Brochure: Kaseya Omni MSP

THE CHALLENGE

Most MSPs leverage products from multiple vendors, which leads to disparate systems not working together, resulting in inefficiency and lowered productivity. The impact is even more acutely felt when customer support issues arise, and the technician must gather the required information from multiple sources to determine the root cause and the solution. While the back-office functionality sits in a professional services automation (PSA) tool, the device information rests in the remote monitoring and management (RMM) solution, and documentation hides somewhere in a Word document.

Then it gets worse. The technician must get into the RMM solution to remotely log in to the client’s device to fix the issues and then follow up with ticket resolution in the PSA tool. Going to different products to complete a given workflow is frustrating and time consuming. Even the smallest mistake can derail the entire process. It not only brings down customer satisfaction, but also puts SLAs on the line. At the same times there is:

• No guarantee of finding the required information
• A lack of documented standard operating procedures
• Ample room for human error