Why IT Resellers are adopting PSA tools like ConnectWise and Autotask

Monday, October 28, 2019

Many MSPs, IT Resellers and VARs are now using PSA (Professional Service Automation) tools to help them accurately and efficiently plan, monitor and implement faster billing cycles for customers. In the wider business, PSA tools can also be used for help desk ticket support or to integrate time sheets and expenses through an accounting system.

They’re fast becoming the bread and butter of a business, helping companies take more efficient routes while enhancing customer satisfaction. In fact, they’ve been proven to reduce customer dissatisfaction by 48% and can increase response times by 28% (Autotask, 2019).

What are the benefits of using a PSA tool?

Since there are many PSA tools available in the market, choosing one that’s right for your business can be time-consuming. You’ll need to weigh up their flexibility, integrations with current software, their security processes and if they offer any implementation support. For smaller companies, price will be a major factor, so it’s worth considering how effective the gains will be in comparison to its overall cost.

Each PSA tool should offer these staple benefits:

  • Simplify the billing model by managing a multitude of contract types and terms
  • Reduce your billing process dramatically and deliver a faster invoicing model
  • Deliver full visibility across the business – including reports, KPI measurable and costs
  • Keep all your information in one place
  • Capture accurate customer data to eliminate discrepancies

Integrate your chosen PSA with everyday business tools

Choosing a well-known PSA tool like Autotask or ConnectWise will enable you to integrate with multiple systems to increase business efficiency. If you partner with a CSP or deal directly with cloud distributors, you’ll want to integrate your PSA with their API, so you can easily spot discrepancies in license counts between the platforms.

If you partner with Giacom, you can connect your current PSA account (from either Autotask and ConnectWise) to our provisioning portal cloud.market. This means that if you were to order Office 365 licenses from us for your customer, it would be automatically reflected in your PSA software. If there are any discrepancies between the license counts, you can easily rectify these by modifying your license counts within cloud.market.

What if my current PSA doesn’t integrate with cloud.market?

We’re always implementing new software integrations for cloud.market. Chances are, if your current PSA isn’t available yet, it will be in the future. It’s also a good idea to suggest it to us by emailing [email protected]

If the integration is already available for your PSA, visit our Knowledgebase (which can be accessed through the support section of the portal) for a step-by-step guide to link your account to cloud.market. Alternatively, call us on 0333 332 0888 and we’ll be happy to talk you through the setup process.


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