Professional services automation (PSA) software is designed for service businesses, such as advertising agencies, law firms and IT consulting companies. PSA software solutions can help service-based companies manage time more effectively, bill clients more accurately, calculate expenses more easily and schedule resources more efficiently.

PSA software solutions can also be a useful tool for overall project management and for customer service. Anyone offering professional services should look into PSA software to streamline office processes and to maximize profitability.

When considering PSA software solutions, consider the following:

1. Key functionalities of PSA software solutions.
2. PSA software solutions that support the small business.
3. Ease of time reporting and invoicing in professional services automation software.
4. With PSA software, mobility is a must.
5. PSA service desk software and client portal software.

Action Steps
The best contacts and resources to help you get it done

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.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Look for PSA software solutions with a user-friendly interface that facilitates - rather than complicates - the work of your busy employees.
• •  Ask PSA software vendors what kind of product training and support is offered before, during and after implementation.
• •  Make sure the PSA software solutions will integrate with your other applications, such as ERP.
• •  To test your professional services automation software before it goes live, ask your vendor if they have a staging area where the features can be tested before deployment.
• •  If you want to encourage client self-service, look at PSA software solutions with a strong service desk software component.