Additionally, structure and standardization are key to setting up automation. Standardizing the way a technician updates and consumes information enables technicians to accurately determine the information they need to provide, how it needs to be documented, what it should look like, and whether the data they input is complete. It’s also important to ensure that the documentation system integrates with the tools currently in use, and to leverage as many of those integrations as possible. Verifying that the documentation has an open API and an automated documentation engine can take automation to the next level.
By investing in proper documentation processes and automation, organizations can:
- Streamline routine tasks, save time, and minimize errors and inconsistencies. Automated roadmaps for routine tasks results in more efficient workflows and more productive employees, plus faster service times for clients. And automation helps ensure accuracy—which is key for operational efficiency post-acquisition.
- Gain a centralized source of information and improve employee experience. With automation and software system integrations, the merging companies’ siloed documentation systems and tools can be easily integrated into a single source of information. A centralized solution also unlocks visibility to understand who is using which passwords, and accessing and updating documentation. This ensures employees have access to the right tools and passwords they need to be successful.
- Improve training infrastructure. Training employees and new hires—especially during an M&A deal—is time-consuming and difficult. Unifying how people work and access systems is critical to employee and organizational success post-acquisition. By giving staff access to a centralized documentation system, organizations can minimize training time and increase operational efficiency. Instead of seeking out guidance from busy co-workers, new technicians can rely on step-by-step processes. Well-documented standard operating procedures help teams understand new internal processes and how to best deploy and support technologies for clients.
Gain a Competitive Edge
Maintaining a competitive edge throughout the acquisition process is impossible without proper documentation. For a successful and streamlined M&A deal, MSPs need to introduce automation into their documentation processes. An automated documentation system with integrations helps MSPs reduce manual tasks and ensure technicians know how to document properly. With a standardized and centralized solution, organizations can ease the transition for their employees and ultimately increase productivity and accuracy.
NADIR MERCHANT is the general manager, IT operations products, for Kaseya. He leads product strategy and delivery for the company’s IT Glue, BMS, and myITProcess. He is also head of product for IT Complete, which ensures all Kaseya products are workflow integrated to work together seamlessly, and Kaseya One, which radically transforms the way IT is done with its role-based single pane of glass. Nadir brings to Kaseya a history of technical leadership and software development experience. Prior to joining the company, he was the general manager and chief technology officer for IT Glue, which Kaseya acquired in 2018.