Autotask Review  

Ownership: Private
Founded: 2001
Headquarters: East Greenbush, NY
Software Type: Hosted

Autotask Review / Key Strengths

  • Autotask is built with multiple integrated modules – including service desk, project management, CRM, Contract Administration, time tracking, billing, reporting and business analytics — that all run off the same database, and are accessible from a single screen
  • Autotask includes a powerful Recurring Services Contract manager, that helps you both bill and monitor profitability of complex managed services contracts, as well as traditional block hour, time-and-material, retainer, subscriptions, and fixed fee billing.
  • We’ve already customized the solution for your type of business, and have a large development team working every day to make it even better.
  • Autotask is a new breed of affordable software application, delivered on-demand, specifically designed to deal with the key challenges facing companies that provide technology services and solutions.

Autotask Features

  • Sales Opportunities Management
  • Business Workflow Chart
  • Outlook Integration
  • Product and Subscription Tracking
  • Project Management
  • Time and Expense Reporting
  • Customer Service Support
  • Service Dashboard
  • Workflow Automation

About Autotask Software

Since its founding in 2001, Autotask has become the #1 provider of web-based IT Services Management Software, used by thousands of IT service professionals worldwide. Autotask’s success is based on its proven ability to help IT service professionals automate and manage people, projects, and processes more efficiently and to run their businesses better and more profitably.

Autotask has been designed for use by IT Service providers and Managed Service Providers (MSPs) and is crafted to fit their business model. While Autotask provides tools to help every employee function more productively, it also offers reporting capabilities that managers need to analyze profitability in real time. Any company that needs to manage workforce resources efficiently and service customers will find that Autotask will help maximize ROI.

Guided by a highly respected, technically astute management team, Autotask has enjoyed accelerated growth throughout its history, a reputation as an industry pioneer, and is viewed as an excellent place to work. Autotask moved into new offices in a state-of-the-art building in late 2006.

Product Overview

Track the Customer Relationship

Track the customer relationship better than ever before! Work faster and better with real-time access to a 360-degree view of customer information, all on one screen. No more double entry of customer data.

No more hunting through multiple databases looking for project info, contact info, service desk info, marketing and sales info — even installed products. Autotask manages it all from first contact, through proposal, to detailed invoice with complete audit trail.

Look how Autotask helps you manage your customers better:

-Manage Customer Information Better
Real-time access to critical customer information and history, just a few clicks away. Use key account icons and user defined fields and automated notification to identify and track important information. Thanks to Web-based integration, update status at any time, from anywhere, and seamlessly manage your customer relationships.

-Generate Improved Sales Opportunities
Accurately track sales in progress. Sales dashboard enables up-to-the-minute lead tracking, sales metrics, sales quota performance, territory management, pipeline reports and easy export to Microsoft Excel®. Includes configurable sales reporting for multiple locations and security for outside sales reps. Autotask complements IT services procurement tools like ChannelOnline, VAR Street and Quotewerks.

-More Complete Client Signoff Sheets
Create client specific time sheets and work reports with signature lines so your clients can approve your work.

-Streamline Business Workflow
Use Autotask workflow queues to track RFQ’s, project proposals and RMA’s. New customer setup is fast and avoids dropped balls. Create check-off lists that detail tasks to be done, and the people to do them.

-Take Advantage of Outlook Integration
Real-time integration from within Microsoft Outlook® for contacts, calendar items, and email. Easily create notes or tickets from email messages to track and respond to customer requests quickly and accurately.

-Track Installed Products & Subscriptions
Track customer products and assets, subscriptions, installation dates, serial numbers, warranty expirations, service cancellations to cultivate sales opportunities. Subscriptions can be tracked and billed.

Project Management
Implement IT & Software Engagements

Implement IT projects and consulting engagements better than ever before! With Autotask, you can deliver more projects on time and on budget; quickly see what’s due, what’s done and what’s overdue, anticipate overruns against budget and increase billable hours and resource utilization.

Autotask manages the project AND the process, throughout:

  • Installation and configuration for software, hardware and integration projects
  • IT Project management, migrations and office moves
  • Training projects for various IT technology, software and tools
  • Custom application or web design and development
  • Execution of Proactive Maintenance Plans. Create projects with lists of actions they need to perform on supported devices, such as reviewing event logs, applying patches and software updates

Look how Autotask makes your IT projects run better:

-Quickly Develop Project Plans, Schedules & Assignments
Create projects from Microsoft Project®, Microsoft Excel®, project templates or the task library. Manage task assignments, resource availability, roles and rates. Monitor due dates, track performance vs. estimate and time off and available hours per employee to maximize resource utilization. Find and assign resources by skill and availability.

-Accurately Track Time and Produce Expense Reports
Maintain profitability and head off problems by tracking labor and non-labor costs, actual vs. estimated costs, project budgets to-date, and producing real-time forecasts of revenue, costs and profitability for each project, and monitoring subcontractor fees for more accurate project cost analysis. Completely integrated with the billing process.

-Painlessly Handle IT Project Portfolio
Project Manager Dashboard and project portfolio management tools provide roll-up summary information and comprehensive planning and performance analysis, including cross project reporting, project performance, project P&L, earned value, cost analysis, user-defined fields, and real-time project status for all the consulting engagements in your portfolio of IT projects.

-Create Proactive Maintenance Plans
Manage your maintenance contracts more efficiently with a list of actions to be performed on supported devices on a regular basis such as reviewing event logs, applying patches and software updates.

-Track Installed Equipment
Manage your maintenance contracts more efficiently with a list of actions to be performed on supported devices on a regular basis such as reviewing event logs, applying patches and software updates.

Service Desk
Process Customer Service Requests

Process customer service requests better than ever before! With Autotask you’ll deliver better service, improved response times, and a complete audit trail, no matter whether service requests arrive via phone, fax, email or a Web portal.

Autotask tracks time and records task information, keeps things from falling through the cracks, and provides important customer metrics that will help you analyze both efficiency and profitability.

Look how Autotask makes your IT customer service run better:

-Manage Outsourced IT Services Better
Autotask handles support, troubleshooting, help desk, warranty work and scheduled maintenance. Use the Service Desk module to dispatch field technicians for field service break-fix, installation configuration and upgrades. Manage multiple queues, custom issues and sub-issues, priority, status, routing, ticket history, and resource selection by skill. Turn a ticket into a project task as needed.

-Service Ticket Billing
Easily create a client signoff sheet when the work is completed. Bill by fixed price, time and materials, milestone and percent complete contracts, prepaid retainer, block hour, and fixed monthly management support. Autotask handles the complete approval and billing workflow.

-Capture Service Alerts Automatically
Capture e-mail alerts from popular remote monitoring software and automatically create service tickets. Use our workflow automation engine to create rules for automatically assigning tickets to the right resources, sending notifications, dispatching, monitoring progress and automatically escalating based on priorities you set. Works with solutions N-able, HyBlue, Zenith InfoTech, Kaseya, Level Platforms, and others.

-Take Advantage of Outlook Integration
Create tickets faster and streamline workflow by submitting tickets from Microsoft Outlook, creating notes and tickets from e-mails.

-Deploy Your Own Branded Client Portal
Allow customers to create and submit their own service tickets 24×7 directly via the Web. Set up automatic notifications to alert appropriate personnel when tickets are submitted. Allow your customers to monitor progress of their issues without having to call you.

-Monitor Everything With Service Dashboard and Reporting
Monitor key metrics including ticket submissions, tickets due and completed, comprehensive reporting and performance charts.

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