The real truth about PSA software?
11/16/09 at 10:58 PM by Tony Lael
PSA software has been around for almost a decade, but has built a powerful following in just the past few years. PSA systems are here to stay and have had an important impact on the market by integrating with key software you need to run your IT service company.
Financial business dashboard to monitor finances and goals
Remote monitoring & management tools to watch the technology you service
Accounting system to managing receivables, billing and tax reporting
Many CRM systems say they are PSAs, but there is a big difference
Top quality PSA systems contain CRM function and features within them. Many CRM vendors are trying to move into this space, but their systems have been retrofitted. CRMs also take a lot of customization toget the job done instead of having the process built right in.
Define business reason for purchase first, look at features second
So many companies find themselves falling in love with features first – let’s face it, we are geeks and love the gadgets. Do the right thing and define why your business needs this software first, then check out your options.
Find the community you relate with the best
Find a PSA vendor who also has a strong community of users so that you can continously learn from your peers.
The 3 major PSA systems, as everone knows, are ConnectWise, Autotask and Tigerpaw. I’m not sure how competitive this indutry is going to get, but take it from a former PSA vendor – you need a PSA to run your business and connect the rest of your systems to the information you need.
I would enjoy hearing comments or suggestions on other PSA systems people should be paying attention to.
Tony,
I couldn’t agree more with your blog. Three years ago as I was starting my Microsoft focused practice, I heard that a PSA was the first thing I should get. They were right… Many VARs focus on the tools (like whether to go with Level Platforms, Kaseya, Zenith, or N-Able) but if you’re going to survive and thrive in this tough environment – you need to track your time and your tickets statuses. This will make your employees curse you (because it takes work) but your clients love you (because of the detail they can get on how things get resolved)!
Aaron Booker
Hardlines Company
Aaron, I really appreciate your honesty about how employeess and clients react to integrating a PSA – this is so true.
I must disagree to the first part on what Aaron said about the first thing you should get is PSA. While that may be true today, when we started out we primarily offered consulting to existing IT companies and our own clients we struggled to find a PSA that was both mature enough and coincided with our business strategy. I think today what you are saying is spot on.
What I find very interesting after having been a ConnexIT user and considering our migration to either AutoTask or Connectwise how different the PSA applications approach many of the core functions in a PSA application. Which brings us right back to choosing a PSA based on how it fits with your business.
CRM is a tough one when looking at maturity products like Salesforce, SugarCRM, Entellium and there are many others that have as much depth and functionality as a PSA but are purely focused on the sales cycle and the farm vs hunt model of accquiring new business.
At the end of the day for us and many out there being able to have all of your tools wrapped up under one roof (application) makes for a better overall workflow even if there are tools that aren’t as sharp or polished as we would like them.
Look for a PSA that has a well documented API and is openly embracing interfacing with other applications. Overtime I believe that a PSA or CRM will be defined by a series of applications that are linked together and managed through dashboards.
Oh and once the employees stop cursing they tend to come around and say WOW, look how much more I am getting paid or how much more efficiently I am working.
My 2 Cents!
Chris Johnson
Untangled Solutions, LLC