May 25, 2022

Common Mistakes Made When Choosing MSP Software

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Managed service providers perform a variety of functions for their clients. These tasks range from data center hosting to 24/7 IT support. When MSPs typically work with clients, they offer many deliverables that can be time-consuming and costly to fulfill.

Avoid these common speedbumps

MSP software helps automate a lot of these processes and it gives MSPs time back that can be focused on higher leverage work. Although MSPs are aware of the different software programs available, they often don’t know where to start. This lack of knowledge can lead to MSPs making common mistakes when choosing an MSP software. In this post, we’ll cover the most common mistakes MSPs make when choosing software and this can help you avoid making the same mistakes.

1. Choosing a product that’s not specific to their needs

One of the most common mistakes that MSPs make when choosing a solution is picking a generic product. Many software products on the market offer a wide range of features for MSPs. It’s important for an MSP product to be based on the specific needs of clients. This will provide the most utility and ROI for your business. There’s no value to choosing feature-loaded or complex software if it’s not generating any real productivity gains for your MSP.

The MSP software provider you select must be relevant to your industry. MSPs offer tailored solutions for their customers and the MSP software they choose should support that. Make sure the MSP software you choose is specific to your industry and it can perform the key features you’re looking to automate. This will provide the best return for your business and it will free up your time.

2. Lack of availability

Many MSPs offer 24/7 availability and IT support for their clients and they need software that can support that. Since this is a core offering for most MSPs, your software should be powering your 24/7 availability and operations. This means any processes that are being run on your software should be running 24/7. Most MSPs simply cannot afford to have a lack of software available in their business operations.

Availability also means support from your MSP software provider. If you need urgent assistance, you can’t afford to have an MSP software that’s only able to support you during normal business hours. The MSP software you choose should also have 24/7 support to power your 24/7 operations. This way, you can get the help and support you need when you need it.

To have availability, you’ll need both software availability and support availability. The software you choose should have 99% uptime in addition to customer service representatives that can help you with any issues you may encounter. This ultimately allows you to service your customers better and helps you deliver on your 24/7 support for your customers.

3. Lack of automation features

A key reason why MSPs choose to use software is to automate their processes. This helps MSPs free up their time so they can focus on higher leverage work. The MSP software you choose should have features that automate your processes. This could include features like automatic billing, ticketing, and reporting.

Automation is one of the key features that distinguishes MSP software from each other. The better automation is for a particular software, the more value it brings to MSPs by saving them time and money. Choosing an MSP software with powerful automation features will allow you to scale your operations while improving your productivity.

The MSP software you choose should also have a robust API. This will allow you to integrate the software with other tools in your stack. This way, you can automate even more of your processes. The key component in all of this is to automate the processes you want. Take a look at how you spend your time; the processes that take up most of your time should be the first ones you automate.

4. Lack of reporting

The average MSP provides a lot of reporting for their clients. This reporting gives clients up-to-date information on how their business’ cybersecurity and processes are performing. If an MSP moves any part of their operation to a software tool, they still need reporting to give to their clients. This is why it’s important to include reporting in your list of essential features.

MSP software generates tons of data on your clients and operations. Advanced reporting tools on MSP software make all that data digestible and actionable for you and your clients. The reporting features in MSP software should give you the ability to customize reports and dashboards. This way, you can present the data in a way that’s most relevant and easy for your clients to understand.

5. Lack of consulting

One of the best ways to avoid choosing the wrong MSP software is to consult with an expert. Choosing software that your entire business runs on based cursory research is never a good option. By consulting with a trusted MSP software expert, you can quickly skip many software buying issues and find the best solution for your business, along with the best pricing.

By using a tool like TechnologyAdvice’s MSP Software Product Selection Tool, you can select MSP software based on your own unique requirements. You can narrow down your options from a pool of potential software to 3-5 vendors and do a free trial of each product. This process provides you with the most risk-free and high ROI method to choose your MSP software.

If you’re currently in the market for MSP software and need help finding the right solution, TechnologyAdvice can help your business. To learn more on how to pick an MSP software product, check out our in-depth guide here.