Top 6 Benefits and 7 Use Cases in 2023

54%¹ MSPs say customer experience expectations have been the biggest driver of change in their operating model. Popular opportunities that MSPs should offer to grow their business and improve CX include, but are not limited to:

1. Faster response time
2. Personalized services
3. continuous interaction
4. 24/7 support

As we discuss later, recent surveys and research indicate that MSP automation (ie, managed service providers using automation tools) enables service providers to:

1. Offer better service to their customers
2. Achieve high customer satisfaction rates
3. Mitigating industry-specific challenges
4. Gain deeper automation expertise by selling automation consulting services like RPA consulting

In this article we will discuss:

• Explain what MSP automation is
• List popular automation tools that MSPs can use to improve their services
• Provide us with real-life case studies of service providers who have reaped the benefits of automation in their business workflows

What is MSP Automation?

MSP (Managed Service Providers) Automation refers to managed service providers who offer their services using automation tools.

Recent findings show that MSP automation as an operational strategy is essential. in the survey² From 1000 MSP Leaders:

In terms of the specific MSP processes that are most automated, the survey shows that these are among the best:

• Endpoint management– Management and protection of all devices connected to the network
• Endpoint monitoring– Continuously monitor devices on the network to ensure they are working properly
• Correcting the last point– Track, purchase, test and apply software updates to network endpoints
• Resolution of the ticket
• Cyber ​​protection

You can add a section on selling automation consulting to increase MSP

What are the benefits of MSP automation?

MSPs globally face the following challenges:

1. Sign up more clients
2. Managing new security threats
3. Hiring new employees
4. IT-budget reduction
5. Customer retention
6. Remote monitoring of external and internal processes
7. Consumers’ budgets have been reduced

By leveraging automation technologies, MSPs can mitigate these challenges and reap the following benefits:

1. Efficiency

Automation tools perform mundane tasks faster and more accurately than humans. This allows MSPs to achieve more with fewer resources.

For example, Logically, a Portland-based MSP, has embraced automation in a variety of functions, from back office and sales and marketing automation to front-line services. This automation journey has resulted in leaner operations, lower costs, and improved service speed and quality.

1.2. cost savings

By reducing time spent on manual tasks, automation can help reduce labor costs and allow MSPs to scale their operations without a proportionate increase in staff.

Noctis IT³ is an American MSP that has automated steps in their customer onboarding process such as:

• Create a contract
• CRM update
• Cross-selling
• Internal report

As a result, they increased:

• Revenue by 30% – revenue from integrating new customers into their systems and services
• Profit Margin – Because they avoid the sunk and opportunity costs of consistently managing a customer. They let the automation tool handle the issues.

2. Improved service quality

Automated processes are consistent and less prone to errors, leading to higher quality of service. This increases customer satisfaction and strengthens customer relationships.

MSPs receive tons of service requests every day. Presidio⁴The NY-based digital solutions and services provider used automation technology – possibly based on NLP – to:

• Read the requirements
• Rate them
• Prioritize their relevance

This increases the average solution speed. So the benefit of MSP automation is that it helps companies solve problems faster, which leads to lower operating costs, greater business goals, a happier customer base, and higher customer satisfaction.

3. Enhanced security

Cybersecurity automation technologies will help MSPs detect and respond to threats more quickly and efficiently, improving security and compliance.

Use cases for automatic security include:

4. Scalability

Automation makes it easier for MSPs to scale their operations because automated processes can be replicated at scale more easily than manually.

For example, some processes can be automated based on predefined criteria and help MSPs serve a wider audience without significant resource usage. This includes:

• Create a ticket
• homework
• Escalation
• resolution

5. Better decision making

Automation helps MSP leaders make data-driven decisions by offering accurate, timely and comprehensive data. By quickly and accurately collecting and analyzing volumes of data, leaders will have insight into their operations, customer behavior and network performance.

It is easier to identify trends, prevent serious problems through proactive services, make informed decisions and provide real-life cloud-based solutions and data flow. This gives MSPs a competitive advantage over their competitors.

For example, Liongard⁵, a global MSP automation platform, helps thousands of businesses around the world by standardizing the collection of system information between customers. This standardization benefits the MSP client’s business team by saving time, reducing guesswork, ensuring quality, and increasing productivity and morale. For end users, it guarantees a consistent, excellent service experience right from the start.

1. Process automation tools

MSPs can use RPA or other process automation tools to automate rules-based, routine questions such as:

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And if you want to learn more about robotic process automation, read our RPA whitepaper:

2. Remote monitoring and management (RMM) tools

RMM tools enable remote monitoring and management of client networks, servers, and endpoints. RMM tools allow MSPs to automate patch management, performance monitoring, and integrate remote management capabilities with client needs.

Popular RMM tools include ConnectWise Automate, Datto RMM, Kaseya VSA, and SolarWinds N-central.

3. Professional Service Automation (PSA) Tools

Professional Services Automation (PSA) tools are software systems designed to automate workflows that help professionals (such as IT consultants, project managers) and service providers manage their projects and resource allocation more efficiently.

Use cases for PSA tools include:

• Project management
• Time tracking
• Project management
• Billing
• report
• Configuration Management
• Resource management

Popular PSA tools include ConnectWise Manage, Autotask PSA, and Tigerpaw Software.

4. IT service management (ITSM) tools

ITSM tools automate processes related to service delivery, billing and support processes, including:

Examples of ITSM tools include ServiceNow, Jira Service Management, and Freshservice.

5. IT documentation tools

IT documentation is important for managed service providers to effectively manage their customer information, streamline their IT infrastructure, and provide better services.

Documentation tools help MSP businesses record, organize, and manage data related to networks, software, systems, and procedures. Here are some leading IT documentation tools like IT Glue, Hudu and Passportal.

6. Security Automation Tools

Cybersecurity concerns are moving to the forefront of MSP customer needs when it comes to adopting automation. Some of the processes that can use automation include:

• Vulnerability scanning
• Threat detection and investigation
• incident response
• Security updates

Examples of other users of security automation tools include Rapid7 Insight, Tenable.io, and Palo Alto Networks XSOAR.

7. Network management tools

Network management tools help managed services automate the overall management of a customer’s network, including tasks such as:

• Network map
• Performance monitoring
• Configuration Management
• bug fix

Popular network management tools include SolarWinds Network Performance Monitor, Paessler PRTG Network Monitor, and ManageEngine OpManager.

sources

1. “Managed Services Trends in 2022”. CompTIA. 2022. Read on July 3, 2023.
2. “Casia’s 2023 MSP Benchmark Report Finds Automation, Cyber ​​Security and Integration Top MSPs’ List of Priorities.” Casey. March 30, 2023.
3. “Smaller MSPs win more customers and increase margins with Auvik.” Auvik. Read on July 3, 2023.
4. “3 Essential Aspects of MSP Automation.” TechTarget. September 12, 2022.
5. “How MSPs Can Use Automation for Security, Standardization, and Scale.” ChannelE2E. November 2, 2020. Accessed on July 3, 2023.