Key Differences Between Autotask Vendor Support, Consulting, Coaching, & Training
Key takeaways in this article:
Grow your MSP in 2023: a Quick Summary
Why you need Autotask support
Autotask Vendor Support
All about Consulting
What Coaching can offer
Training, an on-your-own approach
So, what IS the difference?
Making the smart choice for your MSP
I was browsing the Internet recently and came across an old joke: As the story goes, a physician, a civil engineer, and a consultant were arguing about what was the oldest profession in the world.
The physician pulled out a Bible and said his profession was the oldest because God created Eve from Adam’s rib. The civil engineer pointed to earlier in Genesis and said that his was the oldest profession because only a civil engineer could create the heavens and the earth of Chaos. The consultant leaned back in her chair, smiled, and said confidently, “Ah, but who do you think created the chaos?”
Welcome back to our series on Growing Your MSP in 2023! Nearly every week, I’ve been slinging more free guidance on building out Autotask processes than Spider-Man slings webs. I trust that you are seeing the value of a fully configured Autotask and have been experiencing a better Team culture, happier Clients, and greater profits.
So far, we’ve talked about many things to quickly enhance your operations, discussed the roadmap, and last week we talked about some acronyms (RHEM and MTTR) you need to know to achieve a better Client experience and improved profitability.
As an MSP using the Autotask software, it's important to:
Be fully leveraging the PSAutomation
Have documented “Best in Class” processes
Have Advanced Live Reports to drive continuous improvements (and to be able to hold the Team accountable)
However, even with the very best tools in place, it's important to have the right support, consulting, coaching, and training.
Why? The answer is simple: to get the most out of Autotask.
Since most of the articles are a lot to digest, this week we'll go a little lighter and explore the differences between these four types of support for an MSP and how they benefit your business.
Autotask Vendor Support:
Autotask Vendor Support is designed to provide assistance and support for MSPs using the Autotask platform. This may include:
Troubleshooting technical issues
Providing guidance on how to use specific features or functions
Answering questions about the platform
Vendor support is focused on ensuring the platform is working properly and that MSPs are able to use it effectively. Notice how Autotask is capable of advising you on how the software works and the list of features available.
They are not experts, nor do they claim to be experts on how to run your business or optimize your Service Delivery Operation. To meet those needs, you need to look somewhere else. Vendor support is very transactional with a low likelihood of working with the same person who gets to know your business.
Consulting:
Consulting is a more strategic approach to helping MSPs get the most out of Autotask. A consultant will typically work with an MSP to understand their business needs and goals, then provide guidance on how to leverage the platform to achieve those goals.
This may include:
Providing standardized workflows
Guidance on integrations with other tools or processes that have worked well at other MSPs
Note the lack of customization, hands-on guidance at each step (most do not even ask for access to your Autotask database), or a roadmap to get you from there to here.
Just like the joke I opened this article with, sometimes a consultant can create more Chaos than they started with. They are less transactional than vendor support, but it’s still very much like a retail sale…where they walk away when the hours are used up.
Coaching:
Coaching is a more hands-on, “Done With You” approach to helping MSPs use Autotask effectively. A coach builds a relationship with you and will typically work with an MSP to:
Provide tailored training on specific features or functions of the platform
Guidance on best practices for using the platform
Write Advanced Live Reports to meet your needs
When it comes to MSP Service Delivery improvements, Advanced Global MSP Coaching services are the best in class. We focus on helping MSPs to build the skills and knowledge they need to get the most out of Autotask.
By providing the best Advanced Live Reports available, Advanced Global can confidently guide you on how to best optimize your Service Delivery Operation with:
The least amount of Time (what takes most MSPs 7-10 years on their own, or 2-3 years with consulting, Advanced Global can get you there in less than a year)
The least amount of Cost (According to Fred V from Kaseya, MSPs are wasting $600 per Week per Tech. If this is true for you, delaying optimization is costing you $31,200 per Tech per Year)
The least amount of Risk (Advanced Global guarantees results or your money back)
Training:
Training is a more on-your-own approach to learning how to use Autotask effectively. Training may cover a wide range of topics, from basic platform navigation to more advanced features and functions.
Examples of training include:
Online courses
In-person training sessions
Webinars
Training services are typically provided by the vendor or a third-party provider and are focused on helping MSPs to build the skills and knowledge they need to use Autotask effectively. The regular Autotask webinars on basic features are a great example of this and should be watched by all new Autotask admins.
Summary:
So, what's the difference? The key difference between vendor support, consulting, coaching, and training is the level of engagement and customization each provides.
Vendor support is focused on ensuring the platform is working properly and that MSPs are able to use it effectively.
Consulting takes a more strategic approach, focusing on providing a standardized platform to meet the needs of the MSP.
Coaching provides a more hands-on, “Done With You” approach, working with MSPs to build the skills and knowledge they need to use the platform effectively.
Training is a more on your own approach, providing MSPs with the knowledge and skills they need to use the platform effectively.
Which is right for your business? The type of support, consulting, coaching, or training that is best will depend on a variety of factors, including:
Your current level of expertise with Autotask
Your business goals
And, of course, your budget
Consulting certainly has its place in the Autotask world, but if you're just getting started with Autotask, coaching may be the best option to help you build the foundational knowledge you need to use the platform effectively.
Same thing if you're looking to optimize your existing processes or customize the platform to meet your specific business needs.
Ditto if you're looking for more hands-on guidance and support. And if you're experiencing technical issues with the platform, vendor support may be the best option to help you troubleshoot those issues (you really don’t want me fixing webservers).
I hope this filled in the blanks on a few things you’ve been wondering about. If you have more questions (or feel your MSP is full of Chaos), feel free to reach out to me at Info@AGMSPCoaching.com, and help will be on the way.
Steve & Co
The elephant in the room:
Who is Advanced Global, and why should we listen to them?
Recently someone we've been in communication with since DattoCon 2018, who was faithfully reading our articles, commented that up until a few months ago, "I really did not know what Advanced Global does." So here are a few bullet points to let anyone interested know who we are and what we do:
1) We Are – the Autotask Global Service Delivery Authority
2) We Help – MSPs thrive
3) We Solve – Service Delivery issues, inefficiencies, and challenges by making sure:
a. techs know what to work on next
b. someone is managing all open tickets and driving them to completion
c. the staffing levels are correct, and the workload is balanced
d. Real-Time Time Entry is a cultural habit
e. the Client has a great client experience
f. profit is maximized
g. Autotask is being fully leveraged
h. the historical data that is in the Autotask software is accessible to benchmark, track & USE effectively
i. the Service Delivery operations can scale
j. projects are completed On-Time and On-Budget
k. the company can grow
l. MSPs know what they don't know
4) Our Tools:
a. Autotask "Best in Class" standard build
b. Our MSP robust Service Delivery SOP library
c. Advanced Autotask Live Reports
d. Expertise in providing a transformational educational experience
Note: We are not philosophers; we are doers with 31+ years of Service Delivery experience, bringing real Service Delivery Improvement change, profitability, and Best in Class performance.
