The 7 Habits of a Highly Successful MSPs - 🚀 A Guide to Maximizing ROI with Pia aiDesk
At Pia, we're passionate about personal development, and we believe in the power of transformation. We're inspired by classics like "The 7 Habits of Highly Effective People" and their ability to guide individuals and organizations toward greater success. With this enthusiasm for personal growth in mind, we've tailored these timeless principles to the world of Managed Service Providers and Pia aiDesk.
Pia aiDesk, your trusted automation ally, seamlessly integrates with popular PSAs to revolutionize your operations and bolster efficiency. To guide you on a transformative journey harnessing the full potential of Pia aiDesk, we present "The 7 Habits of Highly Effective Partners." These precious tips which we call “Pia Best Practices” or “Pia Framework” are tailored strategies designed to empower you to leverage the power of automation, optimize your service desk operations, and, in turn, benefit both your MSP and your cherished clients.
Plan for success by understanding the Pia features which help you on your Pia Journey such as; Pia Triage to route tickets, Pia SmartForms to capture tickets, Pia Automations to automate Tickets and Pia Canvas to Optimize Ticket Processing.
Habit 1: "Automate with the End in Mind"
Initiating a successful automation journey begins with a clear vision.
Define your objectives and understand precisely why you invested in Pia aiDesk. Whether your aim is to scale without expanding your team or to ensure consistent ticket processing, it's essential to cultivate a shared vision among your key roles:
- Pia Sponsor: This is the individual who holds the authority to make purchasing decisions and signed the contract to Pia aiDesk!
- Pia Admin: Typically a technician, this role is responsible for configuring the Pia Portal and making necessary changes.
- Pia Champion: A service desk engineer who employs Pia aiDesk as their primary tool to resolve tickets.
- Pia Manager: Often responsible for overseeing the service desk, this role usually entails the service desk manager.
- Pia Automation Engineer: A skilled technician proficient in PowerShell, capable of extending or creating new automations in Pia.
A united vision among these key players sets the foundation for your MSP's success. If you're unsure how to align your vision, speak to one of our experienced professionals who can provide guidance on achieving this. 🌟
Habit 2: "Distinguish Service Requests from Incidents"
Effective ticket management begins with categorization. Service Requests, such as creating mailboxes or user terminations, typically come with longer Service Level Agreements (SLAs) and can be processed concurrently. Incidents demand focused attention. By distinguishing between these two types of tickets from the outset, you lay the groundwork for efficient ticket handling.
Take Action: If you're unsure how to categorize your tickets effectively, don't worry; we can show you how. We've done it countless times. Book a call with us through your Partner Success Manager (PSM)
Habit 3: "Mastering Pia Triage"
Pia Triage is your ticket-routing powerhouse. Make the most of its capabilities to channel Pia Serviceable tickets (those with >60% confidence level) to a designated Pia Champion. Having a dedicated specialist focused solely on these tickets results in quicker resolutions and heightened productivity for your MSP.
Take Action: To know more about Pia Triage and get it implemented, talk to your Partner Success Manager who can put you in touch with the right people at Pia. 🚀
Habit 4: Process multiple tickets simultaneously with Pia aiDesk!
Leveraging the power of Pia's automation capabilities, technicians can initiate an automation and seamlessly move on to the next ticket, knowing that Pia will handle the rest.
This practice, coupled with the implementation of Pia Triage, allows technicians to handle 5-6 tickets simultaneously, or more!
Take Action: If you're not sure how to do it, don't worry; we can show you how. We've done it before! Book a call with us through your PSM, and we'll demonstrate how you can process multiple tickets simultaneously. 🔄
Habit 5: "Continuous Review and Automation Expansion"
Forge a partnership with Pia to continually review and enhance your processes. If an automation falls short of covering your entire workflow, consider crafting extensions or await Pia's enhancements. Every automation opportunity seized leads to greater efficiency.
Take Action: We have custom reporting that can show you your noisiest clients and your most recurring tickets. Our exports give you a starting point and a stepping stone to pave your way forward. Book a call with us through your TAM, and we'll guide you. 📈
Habit 6: "Regularly Monitor Your Adoption Report"
Stay informed with Pia's adoption report. Keep tabs on your progress, assess how many tickets have been automated, and pinpoint missed opportunities. This report keeps you accountable and propels your automation integration to new heights. As an action point, you can make a recurring memo in your calendar to check the adoption report. We suggest daily at the beginning or weekly.
Take Action: If you're not sure how to use the Adoption Report, talk to your PSM; they'll show you all the ins and outs. 📊
Habit 7: "Establish a Dedicated Pia Board"
As your MSP expands, creating a dedicated Pia board simplifies ticket management. It streamlines the identification of Pia tickets and provides an organized workspace for Pia Champion(s) to work more efficiently.
For an integrated experience akin to a "single pane of glass," explore Pia Canvas. It simplifies navigation and execution of automation packages across multiple tickets, all from one centralized location. When paired with a dedicated Pia board and Triage, it supercharges your service desk's efficiency. 🖼️
Bonus Habit: Go Further with Pia SmartForms and Zero Touch Automation!
In your quest to efficiently process multiple tickets, SmartForms in Pia aiDesk emerge as invaluable tools. SmartForms are client-facing forms, accessible to your clients, designed to streamline the ticket creation process and execution. These forms allow your client to log their own tickets, such as New User Onboarding, User Offboarding (Terminate User), and password resets and have the information pre-filled for you.
When clients use SmartForms to log a ticket, the associated Pia automation processes quicker: all your technicians have to do is validate the information, start the automation and let your best friend, the Pia Bot, do the job!
Take Efficiency to the Next Level with Zero Touch Automation
If you’re seeking the pinnacle of efficiency, enable the "Zero Touch Automation" option within SmartForms. This feature ensures that Pia automations are initiated immediately after clients submit their SmartForms. Imagine a scenario where a user creates a request on a Sunday night, and Pia aiDesk starts the automation process instantly. It's a game-changer in providing swift responses to client needs.
Call to Action: To explore the benefits of Pia aiDesk features and incorporate them into your workflow strategy, consult with your Partner Success Manager. They'll guide you on setting up tailored solutions to meet your MSP's specific needs. ⏰🚀
Take Action: If you need assistance with this, we can help you. Talk to your PSM to book a call with the relevant resources. 📊
Success Story: KM Tech's Transformational Journey
To illustrate the immense power of these habits, we draw inspiration from KM Tech, an MSP that underwent a remarkable transformation. Even with a team member lacking prior tech knowledge leading their QuickFix team, they consistently closed 40+ tickets daily, with a peak of 87. All this became possible by diligently adhering to Pia's best practices, especially leveraging Pia Triage to funnel processable tickets to a dedicated individual. 🌟
In Conclusion
With "The 7 Habits of Highly Effective Partners," you embark on a journey to unleash the full potential of Pia aiDesk. By embracing these habits and harnessing the power of automation, you'll experience heightened efficiency, faster ticket resolutions, and, most importantly, a significant ROI. Start automating smarter with Pia aiDesk, elevating your MSP to unprecedented success. 🚀