PSA Advice
March 28, 2023

5 Signs That It’s Time to Switch PSA Software

For many MSP managers, PSA software is the powerhouse that helps them organize and manage virtually every facet of the business. But what happens when your PSA is actually slowing you down? This article outlines five signs that help you know when it's time to switch to a new PSA solution - ideally one that helps support your growth, revenue goals and long-term business plan.

5 Signs That It’s Time to Switch PSA Software

Professional Service Automation (PSA) software has become a critical tool for MSPs to help manage their daily operations, including customer servicing, billing, and project management. The right software can streamline processes, optimize workflows, and provide MSPs with valuable insights into their business performance.

However, it's essential to reassess your PSA software regularly to ensure it still meets your needs and helps drive your business forward.

The wrong software can stifle productivity, limit growth, and cause headaches for your technicians and managers. Although you may feel comfortable with your existing solution, that doesn’t always mean it’s the best one for your business today.

Here are the five signs that indicate it's time to explore a new PSA solution. 

Sign #1: Your PSA Software Is No Longer Meeting Your Needs

When you first implemented your current PSA software, it likely provided a range of benefits to your MSP that met your needs. However, as your business grows and evolves, your needs will undoubtedly change. Over time, you’ll probably find yourself taking on more clients, offering new services, or changing your team structure. When this happens, it's important to evaluate whether your current PSA is still viable.

For example, if your software doesn't offer the necessary integrations or automation capabilities, you may need to manually enter data or perform repetitive tasks. This can lead to inefficiencies and errors, impacting your ability to provide high-quality service to your clients. Additionally, outdated PSA software may not be able to handle the increased volume of data and transactions that come with business growth, resulting in slow performance and a lack of scalability.

It's important to recognize that it's okay to outgrow your software. It's a sign that you're succeeding. As your MSP grows and evolves, your needs will change, and you need software that can keep up. By moving to the right platform, you can ensure that your team has the tools and capabilities necessary to continue providing top-notch service to your clients while also supporting the ongoing success of the business.

Sign #2: Your PSA Software Is Causing Inefficiencies

Inefficiencies can be a huge burden on any MSP business, resulting in increased costs, reduced profitability, and damaged client relationships. If you find yourself constantly having to work around your PSA software, it may be time to consider a new solution.

Outdated software is likely unable to automate certain processes or workflows, forcing your team to spend extra time manually completing tasks that could be handled more efficiently. Long lag times can also slow down your team's ability to complete work in a reasonable time, leading to frustrated techs and unhappy customers who are waiting for their tickets to be resolved.

Additionally, if your current software isn't integrated with other tools your team uses, such as accounting or project management solutions, it can create the need for manual data entry. This not only wastes time but can also increase the likelihood of errors.

Some providers are also constantly out of service, causing headaches and inefficiencies. The right PSA software can deliver not only improved business performance but also peace of mind knowing that your systems are always up and running.

Sign #3: Your PSA Software Is Not Compatible With Existing Tools/Systems

Integration is crucial for MSPs to run their businesses efficiently. When different tools and systems work together seamlessly, it creates a more streamlined and automated workflow, reducing the need for manual intervention and increasing overall productivity. Integrating your PSA software with other commonly used tools such as RMM (remote monitoring and management), help desk software, accounting software, and project management tools can greatly enhance the effectiveness of your business operations.

However, if your PSA software is not compatible with your existing tools and systems, it can be a significant hurdle. This incompatibility can cause a breakdown in communication between teams and departments, duplication of effort, and data entry errors, which can ultimately lead to costly mistakes and customer dissatisfaction.

For instance, if your PSA software does not integrate with your RMM tool, you may need to manually update tickets, causing lag time and potentially missing important alerts. Similarly, if your PSA is not compatible with your accounting software, you may need to manually enter invoices or reconcile payments, which can be time-consuming.

Sign #4: Your PSA Software Is Not User-Friendly
A user-friendly PSA software is critical for any MSP business. Your team should be able to easily navigate the software, understand how to perform basic tasks, and take advantage of all the features it offers.

When software is not user-friendly, it can lead to a decline in employee satisfaction and productivity.

Poor software usability can also lead to increased training times, which translates to more time and money invested in onboarding new technicians. Additionally, when techs are struggling to use the software, it can result in longer resolution times for customer tickets. This can potentially lead to SLA failure, a worst-case scenario for MSP managers.

Furthermore, a lack of user-friendliness can result in employees having to perform workarounds or find alternate tools to get their work done. This is not only frustrating but can lead to mistakes and duplicate data entry, which ultimately slows down the entire MSP operation. It's essential to have software that makes it easy for employees to do their jobs, and failure to provide such software can hinder growth and success.

Sign #5: Your PSA Software Doesn’t Include the Features You Need

As MSPs grow and evolve, they may require additional features in their PSA software to meet changing business needs. If your current PSA system does not offer the necessary functionality, it can create significant problems for your business.

One major issue is the inability to track key metrics effectively. Without easy access to real-time performance data, it can be difficult to make informed decisions and adjust your operations accordingly. This can lead to missed opportunities, decreased efficiency, and, ultimately, business failure.

Some examples of desired features in a modern PSA system include project management tools, integrated billing functionality, and customer service automation. These features can help MSPs streamline their operations, reduce manual labor, and improve customer satisfaction.

 It's important to evaluate your PSA software regularly to ensure it meets your evolving business needs. If your system is lacking the qualities you require to run your business to its best ability, it may be time to consider switching to a new provider.

Don’t Get Stuck With an Ineffective PSA

If your PSA software is no longer meeting your needs, causing inefficiencies, and doesn’t include the features you need to succeed, it may be time for something new. MSPs need to reassess their software regularly to ensure it helps drive business performance in every facet of the operation. By evaluating your business tools and being proactive about switching to a more modern and comprehensive PSA system, your organization can stay competitive and attract new customers.

With Zest, MSP managers are given complete insight into business operations. Unlike other PSAs, Zest provides constant monitoring of performance, enabling early detection of problem areas that may result in SLA failure. The platform offers easy access to all KPIs that are critical to day-to-day operations, setting your business up for success from the moment it’s installed. Sign up for a free trial with Zest today

If you're looking for a PSA solution that delivers the right data to drive MSP profitability, then schedule a free trial for Zest today!

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