SaaS management shouldn’t be considered separately from managed services but rather as a component of the MSP’s arsenal.
Traditionally, SMBs have had expectations about the performance of their on-premise infrastructures. However, with the adoption of many SaaS platforms, they must now figure out how to maintain a cloud infrastructure.
This is an excellent place for MSPs to help.
Of course, to offer these SaaS admin services, you’ll need a couple of different tools to systematize the process.
For example, you need a way to manage your customer data,i.e., a CRM. You’ll also want to track your clients’ usage of these SaaS services using a helpdesk app–ensuring you know how much time it takes your team to manage common issues and tasks.
We’ll dive deeper into these tools and others, as well as how to use them to your advantage.
CRM Software to Manage Customer Data
For MSPs, a CRM is not a nice to have but a must-have. It goes beyond just the need to store customer data.
Some CRM tools also have built-in reporting, which can help understand how prospects and existing customers respond to your new SaaS admin services.
For example, if you gather data on what type of customer is interested in SaaS management, you can respond and adapt your strategy accordingly.
Say you notice that more scaling startups are interested in managing their SaaS sprawl. You may then decide to run an entire sales and marketing campaign aimed at this vertical.
This information will also help you with forecasting, both for hiring needs and for internal resource allocation.
Entitlement Management to Stay on Track
Entitlement management helps you provide the proper support to your customers. Its variety of features let you define, enforce, and track service levels as part of your service management process.
It typically comes with your helpdesk software, and you’ll want to ensure that you can:
- Design entitlement processes, including all the steps that your technicians must complete to resolve support records like cases or work orders.
- Report on entitlement management, tracking the way entitlements are used in your MSP, and whether service contract terms are being met.
A Platform to Discover, Optimize and Manage Clients’ SaaS Apps
Automated workflow management is one of the most effective ways for MSPs to increase operational and management efficiency.
At its core, the value proposition of automation is straightforward: reduce the time technicians spend handling routine tasks, cutting the costs for service delivery, and freeing up technicians to devote more attention to revenue-generating activities to boost the MSP’s profitability.
Augmentt’s software platform allows you to do just that, spanning three critical components for MSPs who want to offer SaaS services:
- Augmentt Discover: a SaaS and Shadow IT discovery and reporting module.
- Augmentt Optimize: a SaaS usage and spend tracking module.
- Augmentt Engage: a SaaS administration, management, and automation module designed to eliminate time-consuming manual processes.
Billing workflows are also easy with Augmentt as you can export reports that make it straightforward to charge your clients and let you know how much the system costs are.
Documentation management involves handling documents in such a way that allows you to create, organize, store, and share information and files. For MSPs, a documentation management strategy should make storing and referencing client knowledge as efficient and appropriate as possible.
Learn More About the Tools You Need for SaaS Admin
If you’re eager to learn more about how your MSP can systematically offer the above SaaS services, we recommend you sign up for the Augmentt Academy. You’ll gain all the knowledge you need to provide SaaSOp services to your clients confidently.