PSA Advice
November 22, 2022

Why Your PSA Is Killing Your Business

As more and more businesses shift to outsourced IT support services, MSPs have realized a sizable increase in demand. However, many are struggling to meet the moment. PSAs have added complexity and costs that are driving MSPs into the red. Here's how PSAs are killing your business and one innovative solution that can help.

Why Your PSA Is Killing Your Business

As the job market has shifted in recent years, so too has the way that organizations manage their backend processes. Especially in the fields of information security and IT support services, more firms are turning to managed service providers (MSPs) than ever before. It’s estimated that nearly half of all organizations plan to partner with an MSP (if they don’t already). That’s a lot of potential business opportunities for your MSP to capitalize on.

So, while the demand is there, it’s important that you choose the right tools to manage your business. Many MSPs have wisely turned to professional services automation (PSA) software to integrate core processes and ultimately deliver better services to customers. However, when it comes to choosing the right PSA, there isn’t a one-size-fits-all approach.

The decision of which PSA platform to choose can make or break your business. Here’s why most MSPs are making the wrong choice.

MSPs Are Having a Moment

Most IT service providers have now transitioned to a managed-service contract model. This grants MSPs a continuous revenue stream while also allowing them to cultivate full-time talent and always be available to support client needs. And with an increasing concern for IT security services, 42% of organizations now plan to invest more in security software and cloud-based applications. That gives you as an MSP manager the ability to meet the needs and desires of organizations across industries.

As of 2019, a strong majority of businesses already used hosted cloud services. As managed IT experts, MSPs offer organizations the opportunity to better manage these services at a significant cost savings. More and more executives have recognized this, causing them to outsource this part of their business. This has fueled MSP growth in recent years. In fact, the industry is projected to grow from $243 billion in 2021 to more than $557 billion in 2028.

Still, Many MSPs Are Failing

While the market outlook for MSPs is hot, the reality is pretty cold. Many MSPs are fighting for their lives to avoid going into the red. They struggle to meet their service level agreements (SLAs), retain customers, and keep staff from jumping ship.

This struggle isn’t due to a single factor. It’s not the skill level of technicians, lack of investment, or structure of the SLAs that’s causing MSPs to fail. The culprit lies in the PSAs that are chosen to run the business.

PSAs are expensive. Although the efficiencies they produce can often lead to cost savings, they still take a toll on the bottom line. In addition, technicians often complain that PSAs add an additional, unnecessary layer of complexity. The convoluted processes to manage and close tickets hurts their ability to complete tasks in a timely manner, which impacts SLA timelines and customer satisfaction. 

Many PSA systems available on the market today don’t include timesheet tracking for employees. Onboarding and training are often complicated as well, which has led many MSPs to hire consultants just to run their PSA, further increasing costs.

There also isn’t always clear visibility of where techs may be falling behind. As a result, if you’re not consistently on top of your metrics, it’s easy to go into the red without even realizing it. 

It’s no secret that the PSAs available aren’t suitable for the current market environment. But, many MSP owners are at a complete loss of what to do to catch up. This has led them to select expensive, unqualified solutions.

Enter Zest: The Only PSA Solution That Drives Business

Zest was designed by MSP technicians as the antithesis to the overcomplicated MSP management systems on the market today. Gone are the unnecessary customizations, time-consuming configurations, and needs for additional hires to manage your PSA. With time tracking and prioritized ticketing, Zest has helped numerous MSPs boost their productivity and meet SLAs. A built-in dashbar also gives managers unique insight into company health, allowing them to address pain points and bottlenecks in the moment.

While other PSAs are stuck in the middle ages, Zest is slaying the dragon of complexity and offering real, next-gen solutions for today’s business environment. MSPs have an opportunity. Don’t miss your chance to maximize your service potential and let your client satisfaction (and profits) soar. 

Sign up for a free trial today to see if Zest is the right solution to manage your MSP.

Take the complexity out of your MSP Business