Professional services automation with Autotask
Garry Adams | TrustRadius Reviewer
February 27, 2017

Professional services automation with Autotask

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Autotask

Autotask is used by every member of our organization from the service department, to order procurement and inventory, to accounting and administration. It is the most integral piece of software there is for running our business. Autotask allows us to track and bill for technician time, parts, software licensing, and other costs. It tracks our service contracts and shows us profitability.
  • Time tracking
  • Ticket handling
  • Service contracts
  • Inventory
  • PTO accrual and tracking
  • Live reports
  • We can effectively contract profitability. After running a few quick reports we realized we were charging about 1/2 what we should have been for fixed rate projects.
  • We track resource utilization to see where our technicians are productive and what is eating their valuable time.
  • I feel that Autotask is the single biggest impact on overall business ROI. We track profitability of everything from hardware to services to contracts with it. It allows us to make intelligent business decisions based on numbers.
  • ConnectWise
It has been many years since we compared Autotask to the competition. We made the decision early on because of the overall solution that Autotask provides. It suits our needs well and we have not had a need to change since.
We use Autotask for everything. It may not be the ideal tool for some things (like inventory for example) but the fact that it is integrated into one system makes up for any of those shortcomings. Also, Autotask allows us to integrate outside systems to extend its capabilities into areas or products that would otherwise require manual tracking. For example, we have several Viking systems for products at resell that integrate with Autotask so we don't have to manually enter billing for them in our service contracts. The services are updated automatically by the API.

Autotask PSA Feature Ratings

Organize and prioritize service tickets
10
Expert directory
5
Self-service tools
7
Subscription-based notifications
8
ITSM collaboration and documentation
5
ITSM reports and dashboards
8
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
10
Change requests repository
9
Service-level management
10