If you’re like most MSPs, you have plenty of visibility into endpoints, cloud licenses, service tickets, and everything else you work on all day. Your customers, on the other hand, don’t. That’s a problem for anyone who serves—or someday wishes to serve—companies large enough to have their own IT department.
Captain’s Chair IT (CCIT) from Concertium aims to give midsize businesses and “co-managed IT” clients the same end-to-end business intelligence that their MSP enjoys through a single pane of glass, offering data on everything from hardware and software assets under management to ticket and device status, application performance, and website analytics, plus pending quotes, ongoing projects, and roadmaps agreed to during quarterly business reviews. An MSP itself, Concertium originally developed CCIT for in-house use, and gives the system substantial credit for enabling two straight years of 40% growth. concertium.com/captainschair
Saying you offer 24/7 support is easy. Delivering something more meaningful than a sleepy “we’ll look into it” when a call arrives at 2 a.m. on a Sunday is a little harder. MSPs looking for overnight and weekend assistance with NOC and help desk duties should include Mission Control in their evaluation process.
The company has no contracts, minimums, or onboarding fees, and serves North American users exclusively through North American technicians, with no overflow or after-hours outsourcing to third parties or subcontractors. Strategic partners include Datto, Auvik, IT Glue, and SolarWinds Passportal. Technologies supported include systems from Cisco Meraki, Dell, HP, Microsoft, SonicWall, Sophos, Veeam, VMware, and Webroot. The company sells only to channel pros, so client poaching isn’t an issue. missioncontrolnoc.com
Calendly for ConnectWise. If you’re familiar with Calendly, the online appointment scheduling solution, those three words are all you need to know about TimeZest. Launched last year, the system lets end users book technician appointments for help with support issues on a self-serve basis.
Drawing on tight integration with the ConnectWise Manage PSA platform, TimeZest automatically emails a link that recipients can use to schedule service calls whenever a technician opens a help desk ticket requiring follow-up. When an appointment is booked, the system automatically reserves time on the technician’s calendar, updates the associated ticket, and sends the customer a second email they can use to place a meeting on their own calendar.
ConnectWise found the whole thing so ingenious that it awarded TimeZest first place in its annual Pitch IT contest for startup creators of software that extends the capabilities of the ConnectWise managed services suite. timezest.com
Admit it: Sales isn’t your favorite activity. It’s also probably not your easiest if you’re using a series of tools for managing opportunities, building proposals, and collecting signatures. Zomentum’s solution, which entered general availability late last year, combines all those functions into a single package that’s specifically tailored to the needs of MSPs and integrated with PSA software from ConnectWise, Datto, and Kaseya. Two-user subscriptions that you can cancel anytime sell for $99 per month (plus another $29 a month each for additional users) and include free onboarding and support. zomentum.com