to have the flexibility to access tickets, view asset information or even run automation scripts from your PSA mobile app so you can service your clients from anywhere.
• Pricing: Take into consideration the initial implementation cost, the integration cost, the migration cost, the per-user cost, the module cost, the cost of modifying configuration to meet future needs and so on before you make your decision.
• Migration and implementation: An effective migration strategy will help you avoid obstacles, minimize risks and give you more control over the process. Here’s a checklist that you must follow to ensure a successful migration and implementation of a modern PSA solution.

What is PSA software for MSPs?

A PSA tool helps businesses enhance service delivery, meet service level agreements (SLAs), improve customer experience, get real-time data insights for better decision-making, simplify project planning and execution, minimize administrative costs and simplify billing among other benefits.

With a modern PSA solution, MSPs can run their businesses with the same efficiency as their bigger competitors. It provides them with automation capabilities, which allows them to streamline mundane tasks and free up more time for their technicians to meet and service clients.

Another big benefit of a PSA tool for MSPs is integration. By integrating IT tools, MSPs can streamline their operations, cut back on unproductive time and lower their operating costs.

What is PSA integration?

MSPs can improve customer service, increase turnaround time on administrative tasks and make better use of their databases by integrating core tools. Integration also enables MSPs to switch between applications effortlessly, which simplifies and streamlines their work, saving time and money.

A whopping 96% of MSP respondents to the 2022 Kaseya Benchmark Survey said they believe integrating core applications like RMM, PSA and IT documentation is important to their business, and around 78% said that it helps drive bottom-line profits.

Superior PSA with Kaseya BMS

Kaseya BMS is an end-to-end PSA solution that enables MSPs to turbocharge their productivity. It enables MSPs to run their entire business, from ticketing and project management to quoting and billing and more, all in a modern and intuitive platform. In addition, it connects with all tools that you already use, including popular office, billing, accounting and security tools so that your MSP can manage its business like a pro and take it to new heights.

BMS is the fastest-growing PSA in the market, with 65% year-on-year growth, and is used by leading MSPs around the world to run their businesses efficiently. It boasts a documentation-first service desk that will increase tech momentum by 25% so your technicians can resolve every ticket more accurately and faster.

Get rid of your old and outdated PSA today and onboard to BMS in the easiest way possible. Request a demo now!

The post Professional Services Automation (PSA): Software for Increased Efficiency, Success and Profitability appeared first on Kaseya.

Of course, higher efficiency means you can either reduce your costs or increase the number of customers you can manage with your existing staff, or both. In the current economic climate, efficiency and cost reduction are king. It could mean the difference between surviving and growing or throwing in the towel.

RMM and PSA Integration

The importance of a remote monitoring and management (RMM) tool is no longer up for debate. As we reported previously in a number of our blogs, 61 percent of MSPs consider RMM to be the most important application for their operations, followed by PSA and IT documentation, as per the Kaseya 2020 MSP Benchmark Survey Report.

While this result was to be expected, another key finding was that 71 percent of MSPs said that integration between their core MSP applications, such as RMM, PSA and IT documentation, was “critical” or “very important.”

This means most MSPs understand the importance of integrated applications while the successful ones know that the best results come from using RMM, PSA and IT Documentation solutions that have deep “workflow” integrations.

Workflow integrations allow technicians to move smoothly between applications and get access to the right information when and where they need it. This saves time and boosts overall IT efficiency.

RMM and PSA Integrations Across Vendors

It’s a lot harder to maintain integrations for tools from different vendors. An RMM solution from one vendor and a PSA solution from another will work together, but not at the level of integration that’s possible when both solutions are from the same vendor. We consider the deeper level of integration that’s possible between tools from a single vendor to be workflow integration. This means, for example, that IT technicians can click a button in their Service Desk and go straight to the remote management function of their RMM. This allows techs to immediately start troubleshooting the issue on the endpoint.

Look for RMM, PSA and IT documentation tools that offer these types of integrations that allow technicians to get the job done faster.

Kaseya VSA, BMS and IT Glue Integrations

Kaseya BMS is a powerful, easy-to-use PSA tool that is cost-effective and enables MSPs to deliver IT services that meet or exceed SLAs. BMS provides all common PSA capabilities, including service desk, project management, customer relationship management (CRM), and finance and billing.

With BMS you can easily create and manage service tickets. In addition, the workflow integration with Kaseya VSA, our RMM solution, allows you to define workflows in the BMS Service Desk that can auto-remediate service ticket issues. In other words, you can resolve and close tickets automatically by executing scripts (agent procedures). The workflow runs a script based on keywords in the description of the ticket and the automated process will be documented in the ticket and the associated log files.

BMS also integrates with IT Glue, the Kaseya IT documentation tool, allowing technicians to resolve incidents faster by having IT information when and where they need it. Another example of a deep workflow integration is shown in the screenshot below. This one shows that related IT Glue documentation will automatically be shown in the BMS ticket window. This means that documents that are specifically relevant to the IT incident in the ticket will be shown.

Access to IT Glue documentation allows technicians to resolve IT incidents more quickly. Quick resolution correlates highly with higher customer satisfaction, which means less customer churn for your MSP business.

Learn about selecting the right PSA solution for your MSP business by downloading The Ultimate PSA Buyer’s Guide for MSPs.

The post Boost MSP Efficiency With RMM and PSA Integration appeared first on Kaseya.

Kaseya approaches this differently. Our RMM solution, VSA, is tightly integrated with our BMS PSA solution, and those tools are getting closer every day. Meanwhile VSA integrates with other PSAs, including ConnectWise. However, the best synergy comes from the VSA/BMS combo, which offers superior ticketing efficiency and a single pane of glass interface that makes the two seem as one.

The Importance of a Next-Generation PSA

Just as important as the RMM integration, BMS is a next-generation PSA, and while purpose-built for MSPs. So what is a next-gen PSA solution? Let’s start with a first-gen solution, which offers too many features that add no value and bring with them confusion, inefficiency, the need to highly customize, and ponderous training. They also include frustrating outdated interfaces, and require enough clicking to induce carpal tunnel. Finally, legacy architectures mean slow performance, and security can be achieved only with third-party plugins.

A next-generation PSA has none of these shortcomings, and a wealth of advantages, including:

• Clean, modern, intuitive interface, which translates into a better user experience
• Born in the cloud with modern architecture for scale and speed that translates into business efficiency
• Easy administration with Active Directory integration and frequent updates/releases
• Seamless integration with VSA, saving critical time and money in a way no other combined solution can

The BMS + VSA Advantage

Combining BMS and VSA drives efficiency across your ticket lifecycle, and reduces ticket resolution time by 40%. Here is how:

• Automatic ticket deduping
• A modern interface with fewer clicks for common tasks
• Advanced automation with reduces manual takes
• Live Connect, which works with VSA and BMS and lets tech launch remote sessions directly from tickets
• Automatic sync, which discovers assets, alarms and ticket changes which are synced across the RMM and PSA.

More Integration to Come

Kaseya is not done making BMS and VSA closer. Here is the near-term roadmap for BMS:

• Merge Ticket Capabilities
• IT Glue Integration
• Contextual Launch of IT Glue
• Two-Way Calendar Sync: Office 365, Exchange and Gmail
• Kaseya One Integration
• Price to Asset (Based on VSA Metrics)

Kaseya MSP Customers Put Them Together

Spectrum Data Networks is a MSP startup in Houston, and needed core RMM and PSA solutions. Kyle Tennyson, a managing partner at startup, already worked with Kaseya, and adopted VSA and BMS. “Without BMS and VSA, it would’ve been more complicated to find a platform we were familiar with. We worked with Kaseya for years. It is home. You don’t really feel like going anywhere else,” Tennyson explained.

Tennyson uses BMS project management capabilities for onboarding, and finds it integration with VSA essential. “One thing we found was you can onboard a client, but if you don’t set certain tasks for the technicians involved in onboarding a client, they fly by the seat of their pants,” he said. “I start with a customer we are onboarding, put all the details of the system in such as address locations. Once you enter all that in, it just puts it over to VSA. It is done from that aspect.”

ConnectWise Hooks

Based on customer demand, Kaseya built a tool that migrates users from ConnectWise to BMS, and Kaseya also has an integration solution. An automated, bi-directional sync plugin, the Kaseya PSA Connector enables seamless integration between Kaseya’s VSA remote monitoring and management (RMM) solution and ConnectWise Manage PSA.

MSPs are fans of the RMM/PSA integration. “Being able to choose the best in breed technologies for our business is one of the keys to our success. Making sure that these solutions work together is the other, equally important part of the equation,” said Matt Burnette, proactive services team lead, Acropolis Technology Group. “Kaseya’s ongoing commitment to ensuring compatibility and interoperability across multiple vendor products makes it easy for us to seamlessly deliver the best products and services to our customers, and maintain the highest levels of quality.”

Learning about BMS will not Cost a Cent

You can check out BMS with a free trial, and if you like what you see, have a conversation with our product specialists regarding the scope of your migration process.

When you download and install BMS Express, the migration wizard automatically exports the data objects from your current PSA and into BMS, including:

1. Companies & Departments
2. Locations
3. Contacts / Portal Users
4. Employees
5. Queues (Service Boards)
6. Tickets & Ticket Notes
7. Projects & Tasks
8. Time & Expense Entries
9. Hardware Assets (Configurations)
10. Knowledge Base
11. Opportunities
12. Activities

Finally, the Kaseya professional services team will ensure your workflows, financial data, and contracts are effectively rebuilt – and that your team is fully trained and enabled to embrace the next-generation features of BMS.

Get the full story by attending our Better Together: VSA and BMS in Perfect Harmony  webinar.

Also, learn more about BMS and get your free trial.

Finally, Get you exclusive RMM+PSA Buyers Guide, here.

Get a BMS demo by clicking: https://www.kaseya.com/get-started/bms-demo/.

The post RMM + PSA – The Very Definition of IT Synergy appeared first on Kaseya.