What do you expect from your PSA tool?

By Stuart_Selbst
In MSP Coaching
June 30, 2014

Stuart Selbst / Stuart Selbst

CRMA few weeks ago I asked the MSPs I work with what are the most important features on their current PSA tool. I also asked them what other features they would like and how many they currently using. The responses were not surprising because I know that many MSPs using the feature rich PSA tools are not using more than 10 – 15% of the available features of those tools.

With all things being equal, I have disclosed to my partners and I will disclose publically that for the past 2 months, I have been consulting with Vorex. Vorex is a powerful cloud based PSA/CRM. The team at Vorex is developing an MSP/VAR friendly platform that will have the features the MSP/VAR needs to run their business successfully, while integrating with 3rd party tools to have one standard dashboard. At this time Vorex is in development of the service desk piece and building round trip integrations with some of the most popular RMM and other MSP tools. The goal at Vorex is to have a soft launch of the MSP/VAR solution by early August and then have the product ready for market no later than September 1.

My job as a consultant is to help the development team at Vorex build out the product with the features that an MSP will use most and keep the per user cost in check. When I started writing this post, I said that I surveyed my partners on the features that they use the most. From the responses I received the answers were very much the same:

Email processing where an email creates a ticket, replied create notes

Integration with RMM, RMM can create and close tickets (round trip ticketing)

Cloud based

Ability to import device info and client info from RMM

Time tracking in the ticket

Integration with accounting program or built in accounting

Ability to handle contract, break fix, and block hours

Naturally, there were features that some of them would like to see or improved that they don’t get from their current PSA tool. One of those features is better accounting software integration. It was mentioned that while they could create invoices from the current PSA, they were unable to post payments to the client’s account. So they actually have to do double the work.

I was asked if this survey was for a blog or market research. I guess it is a little of both, but mostly for this blog. I did discuss the features requested with Vorex and we are putting them on the short term road map. If Vorex can give MSPs the features they want and need the most, they will receive valuable feedback that will allow them to continue developing the product to fit the needs of our customer.

I realize this may come across as a commercial for Vorex. But, in reality it is just me talking about how the “600 pound gorillas” in the PSA market don’t seem to listen to those who are using their products.

What features do you use most in your PSA tool? Are you able to track employee’s time, PTO, reviews etc.? Are you able to easily track sales opportunities, contacts and contracts? How long does it take to implement your PSA? When bringing on a new employee, how many hours does it take you to train them on using your current PSA? I don’t know about you, but if the PSA was my main line of business software I would want it to do everything I needed right out of the box and with little to no training.

If you are 100% happy with your current PSA, fantastic, but I am looking for those of you who aren’t. I need 10 MSPs/VARs to work closely with me and Vorex for the soft launch. I am not asking for you to leave your current PSA, we just want your input and feedback of the product. For those MSPs/VARs who take part on our Advisory Board, you will get 5 full licenses of VorexPSA for 6 months at no charge.

Your PSA is the most important tool in your MSP business; it should be cost effective and give you the features you need to run your business successfully. If you aren’t getting that, maybe it is time for you to tell your PSA vendor just exactly what you need and expect from them.

All the best in success,


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