Scalability and growth are two of the most important factors in a managed service provider’s (MSP’s) success. With the global automation market projected to grow by $12.3 billion by 2027, it is crucial MSPs continue to adapt and evolve. As much of the industry shifts to per-user pricing and real-time operations and feedback, the need to reduce human error is more crucial than ever.
There are many benefits to automating your MSP including:
- saving time and money
- simplifying tasks
- reducing variability
This allows your business to operate at a lower cost and improve productivity, ultimately increasing scalability and the potential for growth as client satisfaction soars.
The risks of not automating are also great. Inputting data by hand can lead to:
- inaccurate time entries and performance reporting
- poor record keeping
- difficulty communicating
Per-User Pricing
Per-user pricing charges customers a portion of their bill based on how many people you’re supporting. This means there isn’t a one-to-one correlation between people and devices anymore. This new model requires you to account for client turnover and onboarding every billing period, which is both tedious and time-consuming to do manually. No MSP wants to undermine superior support by upsetting clients because of a mistake with invoices. Accurate billing is of the utmost importance to maintain trust with a client. Using an automated billing service to minimize unneeded spreadsheets and time spent translating that data into professional service automation software is a great place to start.
Real-Time Ticketing
With the shift to per-user pricing comes the need to work in real-time. Contract health is based on the time your team is spending supporting the client’s contract. Inaccurate time tracking reduces the ability to calculate the profitability of contracts. Automation takes time tracking out of engineers’ hands to provide a realistic profitability model. Try using a dedicated automation tool to track time, so you not only reduce lost time but also ensure multitasking is reduced and consistency is created across employees.
Feedback Loop
Operating successfully in real-time requires feedback. A great way to do this is through visualization. Investing in tools that model workflows make it easy to spot errors. Dispatchers are better able to manage the team’s work when feedback is provided. Real-time feedback allows potential mistakes to be caught and addressed immediately, instead of waiting for a performance review.
It is important to work smarter, not harder. Let your automation tools work for you to reduce human error, enabling better client relationships, profitability, and consistency. Increasing the time you can focus on customer support and satisfaction will help build stronger client relationships and better customer loyalty.
Nilear offers tools for invoicing, time tracking, and workload management/feedback. For more information or to schedule a demo, visit https://nilear.com/