In my last blog, I talked about some of the common pitfalls VARs and MSPs run into with PSA (professional service automation) tools. One of the biggest pitfalls identified was “using 10% of the application.” I recently spoke with Kory Lindersmith and Lonnie Ladwig, cofounders of Dakota Retail Technologies, two guys who can closely identify with this pitfall.
Several years ago the VAR invested in ConnectWise’s PSA to track its helpdesk hours and serial numbers for its hardware sales — but that was about the extent of its PSA use for nearly three years.
Last year, after recognizing several inefficiencies in its sales and billing processes, the VAR made a commitment to use more of its PSA’s features. “We spent time watching training videos and becoming active on the ConnectWise user forums to learn how other IT service providers were using their products to run their businesses more effectively,” says Lindersmith.
Within a couple of months, the VAR started using the PSA tool to manage its service contracts and marketing initiatives. It also uses the tool to automate invoices and monthly credit card/ACH (automated clearing house) payment processing. “The PSA tool has even helped us be more proactive about selling professional services contracts,” says Ladwig. “Several months before a 12-month contract is up, we receive an email reminder, and the customer receives an email detailing the current service plan, the upcoming expiration date, and simple steps to continue the contract.”
The VAR’s efficiencies improved so drastically over a one-year period that it was able to hire another full-time salesperson to further capitalize on new growth opportunities. As a result, Dakota Retail Technologies is projecting 150% revenue growth this year over 2013. You can read the rest of the story, “Break Out of Paltry POS Sales,” on BSMinfo.com.