If you’re an IT solutions provider that’s considering selling managed services, it won’t be long before you’re ready to trade in your Excel tracking and ticketing system for something more robust. Many of the PSA offerings on the market today include modules for project management, resource management, CRM (customer relationship management), and knowledge management. Most MSPs will agree that the time and project management savings from a PSA alone are worth several times the cost of the software.
It should be noted, however, that selecting a PSA solution is a serious commitment. Once you make your decision — even if you find out a few months later that you’d like to investigate another PSA — it’s probably not going to happen. Because of the long learning curve and time investment required to adequately compare PSA products, we found successful MSPs who have many years of experience working with their respective PSA solutions.
Dale Walls is the president of Corsica Technologies, an MSP who was featured on the cover of our August 2012 issue. Walls has been an Autotask user for the past seven years. We sat down with Walls to talk candidly about the strengths and weaknesses of Autotask. What follows are notes from our conversation, which will help you make a more informed decision as you consider a PSA for your business needs.
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