Atria for MSP’s

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.

Read our white paper on The Economics of Scaling MSP Support and Provisioning.

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.

Paint 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. Try out our roi calculator to see how Atria can help.

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.

Paint 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.

The service desk is the hardest place to be, and even more so as a Managed Service Provider, Outsourcer or System Integrator. It’s the job where you’re the face of the business to most of your customer’s users, and the only time you ever get to talk to them is when something has gone wrong. The pressure is on from management to meet SLA’s as that’s what contract bonuses and penalties are tied to. What makes it worse, is that every customer’s environment is different, and yet 50% of what is required is the same old, new user, give a service to a user, change a password, remove a user.

• 70% – Reduction in User Admin
• 20% – Tickets deflected
• 15% Reduction in engineering escalations
• 30% Increase in first call resolution

Wouldn’t it be great if there was another way…

Imagine every customer managed through a single unified portal – On-Premises, Hybrid or Cloud. Faster than PartnerCentre, more secure than shared accounts, and easier than ADUC. What would that do for you and your business?

To enable end customers to do basic moves, adds and changes (MACS) reducing your workload to keep every customer consistent, so that standard tasks are done the same way, fast and efficiently making it easier to support your customers to automate instead of raising a ticket. The job is just done, or worst case, done immediately the ticket is opened improving the customer experience.

One survey found that 22 percent of companies lack a formal onboarding process, and that 58 percent of companies do not at all measure the productivity of their new employees. Having a formal onboarding process in place allows MSPs to more efficiently get new hires set up and prevents wasted time for both clients and techs alike.  Employees who experienced effective onboarding were: 18 times more likely to feel highly committed to their organization. 30% more likely to feel strongly integrated into their workplace culture. 30 times more likely to have high job satisfaction.

IT pros should work with their clients to review their current onboarding processes, and to eliminate anything that can’t be automated. When MSPs automate the onboarding process, they have the opportunity to go above and beyond for their customers by identifying important tasks in the onboarding process that might involve other departments, and by making sure customers get automated email reminders about outstanding tasks and ticket status updates. The result is greater efficiency throughout the entire process, and stronger communication with customers. Eliminating manual steps and enforcing these automations saves significant time and increases efficiency.

Contact us to see how Atria can help with the provisioning process!

Many MSPs offer their clients the option of cloud-based services like hosting, storage, and software as a service (SaaS), which are undoubtedly beneficial since they allow businesses to take advantage of advanced technologies without having to invest in expensive hardware and software licenses upfront.

• Nearly all (95%) of MSP leaders believe automating their processes is necessary in order to gain the time to focus on innovation and strategic goals.
• ANZ MSP leaders estimate only 37% of their manual processes have been automated while yet another 42% of tasks could still be automated.
• The top benefit of automating tasks, according to ANZ IT leaders, would be improved time efficiency (44%). Finally, 95% recognise that automation is necessary so they can focus more on innovation and strategic goals.

Key MSP challenges to growing a profitable business revolve around reducing cloud costs and optimizing billing processes.

Contact us to see how we can help with Automation of key processes!

IT support can face several challenges when setting up a new user, including:

1. Provisioning hardware and software: Ensuring that the new user has the necessary equipment and software to perform their job.
2. Configuring systems and applications: Setting up the new user’s computer, email, and other applications.
3. Establishing security protocols: Setting up security protocols, such as password policies and access controls.
4. Data migration: Transferring data and files from the old system to the new one.
5. Training and onboarding: Providing training to the new user on how to use the systems and applications effectively.
6. Integration with existing systems: Ensuring that the new user’s setup integrates smoothly with the existing systems and workflows.
7. Documenting processes: Documenting the setup process so that it can be repeated in the future if necessary.

These challenges can be time-consuming and require technical expertise, but they are essential to ensure that the new user has a smooth transition and is able to perform their job effectively.

Contact us to see how Atria can help with the provisioning process!

As a Managed Service Provider (MSP), not properly setting up a new user can expose the organization to several risks:

1. Security risks: If a new user is not set up with the correct permissions and access controls, they may be able to access sensitive information they shouldn’t, leading to data breaches and security vulnerabilities.
2. Compliance risks: Depending on the industry, there may be regulations regarding how user accounts are managed and who has access to certain information. Failing to follow these regulations can result in fines and other penalties.
3. Operational risks: Improperly setting up a new user can lead to confusion, inefficiencies, and errors that can slow down or disrupt business operations.
4. Reputation risks: Poorly managed user accounts can lead to frustration and decreased productivity for employees, which can damage the organization’s reputation.
5. Financial risks: Incorrectly setting up a new user can result in unnecessary costs, such as having to redo work or paying for access to resources that should have been granted from the start.

Contact us to see how Atria can help with the provisioning process!

The Gartner Group, states 20% to 50% of all IT help desk tickets each year are for password resets. An average MSP that serves 1300 users wastes around $9350 each year just managing password reset tickets.

For every hour spent on a password reset, an hour is taken away from more high-value strategic projects. Self-service password resets also provide an MSP with a 24/7 service desk that is accessible rain or shine. End users can resolve issues when it is convenient for them, resulting in happier clients.