Comments on: CRM / Professional Services Automation tools for managed service providers http://smbitpros.com/2008/05/12/crm-professional-services-automation-tools-for-managed-service-providers/ a resource for managed service providers and other small business IT professionals Wed, 20 Aug 2008 21:44:32 +0000 http://wordpress.org/?v=2.3.1 By: nvossburg http://smbitpros.com/2008/05/12/crm-professional-services-automation-tools-for-managed-service-providers/#comment-218 nvossburg Wed, 14 May 2008 13:26:15 +0000 http://smbitpros.com/2008/05/12/crm-professional-services-automation-tools-for-managed-service-providers/#comment-218 Sure, our lesson learned was try before you buy, and I dont mean demo, actually do a live test for at least a few months in your support department to see how the tools effect your service and empower your staff. I'll keep an eye out for the monitoring post. Sure, our lesson learned was try before you buy, and I dont mean demo, actually do a live test for at least a few months in your support department to see how the tools effect your service and empower your staff. I’ll keep an eye out for the monitoring post.

]]> By: Josh http://smbitpros.com/2008/05/12/crm-professional-services-automation-tools-for-managed-service-providers/#comment-216 Josh Wed, 14 May 2008 02:33:30 +0000 http://smbitpros.com/2008/05/12/crm-professional-services-automation-tools-for-managed-service-providers/#comment-216 Wow, it sure seems like you have been through every major tool out there. I agree with looking at different tools for specialized functions rather than forcing your processes to fit in one tool. We also utilize basecamp for specific client interactions as well as internal projects but the integration of projects and billing in CW Connectwise) keeps us in the tool for 99% of projects. I would love to hear your thoughts on the monitoring tools you have utilized but suggest we hold off on it for a separate post about monitoring tools. Wow, it sure seems like you have been through every major tool out there. I agree with looking at different tools for specialized functions rather than forcing your processes to fit in one tool.

We also utilize basecamp for specific client interactions as well as internal projects but the integration of projects and billing in CW Connectwise) keeps us in the tool for 99% of projects.

I would love to hear your thoughts on the monitoring tools you have utilized but suggest we hold off on it for a separate post about monitoring tools.

]]> By: nvossburg http://smbitpros.com/2008/05/12/crm-professional-services-automation-tools-for-managed-service-providers/#comment-213 nvossburg Tue, 13 May 2008 11:56:13 +0000 http://smbitpros.com/2008/05/12/crm-professional-services-automation-tools-for-managed-service-providers/#comment-213 Hello Josh, Your blog is a great resource to the community, thank you for your dedication to knowledge exchange. In the spirit of that, we use ConnectWise, however we've begun to look at other specialized tools for specific tasks. We believe its difficult for one system to be the "be all, end all" to a MSP's business requirements. From our observation, the tool whether its Autotask or ConnectWise (we've used both) offers ok to pretty good capability and performance in each area. Therefore, we're currently looking at: Project Management - Basecamp and MS Project Server Time Tracking - Harvest Salesforce Automation/CRM - MS CRM and ConnectWise Ticket Tracking - Zendesk Finance - QB Enterprise Edition For the all important MSP Platform, we've used Zenith, N-Able, Level Platforms, Kaseya, Silverback, and LogMeIn IT Reach in testing and production environments. We'd be happy to share our thoughts on these tools as well. Hello Josh,

Your blog is a great resource to the community, thank you for your dedication to knowledge exchange. In the spirit of that, we use ConnectWise, however we’ve begun to look at other specialized tools for specific tasks. We believe its difficult for one system to be the “be all, end all” to a MSP’s business requirements. From our observation, the tool whether its Autotask or ConnectWise (we’ve used both) offers ok to pretty good capability and performance in each area. Therefore, we’re currently looking at:

Project Management - Basecamp and MS Project Server
Time Tracking - Harvest
Salesforce Automation/CRM - MS CRM and ConnectWise
Ticket Tracking - Zendesk
Finance - QB Enterprise Edition

For the all important MSP Platform, we’ve used Zenith, N-Able, Level Platforms, Kaseya, Silverback, and LogMeIn IT Reach in testing and production environments. We’d be happy to share our thoughts on these tools as well.

]]> By: Josh http://smbitpros.com/2008/05/12/crm-professional-services-automation-tools-for-managed-service-providers/#comment-210 Josh Tue, 13 May 2008 03:05:26 +0000 http://smbitpros.com/2008/05/12/crm-professional-services-automation-tools-for-managed-service-providers/#comment-210 Thank you for sharing your choices in tools with us. I have to admit that we have struggled with the project management features in Connectwise as well over time. They have been very open to feedback though so I suggest sharing your thoughts and ideas with them. I have seen many ways of dealing with managing projects out in the field and I am not certain why this was such an underdeveloped are of the PSA tool. I have not seen how Autotask handles field projects but I would be interested to know if anyone out there is familiar with the tool. JC Thank you for sharing your choices in tools with us. I have to admit that we have struggled with the project management features in Connectwise as well over time.

They have been very open to feedback though so I suggest sharing your thoughts and ideas with them.

I have seen many ways of dealing with managing projects out in the field and I am not certain why this was such an underdeveloped are of the PSA tool. I have not seen how Autotask handles field projects but I would be interested to know if anyone out there is familiar with the tool.

JC

]]> By: Foundations of Technology » Blog Archive » The Right Tool For The Job http://smbitpros.com/2008/05/12/crm-professional-services-automation-tools-for-managed-service-providers/#comment-209 Foundations of Technology » Blog Archive » The Right Tool For The Job Tue, 13 May 2008 02:15:46 +0000 http://smbitpros.com/2008/05/12/crm-professional-services-automation-tools-for-managed-service-providers/#comment-209 [...] Scott Cover May 12th, 2008 | Filed under: Business, Technology I awoke this morning to a post on smbITpros.com about CRM and PSA tools, and the limited scope of products a provider had been [...] […] Scott Cover May 12th, 2008 | Filed under: Business, Technology I awoke this morning to a post on smbITpros.com about CRM and PSA tools, and the limited scope of products a provider had been […]

]]> By: stuobrien http://smbitpros.com/2008/05/12/crm-professional-services-automation-tools-for-managed-service-providers/#comment-206 stuobrien Mon, 12 May 2008 14:12:56 +0000 http://smbitpros.com/2008/05/12/crm-professional-services-automation-tools-for-managed-service-providers/#comment-206 We also use Connectwise PSA. It works well for capturing time overall, but has trouble with projects. For example, it can't update all tickets in a project at once if the date gets pushed back. We acknowledge the weakness and work around it the best we can. It also integrates with our monitoring portal application (Zenith) without much development work. We use a business consultant to answer questions and develop business workflows. We also use Connectwise PSA. It works well for capturing time overall, but has trouble with projects. For example, it can’t update all tickets in a project at once if the date gets pushed back. We acknowledge the weakness and work around it the best we can. It also integrates with our monitoring portal application (Zenith) without much development work. We use a business consultant to answer questions and develop business workflows.

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