Call me a bit nosy, but I like knowing what’s going on in other IT organizations. As someone who’s been in the tech industry for decades, I know what an optimized process and healthy workplace looks like, and I also care that tech teams are functioning at their best – that’s why I started ServiceTree in […]
When it comes to a knowledge base (KB) platform, you will find that people belong to one of two groups.
Social distancing measures during the coronavirus pandemic have resulted in slapdash transitions to a remote workplace. Naturally, I was curious to see how other MSPs are handling the transition, and I’ve been fortunate enough to talk to MSPs all around the world.
Going from one MSP to another, it’s fascinating to see the similarities and also the differences in how we in the MSP community are delivering very similar services, yet going about it in very different ways.
Which PSA is the best? Perhaps that is a very biased question. For those who are a ConnectWise or Autotask you may say…
Process —ahh, that word again. The word that makes most business owners and entrepreneurs cringe. But why?
ServiceTree will be replacing its full-stack software with a plugin that seamlessly integrates with ConnectWise Manage and Autotask.
One of the questions that invariably pops up when any group of MSP owners are talking is price.
What do you charge? How do you charge? What’s your best margin solution?
My answer to that question is fairly simple: Your services automation tool should answer those questions. You should be able to see the uptime (or downtime) of any solution you deploy with your customers. You should be able to easily see what products are consistently triggering support tickets, and which solutions are sailing along smoothly.
With ServiceTree, once a contract is in the solution, support tickets are intelligently routed by customer, project, SLA and more to ensure the right ticket is getting to the right tech at the right time.
Professional Service Automation (PSA) platforms typically include a knowledge base where clients can find answers to basic questions without contacting the help desk. Ironically, the ‘automation’ element is a misnomer (most PSA solutions include little to no automation), and the knowledge base component is usually static in nature. So not much automation going on here… […]