The Top 6 Managed Service Provider Pain Points

Atria and MSPs

Atria helps Managed Service Providers (MSPs) develop their businesses by helping provide real value to their clients. Atria ensures your MSP delivers outstanding service to your clients in a scalable automated and low cost manner.

If you are a growing MSP business who is experiencing the below pain points, then it is essential for you to choose the best cloud solution partner in today’s globally competitive industry to improve your end-customer experience.

When it comes to accomplishing corporate goals, MSPs play a critical role. An MSP’s customers’ user facing services can be effectively managed, governed, and automated using Atria’s compliance, governance, and automation features.

Organizations commonly outsource services in the absence of an in-house professional staff. A Portal and Automation engine like Atria has helped a range of MSP’s scale from focusing on SMB’s moving up to the mid-market and even Government and Enterprise. However, there are a number of issues that MSPs confront when they are facilitating services for their consumers.

MSP Pain Points

Many MSPs’ daily tasks are complicated and slowed down by obsolete technologies and inefficient processes, making it more difficult for them to meet their customers expectations However, Atria is your ultimate helpdesk portal and automation partner to help you resolve these problems!

We’ve highlighted six of the most common daily issues faced by MSPs, and how Atria can alleviate them.

Pain point 1:

I can’t hire enough staff: Unable to resource service desk effectively

Many technical positions, from support to escalation and engineering, are unfilled worldwide. An increasing number of people are entering the market at higher prices, while their skill levels decline. If MSPs are unable to provide high-quality service, it will become increasingly difficult for them to succeed.

Solution:

Atria allows less-skilled technical operators to simplify and safely manage the many chores performed by engineers, reducing costs and increasing the productivity of existing staff. Senior staff are regularly called upon to perform tedious work that requires a higher level of administrative competence. For customers, this means longer waits, strain on support, and frustration for engineers who find the task tedious.

I can’t hire enough staff: Senior engineers are a bottleneck

Senior staff are regularly called in to handle tedious jobs that require a higher level of administrative expertise. For customers, this means longer waits, aggravation for the support desk, and disappointment for engineers who consider this task tedious.

Solution:

With Atria, service desk workers are better equipped to deal with more changes on their own and in a more regulated manner. No technical knowledge or access to servers or systems is necessary for the changes to be audited and carried out consistently. It’s easier for senior personnel to concentrate because they don’t have as many distractions.

Pain point 2:

Hard to deliver high quality customer service

Support errors cause customer dissatisfaction

Support staff work across many customers, each with different systems and sometimes processes. Process documentation is always lacking, Mistakes are easy to make, consistency is strived for but difficult to achieve. Mistakes are a natural and expected occurrence.

Solution:

Support workers can search and locate people without having to log in to servers or use administrative tools thanks to Atria’s standardized interface. Using Atria eliminates the requirement for documenting processes and ensures consistency. Reduced error rates and the ability to perform jobs correctly the first time around are two of the many advantages of this system.

Pain point 3:

My customers are complicated to manage meaning my team is stretched and my customers systems feel fragile/always putting out fires:

Support staff have admin access to too many systems

To assist customers, it’s common for novice employees to be given access to sophisticated administrative tools that expose security risks. In addition to the security concerns, this is difficult to manage across multiple systems.

Solution:

Instead of every engineer having their own accounts within each customer, Atria is granted access and functions within Atria are exposed to the support desk team. Error and data loss can be reduced by granular controls over permissions and process capabilities.

Pain point 4:

I am growing, and customer demand is high, and I cannot service it:

Onboarding customers is time consuming and difficult

Understanding a new customer, their users, and the technologies they rely on necessitates a significant amount of time and effort. Project implementation time and cost can be hefty for customers and MSPs, as well as put a significant strain on the recurring revenue.

Solution:

Customer connections may be made swiftly with Atria Agent, which makes it easy to acquire a complete audit of the users in your system and what they have access to, as data is imported. The support team can pick up and support users with minimum handover in a short amount of time.

Pain point 5:

My internal costs are so high, people, tools, and services, I never feel like I’m getting ahead

It feels like every time you onboard a new customer you need to scale up your engineering and support teams. A new ‘bible’ for the customer has to be written and the whole company trained on how to work with their setup and processes.

Solution:

With Atria you can onboard a new customer’s AD and Azure AD in as little as 15 minutes. Atria means every AD and Azure AD feels identical to the service desk – no matter what’s going on behind the scenes. Your service desk can grow and become more efficient with Atria while engineers can focus on their core competencies and have more automation.

Pain point 6:

Too many portals for too many vendors just to do simple things

Solution:

Atria provides its SDK development kit to its clients to allow them to enhance and connect multiple applications to work with the Atria platform. This means the most common tasks like user onboarding, password resets and basic configuration can be done in one place. In addition to this, you can leverage Atria’s integration with Connectwise, Kaseya and Autotask for automated billing.

Choose the best of the best

Atria has invested a considerable amount of time focusing on our client’s most pressing issues. Since the present business climate necessitates flexible workforce options, we’ve concentrated on driving helpdesk efficiency. It has been our experience that MSPs with Atria service customers faster, have a better NPS, and have a happier and more engaged team.