Empowering MSP Managers: Digital Solutions Changing the Game
As an MSP manager, your day is a race against the clock.
Each day, you’re overwhelmed with tasks demanding your attention. Your virtual workspace is swamped with service tickets that come faster than you can dispatch them. You’re in control of teams, enforcing training and evaluating performances. You’re also at the forefront of understanding client needs and enriching client relationships.
What if the volume of manual to-dos were more manageable through a workflow where efficiency is a reality…
This is the benefit of cutting-edge MSP management solutions.
MSPbots Next Ticket is a digital innovation designed to be the sidekick you’ve always needed. It works in the background, sorting, categorizing, and prioritizing tickets, transforming a time-consuming process into a seamless flow.
MSP managers are the first line of defense against the chaos of daily operations. You face many challenges, but here are three common hurdles:
Ticketing Triage Troubles
Let’s talk about the lifeblood of any MSP operation: ticketing. Every ticket needs careful handling to avoid delays, with that come the issues of identifying which to prioritize, which require specific technical skills, and which can wait, is a formidable task.
Even with a dispatcher, the risk of human error looms—a misplaced priority or a missed critical alert can escalate quickly. When there’s no dispatcher the challenges are exacerbated, leading to disorder that could jeopardize client relations. In both cases, your processes are subject to delay due to illness, vacations, shift completion and staff turnover.
Cultivating a Skilled MSP Workforce
When technicians overlook SOPs or deviate from the SLAs, the ripple effect on service delivery can be significant. It leads to inconsistency, an increase in errors, and the danger of compromised service quality.
This inconsistency often points to a deeper issue within the training and follow up frameworks. It raises a red flag that perhaps the training and/or oversight are not as robust or as regular as they need to be.
For an MSP manager, addressing this gap is crucial.
Upholding Customer Satisfaction
Maintaining customer satisfaction is non-negotiable. In the MSP world, high levels of satisfaction are the result resolved tickets and the experience.
The weight of these challenges can be stifling.
But what if there were ways to overcome these challenges? In the next section, we’ll dive into the digital MSP management solutions that will take you to the next level.
MSPbots provides a multifaceted suite of services designed to empower MSPs and their managers. At the center lies Next Ticket, which automates the triage and dispatch processes, reducing response and resolution times through minimizing human error.
Bots streamline operations, allowing for a focus on strategic tasks by automating routine work.
Business intelligence offers deep insights into performance metrics, driving informed decision-making and highlighting opportunities for improvement.
Solving Ticketing Triage Troubles with Next Ticket
For MSP managers grappling with ticketing triage troubles, MSPbots offers Next Ticket.
This system acts as an extension of your dispatch team. By establishing filters and rules that mirror your existing triage procedures, Next Ticket categorizes and prioritizes tickets using your PSA system’s criteria, such as ‘Company Type,’ to assign points. This eliminates the need for manual review of each ticket and also represents a significant time-saving measure—reducing dispatcher workload by up to 80%.
The Next Ticket for ConnectWise Manage includes bots designed to further refine the ticket triage process:
The Rejected Alert bot notifies the member and the manager immediately if a ticket is rejected.
The Rejected Summary Alert bot sends a weekly digest of all rejected tickets, allowing managers to spot patterns and address issues systematically.
Lastly, the Daily Utilization Alert bot monitors user engagement, alerting users with a utilization rate below 60% at day’s end to encourage consistent use of the Next Ticket system.
Empowering Your Workforce with Micro Training Bots
Cultivating a skilled MSP workforce goes beyond conventional training sessions; it’s about continuous reinforcement of standards. MSPbots addresses this through micro training bots.
These bots are a form of on-the-job training, enforcing the specific rules set by your MSP. Whether it’s an alert about a missed procedure or a reminder for a pending task, these bots deliver the right message at the right time, directly to the technician’s workspace. If actions aren’t taken as instruced, escalation messages notify managers.
The flexibility of these bots is what sets them apart. Managers select from a variety of premade bots, from categories such as alerts, reminders, ticketing, quality assurance, and attendance. They can tweak thresholds and alert settings or create new bots from scratch.
Moreover, these bots integrate smoothly with various platforms like MS Teams, Slack, ConnectWise, Autotask, and more, guaranteeing they complement and enhance your existing digital ecosystem.
Boosting Customer Satisfaction with Automation
Upholding high customer satisfaction standards is dependent on the end results, efficiency, and consistency of the service process. MSPbots’ bots, while instrumental in reinforcing standards for technicians, also enhance the overall workflow.
These bots ensure every step of the service delivery is optimized. They issue smart alerts whenever there are KPI deviations within business intelligence dashboards, anomalies in the ticketing process, or gaps in technician attendance and utilization. By promptly addressing them, MSP managers can significantly reduce response times and provide an elevated level of service experience to their clients.
These smart alerts foster a service culture of reliability. When customers see that an MSP is quick to resolve issues, adheres to agreed-upon SLAs, and maintains consistent communication, trust grows.
Without a service desk manager, Excellent Network’s CEO, Mark Luna, turned to Next Ticket to fill the gap.
With MSPbots’ alert system, Mark found a stand-in for a service manager, ensuring that vigilance in the support process was maintained. “It kind of created like a mini manager for me, so I wouldn’t have to worry [about] a lot of things,” he reflected. By prioritizing tickets based on MSP agreement revenue, Next Ticket ensured that VIP clients received timely attention.
Mark’s conclusion speaks volumes about the efficacy of integrating Next Ticket: “I know that it’s making us more efficient because tickets aren’t falling through the cracks anymore.”
This case study shows how digital solutions can revolutionize MSP service delivery, leading to faster resolution times, a more efficient service process, and ultimately, a higher standard of tech support.
Mark’s story shows how Next Ticket can effectively step in, even in the absence of a service desk manager. This narrative, while rooted in the context of a smaller MSP, opens the conversation to a universal truth: MSP management solutions like Next Ticket are not just a stopgap for lean teams but are equally empowering for medium and larger-sized MSPs.
For businesses with larger infrastructures, the integration of technology like Next Ticket doesn’t aim to replace the human expertise but to enhance it. The nuanced understanding and decision-making capabilities of a seasoned ticket service manager are irreplaceable, but can be augmented and even improved by the analytical ability of Next Ticket.
Next Ticket and similar digital tools serve as a complement to human intuition and managerial finesse. They provide the capability to review, triage, prioritize, and assign tickets in mere seconds—a task that would take even the most experienced dispatchers several minutes—reinforcing the human element with speed and precision.
Technology stands as a pillar supporting the human element, ensuring that MSP managers, irrespective of their organization’s size, can leverage their skills to the fullest and elevate their role from operational overseers to visionary leaders.
Discover the power of MSP management solutions yourself. Book a demo or sign up now to explore our tools and reinforce your team’s capabilities.
Embrace automation—let MSPbots be the key to unlocking your MSP’s full potential.
