February 02, 2022

How to Improve Business Efficiency and Service Delivery With an integrated PSA RMM platform

By Ona Blanchette

Efficient and effective delivery of IT support services are central to managed service providers’ (MSPs) success. A unified professional services automation (PSA) and remote monitoring and management (RMM) experience each hold key functionality in helping an MSP run their business efficiently and successfully.

When successfully unified, they can provide relevant, real-time data and actions in front of your technicians to triage tickets faster, improve front-line fix rates, and resolve issues quickly. Enable staff to work faster through consolidated device analytics and alert activity to immediately take informed action.

Benefits of a PSA Solution

Professional Services Automation (PSA) solutions are the business management platform that centralizes operations to deliver the mission-critical tools needed for an MSP to run client services. It works as a single pane of glass view providing full visibility into internal operations, customers, and prospects to improve efficiency and service to unify people, processes, and data

Optimized PSA solutions have workflows that help MSPs to resolve tickets faster—and make data-driven decisions to improve service, efficiency, accountability, and profitability. A PSA solution can organize process information, client information, inventory, billable hours, time-off requests to:

  • Centralized operations to unify all of your staff from help tickets to purchasing to billing and invoicing to increase operational efficacy and provide service accountability
  • Maximize Uptime and provide scalability along with a simplified user experience for your staff to use, learn, and onboard

Delvers Data-Driven decisions with simplified dashboards and analytics to help MSPs identify actionable insights and quick, easy-to-understand reporting. MSPs can track the metrics that matter and dig into the granular reporting that provides intelligence to make the best decisions for the company, such as ticket backlog, service level agreement compliance, resource utilization, and client satisfaction.

What Is Remote Monitoring and Management (RMM)?

Remote Monitoring and Management (RMM) is a software tool used by Managed Service Providers (MSPs) to remotely manage, monitor, support and secure all of their client’s IT infrastructure. These tools are one of the essential building blocks for delivering IT management services. Where a PSA solution works to unite the services and processes of an MSPs business, an RMM solution helps them ensure the IT infrastructure they manage, including their own, are current, secure, and efficient. The challenge for many MSPs here is that not all RMMs are created equal.

To effectively manage the complexity, costs, and risks associated with supporting every device they are contracted to support, MSPs need an RMM solution that goes beyond remotely managing endpoints. Datto RMM is a secure, cloud-based single platform to remotely monitor, manage and support an MSP’s entire client base. With Datto RMM, MSPs can centralize their operations through a multi-tenant view, solve issues faster with powerful HTML5 remote control, and enhance the efficiency of their service delivery with automated monitoring, alerts and insightful reports. Being a security-first solution, Datto RMM enables MSPs to secure their clients’ devices through features such as native ransomware detection and a powerful patching engine.


Unified Autotask PSA and Datto RMM Provide Efficiency

RMM and PSA tools are imperative for MSPs to deliver quality services at scale, but they’re not all created equally. MSPs may feel stuck with their current solutions because the thought of switching seems daunting and overwhelming, however, that doesn’t have to be the case. In the last five years, thousands of MSPs have made the switch from a legacy solution to Datto’s Business Management tools, Autotask PSA and Datto RMM.

A unified Autotask PSA and Datto RMM platform improves the management and profitability of your business by:

  • Providing relevant, real-time data and actions in front of your technicians to triage tickets faster, improve front-line fix rates, and provide complete visibility into clients, internal operations, and profitability.
  • Syncing Assets in Datto RMM into Autotask PSA with 360-degree monitoring, alert-to-ticket synchronization, and workflow integrations that allow technicians to move seamlessly between applications to get access to the right information when and where they need it.
  • Easily identifying new revenue opportunities, quickly assembling a contract compliance report, and preparing quotes.

Combining the device-centric data in RMM with the ticket-driven information, customer and contract information, and powerful reporting capabilities of Autotask PSA provides a complete view of your operations and unlocks massive business opportunities. 

Not yet using Datto RMM and ready to give it a try? Don’t miss out on a 14-day trial. Request your trial today for access to the full range of Datto RMM features and functionality.

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