Comments on: The real truth about PSA software? http://www.coreconnex.com/2009/11/16/the-real-truth-about-psa-software/?utm_source=rss&utm_medium=rss&utm_campaign=the-real-truth-about-psa-software Use financial intelligence to see a clearer picture of your business and industry Sat, 17 Dec 2011 17:23:01 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Chris Johnson http://www.coreconnex.com/2009/11/16/the-real-truth-about-psa-software/comment-page-1/#comment-228 Chris Johnson Fri, 20 Nov 2009 17:07:12 +0000 http://www.coreconnex.com/?p=2470#comment-228 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 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

]]> By: Tony Lael http://www.coreconnex.com/2009/11/16/the-real-truth-about-psa-software/comment-page-1/#comment-227 Tony Lael Fri, 20 Nov 2009 15:49:30 +0000 http://www.coreconnex.com/?p=2470#comment-227 Aaron, I really appreciate your honesty about how employeess and clients react to integrating a PSA - this is so true. Aaron, I really appreciate your honesty about how employeess and clients react to integrating a PSA – this is so true.

]]> By: Aaron Booker http://www.coreconnex.com/2009/11/16/the-real-truth-about-psa-software/comment-page-1/#comment-226 Aaron Booker Fri, 20 Nov 2009 13:05:39 +0000 http://www.coreconnex.com/?p=2470#comment-226 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 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

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