Guide to PSA Software

Key functionalities of PSA Software

Basic features to look for in any professional services automation software package include order intake; customer relationship management (CRM); resource allocation (staffing and scheduling); project management; time, expense and billing management; and analytics.

I recommend: Netsuite’s Professional Services Automation software suite includes time, expense and billing management as well as project accounting, resource availability, group calendaring and contract/document management. QuickArrow is a full-featured, web-based PSA solution with project management tools and resource management.

PSA software solutions that support small businesses

A number of PSA software suppliers offer solutions that target the needs of small or emerging professional services operations.

I recommend: With Projector for small businesses, you pay only for the PSA software modules you use. Designed for small companies with one to three users, Autotask Go! offers service desk, billing and reporting while integrating with QuickBooks.

Use professional services automation software that offers time reporting and invoicing

Tracking billable hours and expenses is a time-consuming task that is all too often postponed or overlooked altogether. Find PSA software solutions that streamline this process.

I recommend: QuickArrow’s PSA software solution is designed exclusively for billable services organizations. OpenAir’s Professional Services Automation software’s expense module streamlines the expense reporting, submission and approval process while integrating with invoicing.

With professional services automation software, mobility is a must

If you or your employees work in the field, your PSA software should be optimized for mobile devices.

I recommend: Autotask LiveMobile is an add-on to Autotask Go! and Pro that enables complete access from the field, allowing employees to open and close service tickets, search and access account and contact information and schedule appointments. PlanMill’s PSA software solution supports mobility with stand-alone implementations for laptops, PDAs and other mobile devices.

Service desk software solutions

The service desk software component of a PSA solution is the key to client satisfaction while providing customer metrics.

I recommend: Autotask Pro’s Service Desk software processes customer service requests whether they arrive via phone, fax, email or a web portal.

Choose PSA software that offers a client portal

A client portal functions as both service desk software and as a means of enabling your clients' participation in the project by giving them 24/7 secure access to defined parts of their account.

I recommend: ConnectWise Client Portal allows client to access reports, invoices, agreements and more. With Autotask Client Access Portal, clients can submit service requests, work on tasks, view project status and check invoices. Netsuite PSA’s Client Portal is PSA software that enables clients to access project documents, check project status, place new orders or view their project history.