What is MSP Automation & How Can You Get the Most Out of It?

Afifa Shafi
May 8, 2023
min read
September 19, 2023
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MSP Automation is a requirement for MSPs who want to manage their clients' ecosystems efficiently. It can drastically reduce incident queues, optimize operations and improve the overall customer experience when implemented effectively. 

By utilizing automation, MSPs can efficiently transform tiresome and repetitive processes into automated workflows, enabling their teams to switch from reactive to proactive care and provide outstanding value to end customers. 

This blog will offer practical advice on how MSPs can leverage automation to improve their IT service offerings and stay competitive.

MSP automation – What does that mean?

MSP automation is the practice of automating various operations and workflows within Managed Service Providers (MSP) firms using technology and tools. This can involve activities like patch management, system monitoring, backup and recovery and more.

An MSP can, for instance, monitor the IT infrastructure of its clients and use automated technologies to spot problems before they become serious. 

Before the client is even aware of the problem, the automation tool can alert the MSP support team and open a ticket in its ticketing system (a software program that customer support teams use to maintain a list of customer problems). The MSP support staff can then lean on automation to automate documentation or responses to take immediate action to fix the issue.

How will MSP automation benefit MSPs?

MSPs handle a variety of responsibilities for their clients, including both urgent and everyday duties. Technicians undertake routine maintenance, system patching and new user onboarding, but critical issues consume their time, leaving basic jobs unmet. 

And if you neglect vital tasks, such as patching, you could have a disasterous effect on the client's business due to a breach or other security issues.

MSPs can mitigate the risk by using automated tools and processes that benefit both the client and MSP. 

"MSP automation might sound like a futuristic concept, but it's as real as the never-ending pile of homework on your desk. Picture a world where technology takes care of all those mind-numbing administrative tasks, leaving educators free to do what they love – teach. As someone who's spent countless sleepless nights managing schedules and crunching exam data, I can tell you that automation is like a breath of fresh air. It not only cuts down manual work and human error but also supercharges efficiency, scalability and adaptability." — Faisal Nasim, Director, Exam Papers Plus

Here are the top four reasons why MSPs should use automation:

1. Boosts productivity while reducing operating costs

Automation provides an amazing opportunity for MSPs to cut costs. MSPs can boost their productivity and drastically reduce the number of operators needed to handle devices by utilizing automation. 

This, in turn, can lead to greater scalability, which is a direct source of revenue for MSPs. MSPs must be able to scale their operations and minimize expenses in order to succeed.

MSP companies can operate more efficiently by automating IT tasks — increasing their clientele while still maintaining SLAs. Intelligent analysis can be utilized to enhance service side automation, improving customer experience and increasing throughput in addition to the machines' limitless capacity for data processing.

2. Enhances customer experience

By offering customers secure portals that let them access user-defined performance data, MSPs can use automation to lower costs and increase their income streams. 

Additionally, this solution has the potential to generate new business opportunities. Automation can improve the quality, governance and compliance procedures by incorporating requirements and standards into processes and preserving audit trails. 

Quality frequently takes precedence over quantity. MSPs can employ AI-based automation to raise the quality of their services by emphasizing adequate service to fewer clients rather than subpar service to many clients. 

AI can identify client problems, learn from gathered data and offer prompt answers and services. Automated support can be offered in real-time to deal with problems as they arise, cutting down on wait times and client attrition.

3. Strengthens security

MSP automation can be extremely important in enhancing client and corporate security. MSPs can ensure that all relevant security protections are in place and being routinely monitored by automating security processes and procedures.

Automation enables continuous network, endpoint and device monitoring, ensuring potential threats are found and addressed promptly. This includes spotting and stopping hostile activities, like efforts to hack into the network or steal private information.

Additionally, MSP automation can reduce the chance of human error while improving the precision and consistency of security measures like access controls and encryption. This guarantees that security rules are continuously followed and can aid in preventing security lapses. 

4. Promotes remote management & monitoring

MSPs oversee all software upgrades, protecting every client device on their network and remotely watching over every workstation. MSPs work around the clock to carry out any service provider's primary duties, including remote monitoring and management.

MSPs must routinely monitor each system to guarantee its operation and overall health. A break-fix service is insufficient because clients can check for problems without being physically there. MSP experts are accessible round-the-clock, even on weekends and after typical office hours, to solve any issues as soon as they appear.

MSPs can remotely evaluate all systems and proactively resolve any issues by leveraging automation technology, which helps them save time, money and resources. As a result, MSPs won't need to visit the client's site to assess system performance.

Opportunities for automation across the MSP businesses 

Managed Service Providers (MSPs) are responsible for providing their clients with various technology-based products. With so many duties, managing all activities efficiently and offering excellent customer service might be difficult. 

That's where automation comes in – it enables MSPs to automate time-consuming and repetitive processes, freeing up critical time and resources.

"Automation opportunities exist across different areas of MSP businesses, such as ticketing systems, network monitoring, patch management, security updates and reporting, among others. By leveraging automation technologies like RPA (Robotic Process Automation), machine learning algorithms or chatbots with natural language processing capabilities, clients receive faster response times, reducing turnaround times while minimizing human errors." — Vaibhav Kakkar, CEO, DigitalWebSolutions

Let's look at some of the most common automation opportunities in the MSP industry:

1. Help desk tasks

The help desk is one of an MSP's most crucial operations. It serves as the initial point of contact for clients looking for help with technological problems. MSPs can increase the effectiveness of their help desk operations by using automation tools. 

For instance, automating the creation and assignment of tickets helps guarantee that requests are received and handled quickly, increasing client satisfaction.

2. Cybersecurity support

Cybersecurity is of the utmost significance in today's digital environment. MSPs are responsible for ensuring that the data and systems of their clients are protected against threats. MSPs can accomplish this with the aid of automation by having it automatically identify and address security incidents. 

For example, automated patch management can guarantee that all systems are current and secure from known vulnerabilities.

3. Billing

For MSPs, billing can be a laborious and time-consuming operation. By automating their billing procedures, MSPs can cut down on the time and labor needed to produce bills. 

Automated billing solutions can also lower the possibility of mistakes and guarantee that invoices are sent on time, enhancing cash flow.

4. Quotation

Another area where automation will help MSPs is in the quotation. MSPs can generate quotations more quickly and precisely with automated quotation systems, which saves time and effort compared to manual quote generation. 

As a result, MSPs can concentrate on more strategic tasks like developing customer relationships and spotting new revenue prospects.

The #1 challenge that MSPs face & how to overcome it

Maintaining both their and their client's productivity is one of the biggest challenges MSPs confront. As organizations prepare for uncertain times, MSPs should also implement thorough and robust business continuity and disaster recovery plans. 

On the other hand, MSPs frequently struggle to keep their employees happy while ensuring that they undergo security training and are up to speed on the newest technological expertise. The weight of several duties might impair the efficiency with which more critical functions are completed. 

It's time for MSPs to take the initiative and leverage automation techniques to reduce the burden and increase overall productivity.

However, since automation tools directly impact the company's performance, choosing the right one can be challenging.

For example, if your priority is to save time, the best way is to employ MSP documentation software to maximize the amount and quality of documentation you produce while saving your hours.

Scribe is a game changer for MSPs. With Scribe, you can write how-to guides regardless of the infrastructure you support, significantly lowering the time it takes to handle client IT issues and enhancing support quality by developing repeatable procedures.

Here's how your documentation will look like.

‎Unquestionably, this improvement in efficiency, consistency and speed results in a better customer experience, which is what every MSP should aim to achieve in the end.

However, that's just the beginning. You can also develop MSP documentation templates with Scribe, giving your team a standardized place to start. It ensures team members follow a standardized format and structure, streamlining workflow and increasing team productivity.

Additionally, Scribe's advantages go far beyond time savings and productivity increases. It can reduce documentation time and be easily tailored to meet your business's unique requirements and preferences. 

Even better, you can quickly embed and publish your documentation anywhere you want.

✨ Scribe makes it simple for you to work with your team and keeps your documentation updated. Additionally, it enables safe data transfer, giving you confidence that your data is protected.

Scribe enhances cross-functional communication and eventually boosts your business's top and bottom lines by maximizing your resources and raising your productivity. It makes it possible for you to accomplish your daily tasks more quickly and gives you more time to concentrate on expanding your company.

Here's what our users say:

Get the most out of MSP automation using Scribe!

MSP managers and staff are dealing with increasingly complex processes and information overload in today's tech-driven business environment, resulting in everyday chaos. 

But there is a solution: Scribe. MSPs can save time and effort by streamlining documentation through Scribe and making their team more productive and efficient.

Sign up for Scribe today for free and say hello to efficiency!

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