SMB Nation Blog

SMB Nation has been serving the Bainbridge Island area since 2001, providing IT Support such as technical helpdesk support, computer support, and consulting to small and medium-sized businesses.

LabTech Debuts Integration to Help MSPs Leverage Biz Workflow within their PSA

LabTech Software, which touts itself as the only RMM platform developed by an MSP for MSPs, today unveiled an integration platform revolutionizing partners’ ability to best unlock the full potential of their PSA platform for increased productivity, optimized customer service levels and maximized profitability.

Beginning with the release of a new plug-in designed for ConnectWise users, the service management software designed exclusively for IT service providers, VARs, ISVs and MSPs, partners are now able to easily leverage the business workflow power of their PSA and the visibility of the LabTech RMM as an end-to-end, unified solution.  This industry-leading level of integration with ConnectWise, the world’s most widely-adopted PSA, brings an improved focus on usability, reliability and scalability.

In addition to the redesigned monitor mapping interface leveraging granular ticket mapping and event workflow rules, this latest release includes a guided, wizard-driven setup reducing complexity by feeding tasks and automation workflows directly into ConnectWise.  In addition, the new plug-in instantly synchronizes client sites, contacts, desktops and other network assets, including tablets and smartphones to extend billable services.  A streamlined, fluid Graphical User Interface provides visual at-a-glance status and configuration health indicators.

The free plug-in streamlines IT workflows and enables basic and advanced monitoring and management, including:
•       ConnectWise Service Board ticket routing, category mapping and rules engine override.
•       Error trapping and ticketing for integration-related issues.
•       Incident pattern detection, both within a client and across all clients.
•       Warranty and agreement expiration date tracking.
•       Always-accurate client configuration records.

Added business benefits include improved customer relations, contact management, sales pipeline/opportunity management, and easier internal and client-facing reports. The integration provides reports on service levels and patterns, tracks internal efficiency and contract margins for optimal profitability.

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Tuesday, 18 February 2020