Transcript
So hey all, good morning, good afternoon or good evening, depending on where you're joining us from. Thank you for being here. I'm Nishtha, a product marketer at Super Ops and your host for today. Joining me is Akhilesh, a product manager at Super Ops and the PSA Wizard. Hello, Akhi. Hey Nishtha, and hey all, thanks for joining us today. I'm really excited for today. What's in store for this webinar? Awesome. Okay, so before we get to the topic at hand, I want to talk a little bit about Super Ops and what we do, especially for the new folks here. So Super Ops is a unified AI powered PSA RMM platform with IT documentation and project management built in. And we also have a new super cool RMM module that's launching tomorrow and hint, it has something to do with networks. So keep your eye out for that. All right. So and also, if you have any questions during the course of this webinar, please drop them in the Q&A box and Akhi or I will take them up at the end of, in the Q&A session at the end of this webinar. And I do hope you have any questions when, towards the end. All right. So before we go into the presentation, I'd love it if you folks could answer a few questions for me. Your answers to these questions will, you know, set the stage for the rest of the presentations. So I'm launching the first poll now and I hope you can see it and let me know if you face any trouble, you know, seeing or answering the question. Okay I think so we have all the answers we need to run this webinar. That's great. And this is how we are all voted. I hope you can see the results. Awesome. So thank you for your inputs. And now on to the presentation. And now we will know why we ask these questions in a short bit. So this is the topic for today, 10x Technician Utilization with Accurate Time Tracking from Anywhere. So whatever we're going to talk about today is all going to be based on time and how you can use it effectively. And yeah, but the previous questions that you, that we asked you, we want you to answer So one final question, since, you know, we are all dealing with time, just one final question that, you know, we want to, we want you to answer, which is based on time. So this is the final one. Yep. This is the actual lead up to the webinar. Awesome. So I think the results right now will surprise you or maybe not. So this is how we have all voted so far. So none of you here was voted record 100% of your time spent working, which brings me on to my next question. Unless you know how much time you spend working, you have no idea as to what your time economy is. So by time economy, okay, I think I'm not sharing my screen. All right. Sorry. Okay, I hope you can all see my screen now. So by time economy, what I mean is how much time is a technician spending on an issue, an issue category or a client? Now why is this question important? Why is it something that you should know the answer to? Now let's consider the MSP KPIs, which are efficiency, operational efficiency, technician skill and profitability. So why do I call these KPIs? This is because an MSP's day to day activity as well as future activities are based on these KPIs. Now let's take operational efficiency. An MSP is said to be efficient if they accomplish more tasks in less time. A technician is considered to be skilled in a certain domain if they consistently solve issues faster in that domain compared to other technicians. And the client is said to bring in more revenue for you and to be profitable for you if the revenue that they bring in for you is exceeds the cost that you incur for them. And because I mean, you know, how much you pay your technicians in managing the services for those clients and other resources. So as you can see, everything is dependent on time. So in short, you can measure these three KPIs only when you track time accurately. But right now, what is stopping technicians, what is stopping MSPs from tracking and managing time? Because as we saw in the poll result, I don't think any of you is recording 100% of your time that you spend working every day. So we found out two reasons to it from the MSPs we have spoken to. The first is lack of awareness. MSPs actually don't know how much time they're letting slip through the cracks and by that losing out on the revenue that time could potentially bring in if they build those hours. And the next is painfully disjointed time tracking. So most of your MSPs would be using a PSA tool and those PSA tools probably have a timer built in. So when a technician opens a ticket to start working on it, there's a timer that gets triggered automatically. So time is tracked associated with that ticket. But what about all the job that happens outside of a ticket? Say a technician could be, you know, reading up on a new service that they need to provide for a client or doing documentation or when they're on a field visit, you know, they go to fix one issue and they end up fixing five issues instead. So all the time that all the work that happens outside of a ticket right now doesn't get tracked. Most time tracking works only within a ticket. So the result is that you lose out on the potential revenue that this untracked time could bring in. OK, so and there's also like, you know, you could probably integrate a time tracking solution that is available in the market, like, you know, toggle or something with your existing PSA tool, like I think that's what Synchro has done. Synchro has an integration with toggle. But again, in this case, you literally end up toggling between, you know, Synchro and toggle to track time. So you track time and toggle while you work in Synchro. And again, you know, for invoicing and stuff, you go back to Synchro. So there's a lot of back and forth happening and you lose a lot of time and tracking time, which defeats the entire purpose of a time tracking tool. OK, so is there a solution for it? Right now, there isn't. And the problem is that technicians ballpark time. So what happens when technicians ballpark time? When time is ballpark, the three KPIs are also ballpark. So efficiency is ballpark. Technician skills are ballpark. Like, you know, you don't exactly know which technicians are skilled and what and which technician to assign for a certain job based on skills. And your client profitability is ballpark as well. So unless you track time accurately, you'll never know the answer to these questions. How efficient are you? How skilled are your technicians and how profitable are your clients? So this is what we are introducing today. An industry first easy time tracking solution called SuperOps Smart Tracker. So our intention is to make you stop ballparking, start time tracking and make every hour that you work pay. So why do we call it smart tracker and not just time tracker? This is because smart tracker goes beyond just simple time tracking from anywhere. And by anywhere, I mean, you know, on your phone, wherever you are on your site visit and also anywhere on the web, even if you're not working within the PSARM platform. So with this smart tracker, you not just track time, but you also know where your time is going currently. How effectively are you using your time correctly? And it also gives you suggestions as to how better you could use your time so that, you know, your MSP becomes profitable. All right. So this is what you get with smart tracker. Basically you can just track time accurately from anywhere at the click of a button and not just within tickets. That's the point to note. So with accurate time tracking, you know which technicians are skilled and what, because based on their time utilization for certain type of issues, you'll be able to find out if, you know, technician is more skilled at certain domains, like, you know, switches or networks or whatever. And with inaccurate time tracking, you can also run into, you know, billing discrepancies. I think some of you voted 63% of you have, you know, occasional billing disputes with your clients because it's a case of, you know, he should, he said, she said with an accurate time tracking, your clients could say that, you know, a technician spent only two hours fixing an issue while the technician could say, no, they spent three hours. So there, there's a dispute when it comes to billing. And you also get to, you know, improve your operational efficiency in real time. Most of the solutions out there offer, you know, retrospective reports as to, you know, how efficient your operations are like, you can pull up reports from the past week or the past day and see where your time went, you know, if in case you have a PSA solution or you've integrated your solution with the time tracking tool, but with smart tracker, you can see where your time is going in real time. And you can just, you know, drop your negative profitability clients based on, you know, how much time you spend on them versus the revenue they bring you. And one more USP with accurate time tracking from anywhere is that it has a compounding effect on your profitability. Say with accurate time tracking, you get more billable hours per tech for a client. And with this, you can get more revenue per client because you're increasing the availability for one client. So you get more revenue per client. And this goes across clients. So with more revenue, your profitability goes up. And with that increased profitability, you can hire more techs and get more clients. And those extra clients in turn bring you more profitability and the circle and the cycle keeps going on there by compounding your overall MSP profitability. Okay, so that's about SuperOps. That's about smart trackers. Violent proposition. Now, I think I'll hand the stage over to Akhilesh for the product demo. Akhilesh, the stage is yours. And let me stop sharing. Perfect. Thank you, Nisha. And thank you so much for setting that context. And let me directly jump into the demo because a lot of you must be waiting to see what we have done with to drive these outcomes that Nisha just mentioned. And one of the things that maybe I have to set the scene with how we started with this problem in itself is we realized, yes, MSPs are tacky. When I'm talking to a lot of MSP owners, they're trying to track, let's say, efficiency, utilization, profitability. And there are tons of tools which gives you all these reports. But when I double click on it and I ask MSPs about how efficiently are they using those reports? Are those reports actually giving you what you need? Are you able to drive impact with those reports in your business? The answer started revealing something else. And initially, we thought the problem was with the reports, but not really. The reports are actually showing what's happening on your service desk. But the problem was with the data. And that's when we realized it is great that super ops also can start giving profitability reports, efficiency reports, and all of that. And we can just latch it onto the tool and say, hey, track it. But however, the way we solve things at super ops is not just launch features, but launch value that will empower MSPs to grow. So we realized rather than just launching a report, we have to enable the MSP ecosystem to first track the right data for you to make right decisions from those insights that you're getting. So to start with, what we did is when we started researching, these are all the questions actually Nisha asked, the same questions we asked a lot of MSPs. And then we realized, one of the things we realized is technicians are ballparking time, or sometimes they forget to track time. Sometimes they are completely oblivious to the fact that they have to track time, and they think it's anyway included in the contract, and maybe I can just ballpark it. Why should I track accurate time and et cetera? So all this is happening among the technicians. And there's nothing to blame, because they are super busy, and time tracking is really frictionless with all other tools. And that is the root cause of this is what we realized. So that's when we analyzed, first of all, for the data to be accurate, for you to be running great operations, you need to enable technicians to track time and lock that time very effectively and easily. That's the goal that we embarked on. So let's say in Super Ops, you go ahead and look into a problem that came from a particular client. Immediately, let's say someone's calling you and saying, hey, my server is down. You are not going to worry about first, I have to go ahead now, okay, someone's saying their server is down, their whole business is down, I'm going to now create a ticket. This is what every other tool asks you to do. Rather, as a technician, what you would want to do is directly get into the server and start troubleshooting. So this is where we realized is to make sure that rather than giving you the friction of filling up a form, a ticket, then start tracking time, et cetera, we said, hey, when your clients face a problem, just jump into it. And wherever you are, you can just initiate a time saying that, let's say, a server reboot. Also, I can just say that this is just a server issue for PSN goes to my client and just start time. No ticket, nothing, and one click, I have started tracking time. Now I can go ahead and start troubleshooting, see what's happened on the server, what's really going on, and find maybe the recent logs that I'm looking into and understand what's going on. And then maybe this is one case. Life doesn't revolve only within the Super Ops platform, is what we realized. Sometimes you go outside the platform, but somebody says server is down, you find something in the event log, and it's a Linux server, and it's saying kernel panic or something like that. Maybe I'm not the best at it, immediately what I would do is actually go ahead and start troubleshooting it. So that is why many times when you are actually working away from Super Ops, the PSA system, that's when we realized. Many times the technician is always not in the PSA, and there is a gap in tracking time there as well. So we said, hey, the time tracking should follow wherever the technician goes. So let's say this is another technician who's asking about a kernel panic happening on their Linux servers. I was already working on this particular thing, and I was feeding out something, but immediately I jumped onto doing something, and I had to track time, but I'm not even inside the Super Ops ecosystem. Fret not, wherever you are, our timer is going to follow you. As you can see, we have a Chrome extension, so all I can do is, okay, I'm moving on to the other server issue, which is for Linux, and I can say Linux issue for Acme, and wherever I am, I can just make sure that I keep tracking time. So this is another place where our timer follows you, but that's not it, guys. So the best part is we also realized it's not just about tracking time only in your desktop or when you are in front of your workstation. Tracking time also happens when you're on the move, and that's what we have realized. And like how your Super Ops time tracker and our Chrome extension isn't thinking what's going on. Let's say I started tracking the time for troubleshooting this Linux issue, but suddenly I have to go on site, and I'm on the move, and I want to track time for that, or make sure that I'm not tracking any additional time, et cetera. Even if you're on the move, we have released an amazing mobile widget, like you can see on my screen. This is my mobile screen, and we have a mobile widget clearly showing you what are you actually tracking as time, and you'll be able to look into it. And let's say if you are not doing that particular work, maybe I can just pause and start another time saying I'm on site with, let's say, a particular client, et cetera, right? So I'm on site with A, and just hit start time. That's about it. And the widget will be tracking that particular time right now. So this is exactly how we have made sure that tracking time is super easy, and wherever you are, be it inside Super Ops, be it outside Super Ops, on your workstation, or if you're on the mobile and on the move, time tracking has become a click away. And no friction, no forms, no tickets. If there is a ticket, of course, inside a ticket, you will be tracking time, and all of those functionalities still exist on front. The fundamental way of working always exists inside Super Ops. But however, we wanted to take a different take, saying that let's remove the friction away from time tracking. That's what exactly we did. Now in the course of this demo, as you can see, I have actually started tracking multiple times with the tickets, and a time that I'm already tracking for a ticket, and there's a time that's already running. So how do technicians even manage these? Now if you are making it so easy, we have to make sure that we empower the technicians with the right tools to manage all of their times, and log them as work for your business. So that's why we have introduced an amazing timesheet, which is available for all your technicians, where they can look into all the timers that's going on, and I can say, okay, this seems fine. I actually was working on this particular ticket. I can just log it as a work log, and it'll go in. And this particular troubleshooting Linux issue for Acme that I tracked, now I have to just make sure that there is a corresponding ticket. If it's already there, I can just go ahead and log it against a ticket. Or if I have to create a ticket on the fly, then I can just choose to go ahead and create a ticket on the fly as well. And as you can see, you will see for what time are you creating this ticket. This was a server issue for Peer Inspector, so I'm just going to make sure I log the right ticket for Peer Inspector for the server issue, and all the work that was done. So making sure, what we have done with this is we have made sure that time tracking is not click away. After that, you have a very nice timesheet where a technician is not held up with a lot of grunt work about tracking time. They can just go about their day's work, and all they have to do is make sure that they are keeping track of their time from wherever they are, and then come to the timesheets, and just go ahead and associate the right work items that they need, tickets, projects, et cetera, and hit add work log, it's going to go in. So that is how we have democratized time tracking, and now it's going to be super easy and right behind the click wherever you are. But that's the first part of it. Now let's say as a technician, I'm logging time, and the ideal way of how Super Ops technician works today is at the end of the day, they come to this my timers in my timesheet, and make sure all the times are accounted for, and if I want to maybe make some edits as well, I can make those edits, et cetera, and then log them as work logs. But also what we wanted to empower technician with is not only just making tracking time easy, but empower them with making sure whatever they are logging their time as, how they have contributed time to their business is completely in their control, and they are empowered to see that and make necessary adjustments accordingly. Let's say in your business, if you have, let's say, a certain amount of time the technician has to log, let's say 20 hours, 30 hours a week, et cetera, now of course they would have to log for all the tickets that they are working on. Sometimes even after providing this best of time tracking, sometimes reality can hit. I can sometimes miss out on tracking time. Maybe I was on site and I worked on a parallel issue and I didn't log time, et cetera. So all this can also happen. So that's why in our timesheet, we have given a nice calendar view where at a week level, at the end of the week, I can just come as a technician and then quickly look into, okay, where did I work for this particular week? And all the time that we are logging today is right here. What did I do yesterday? What did I do on Monday? And where are all these times and how much time I have contributed for the week? Everything is in one single screen itself. And let's say I'm spotting saying that Wednesday seems off because I'm pretty sure I work for a full eight hour day and two on-site visits and I have logged only five billable hours and I can also hit view calendar. The best part is it will clearly tell me when I did work on what kind of issue and then I can clearly see a gap saying, oh yes, four to five hours on site with a particular client. I've totally forgot to log time here and I can just add a time entry on the fly. And that's how amazing Super Ops is where we have not only made time tracking easy, but we have empowered technicians to keep a track of what they have logged and also jog their memory to make sure that they are never missing out on tracking time for the business. So this is what a technician does in Super Ops and I can see that there are a lot of questions coming in as well and I'm just going to maybe take that if it's related to this journey and maybe park a few if I'm going to already show that. And I think that is a question from Richard saying, what happens if you set a time and forget to stop it? Can this be modified after? Yes, Richard, you do have an edit option so you can modify it later. And also if your question is coming from the fact that sometimes you have parallel timers running and you forget to stop all this time and you have to edit, don't worry, we have actually covered that. For example, let's say I am already working on this particular issue, right? And and I go ahead and start another timer in some of the work that I was pulled in inside pulled inside. Right? So when I start this time, as you can automatically see that all time was automatically paused and this time got activated. So by default, let's say we will make sure that one timer is running for you and all other times are auto pause based on value of working. But on top of that, if you want to make edits, etc, yes, you can still do it. And Joseph is asking, is the mobile which is available for iOS and Android? Yes, absolutely. If you have the super ops, just go to your widget section. You will find the widget for both Android and iOS, Joseph. And we also have another question. Is there an edge extension release date? Let me get back to you on that, because we have a link for the Chrome extension today that we are going to share with all the Webinar participants here. But we have also make sure that since it is operating on the Chromium platform extension work there as well. So let me take that as a question that we can get back to you on what link you should use to install that or you can use the same link as well. That is something that I'll confirm on for those questions. Perfect. Yeah. I think Richard has asked if they can get a recording of this call after the event is absolutely will be sending across the recording right after the event gets over. Awesome. That's great. So that is time tracking and how amazing a technician can track time use time sheet to look at all the times that they are working on and log them as work logs and look at all the work logs that they have logged and what they have contributed to the business. And this way we have made sure time tracking is super easy. But now we are going to elevate the game a little bit and we are going to look at the service just managers or owners who are actually managing these technicians know for them. It's about ensuring that technicians are logging time properly contributing to the billable hours. And I also want to understand how am I maximizing on my billable hours resources that is available. And also many a times one of the interesting facts that we got when we spoke to a lot of MSP owners and managers is they realize retrospectively saying that last month a particular technician worked on a server reboot for four hours but ideally it shouldn't have taken that much time. And how can we you know train the technicians on these things etc. But all these are retrospective and when the damage has already happened. So that is why now the unique point of Super Ops which which we invented here is the all time sheets that you are seeing where not only I can see the work logs which I'll get into a little bit but where Super Ops is differentiating among all of the tools out there is I can have a view as a manager if I'm managing a team only my team's timers will be there if I'm the owner everyone's time I will be there so I will have a live view of who's working on what I can clearly see let's say Srinidhi is working on a user onboarding for the eight past eight hours that should definitely not be the case maybe I just have to quickly look into what the issue is and ask you need maybe pastime or ask you what's going on have you forgotten to track I don't have pastime you should not have taken that much long or sometimes you can spot live saying that someone's working on a server issue for more than an hour but on average your turnaround for tickets is this 30 minutes and why are they stuck why are they tracking so much time so you get a live view of what's going on in your help desk and all you have to do is just go come here and look into all the timers that's running across your technicians and you will know what are they currently working on and if you are spotting any operational inconsistencies by looking at this itself right then and there you can go ahead and have a conversation and fix it rather than figuring out at the end of the month or a quarter saying oh last month something like this happened right so this is how we are differentiating how you can efficiently run operations in super ops but this is on the one side on a daily basis right a manager could be looking at this view but another let's say responsibility for a business owner or a manager is to understand how is how are my resources utilized and and and is it on the right track how can I make sure my start technicians resources available ours is not utilized at the maximum level compared to an intern how do I analyze these as the week progresses of course I can get all this retrospective data at the end of the month or a quarter but while this week progresses how can I understand saying how much each technician has contributed why is why is this particular technician not contributed at all and maybe if I realize that my start technician is actually maxed out on utilization is already going up is that anything what are they working on one click I'll get to know what are they working on and I'll be able to understand what's what's going on I can get the same calendar view for that particular technician right on the screen so that I can understand what's going on among my technicians how are they utilized as the week progresses and should I make some adjustments here is my start technician working on a basic server reboot maybe I should put to a technician who I'm paying let's say like an intern or something so that our overall profitability is actually better that way and also maybe you also can look into the client utilization as well let's say if you're providing services to the client as the week progresses you can actually see how much of your resources is utilized across your clients and let's say you know that you have winterfell is one of my largest clients and they're utilizing a lot of ours already for today or this week it should make sense to you but let's say Acme is not even in your top most plan and they are not even your managed client or let's say they are managed client and in your basic light plan or the lowest plan but you suddenly see they are utilizing a lot of time then immediately you jump on it and understand saying what's going on with Acme is there any issue why is this technician logging a lot of time on Acme tickets what's going on Oh looks like on Acme is onboarding a lot of new employees this time and that's why all this time is going to make sure that this is billable and you are getting the bunny etc right so this is how we are giving not just a live view of all the timers that's going on but as you are run operations on in a weekly basis as a manager I can quickly look at utilization on how my resources are split among all the work that's done that's across technicians and clients right so this is what we have done with smart tracker where we have pulled out a value for technician where they can easily go ahead and track time and lock things now as a manager and a owner who is running operations now you have a dashboard where you can keep things in control with a real lifetime view but I'm pretty sure there are a lot of owners in this webinar talking about all this is great or how can I make decisions for my business using this so that's exactly what we are going to you know wrap this webinar with because as you can see I have made sure that tracking time and operations is smooth but as a owner while I have empowered my managers and technicians to do this I have to make decisions based on efficiency and utilization so that I am a profitable MSP or going towards the goal of profitability so that is how we'll wrap up the smart tracker what I showed you is already live in a product and what I'm going to show you is what we are currently working on which we long a launch along so that this will latch on to it is our reporting for smart tracker what we do with that is let's say you're running a very tight operation with the help of smart tracker now I would be able to go ahead and look into as a owner a great efficiency dashboard now what does this efficiency dashboard tell me is I can choose first a time frame saying okay let's see how my business perform from last month last quarter half a year or a year I can do that for anything right I can choose a time frame right here and understand saying okay for last month I have spent hundred hours on the whole that's how my resource has been utilized among 251 tickets and who are my top 20 client clients who used up these resources right so I can look into it and against how many tickets so I can even see with less number of tickets am I actually my resources are going a lot for this particular client or taking our clients or similarly maybe I'm having a lot of tickets but I'm not spending that much time so you can always find these outliers what's going on etc right from this itself understanding all my resource utilized among my clients and this is of course top 20 but if you're already thinking about I would like to actually get this data for all my clients don't worry you can just go ahead and click view all clients utilization and you are going to get a list of all your clients on how much time have you spent for this time frame across how many tickets so this will give you a good idea of how your resources are being utilized and what you can do about that etc. So that is one part of it but however this resource utilized is useful when you tie that along with efficiency and what do I mean by efficiency is how efficient you are in handling all these issues that are coming to your MSP and why are we looking at efficiency along with utilization is if your clients are managed the lesser time that you spend with them the more profitable you are right so I'm the lesser time you spend with them more profitable you are with the existing client but your pool of billable hours also grow so you can sell those are to somebody else as well so that's an avenue for you to grow and become again more profitable so let's say if you are an MSP and a 500k revenue and you're planning to go to 1 mil and if you're an MSP at a 1 mil range planning to go to 3 mil etc the way you should be thinking is how can I maximize my efficiency and utilization so that as a business I'm going towards that goal and this is exactly what we want to do in super house rather than building saying you know 10 profitability reports enable the product ecosystem itself to track time manage operations and give you a report on utilization and efficiency where the baseline metrics that you we will use for efficiency is average time spent across your company and the resolution time for all the work that's coming in and based on this we will start racking your clients saying who's your top 10 let's say efficient client and who's your bottom 10 efficient client and based on this you will kind of understand saying who are my best clients that I'm really efficient with them and who are my clients who's utilizing a lot of time from me and my efficiency is really low with them and this is where you want to really fix and work to bring your baseline down so that you become very profitable and we have we'll be launching this as well where I can look into let's say a top 10 clients or bottom 10 clients and understand who are they or if I want a complete ranking of all my clients then you can choose to do that as well where I can quickly look into how my clients are ranked and how efficient are they compared to my baseline so all of this will be coming in if you're already wondering right now wow that's a lot so what do I do with this right so what do you do with this is you have to understand what's happening with your best client and your least efficient clients and try replicating that with your least efficient client how do you do that is when you can actually drill down saying okay I want to make sure I want to understand what's happening with Acme because they seem to run 50% below my average efficiency then I can go ahead and say super ops give me what's going on in Acme that it's immediately going to give me saying that hey for the time frame you chose Acme raised these kind of issues and these are all the types of issues that came in and how well did we perform in those issues in terms of time spent and average time for a ticket etc now from here I can look into those issues and understand two things maybe I'm performing very poorly whenever a printer failure issue comes from Acme because Acme's environment is really bad and I need to have a conversation with Acme to fix their printer environment so that I can improve my efficiency or maybe it's the education of my client my technician because my technicians are not skilled enough to handle this issue that's why it's bringing down it's maybe a particular technician so I can look into that and immediately have a conversation with the technician or if it's an overall category I can create a standard operating procedure or run book and you know make sure that I bring some standardization there so that I can keep bringing these efficiencies down so this is how we will ensure that it's just not about time tracking it's just not about running operations it's also how once you start tracking accurate data you get accurate insights on your efficiency and utilization and what kind of insights you can take to keep bringing your baseline down and grow as an MSP and most importantly a profitable MSP right so that's something I wanted to share today with what's up in smart tracker and if there are there any questions any thoughts do you feel this would be useful and if you have any thoughts on should you see more data in this report etc fire away in this chat and we would love to have a discussion on that as well on everybody who's part of this webinar while while you are doing that I also wanted to add some context saying it's all great where are you headed this is amazing but where are you headed as a PSA as a vision etc so the vision that we want to do is we realize every MSP has a goal that they are walking towards be it like I said 500k to 1 million a profitable MSP with a bit of 20% 1.5 to 3 million there is a journey that every MSP is walking or for all you might know there is a lifestyle MSP where they are very happy with what they are making but they want to sustain operations but somewhere there is always a goal so what we realized we should do is not just latch on report and ask MSPs to figure out and pay tens of thousands of dollars to consultants to figure these things out so the way the vision for a super ops PSA is we have launched my tracker where time tracking has become accurate running operations has become very optimal and now you can take decisions based on efficiency utilization and after this is when you will be applying all this data to your contracts and start reading profitability and with both of these together you would be able to drive insights for growth and profitability based on your goals so that's exactly how we are stitching this whole journey and taking you through so that we can be part of your integral growth and that's a quick overview of smart tracker. Okay so Akhilesh I think that brings us to the end of our presentation. Awesome. So yeah the stage is open for Q&A so people please fire away. Do you have any questions that you would like us to answer with regards to this module or as to the general direction that we are taking? Yeah or any other questions with regards to the PSA of super ops do fire away and we would be happy to answer those as well. And if it's RMM related you can feel free to. I'll make sure that we can take that question back and get back those answers but PSA you're gonna get it. All right Mike has commented that he loves it and thank you Mike thank you for loving it and I hope you really explore and enjoy this module. Perfect thank you Mike and do start using this and you'll also launch these reports like I showed very soon so once if you already start using a smart tracker and the timesheets etc when we add the reports to your account in a few weeks you will already start seeing data flowing in and you will start you'll be able to start taking these decisions as we discussed. Thank you so much Mike. Thank you Richard thank you and I've also dropped the Chrome extension link from where you can install the extension in the chat so please use that to start tracking time from anywhere. Okay so I think we are wrapping up early in keeping with the theme of you know using time diligently. So Anisha I think there is also another question one is Richard thanks for liking it so much and there's a question from Marco on thank you thank you for letting us know that it's really good functions and we are headed in the right direction thank you Marco for giving that validation and you also asked any idea or plan on time frame with possibly integrating scheduling along with this. You are thinking right Marco that's exactly where we are headed we have already started work on scheduling for this quarter and we are aiming to launch scheduling as well as part of the complete journey that we discussed towards the end of this quarter that's what we are aiming we can even start you know giving more closer timelines and also more accurate deadlines to you maybe in a couple of weeks as well so to reach out to us and if you are interested do reach out to us me or Anisha and or I can reach out to you where we can also show you a quick sneak peek of what's coming and you can let us know if you really like that as well but yes thank you so much for asking that question though for others interest as well the goal and the way we are looking at scheduling is the way once we have scheduling in place inside Super Ops it's not just about integrating with Outlook yes we are going to do that we will have a two-way sync with Outlook and you will have a dispatch calendar where you can easily dispatch events among your technicians how you can manage your on-site visits and technicians themselves will have a nice calendar plan their day etc but how the smart tracker and scheduling comes together maybe Marco you're already thinking in that angle is when I said as a technician actually I can look at all my you know work log and look at and understand seeing how I logged all my work along with looking at my work log I'll also start seeing my events in this calendar so I can actually know oh it looks like 12 to 1 I was on site and I have no corresponding work log I may be totally forgot so you will have a complete ecosystem coming in by the end of this quarter itself and that's why exactly what we are aiming Marco thank you so much for that question though okay and so we have another question from Joseph is there any plan to allow us to purchase PSA only licenses along with super licenses got it Joseph if your question is if you want to let's say how one instance and few technicians on super and few technicians on PSA I'm afraid that is not possible it's at an account level an account can be in one single plan and we cannot split technicians for the same account in different plans but however if there is a specific need and there is a specific concern on how do you want to drive our outcomes for your business don't worry at all we would never want any friction in you adopting our tools so just reach out to us and we will have a conversation with you and see what's the best that we can help you to make sure that we can find them in front of how these tools can be adopted for your business and your outcomes that you are looking to generate Joseph feel free to reach out to us and we'll be happy to help okay are there any more questions yeah we're getting more technicians submit a ticket for himself great I'm not sure about the context of this question maybe you can feel free to add more context to this if a technician can submit a ticket for themselves so most likely every ticket has to be let's say to a client because whenever you are logging some work you are logging let's say to a particular let's say client and that's how you can track it against a contract and also look into efficiencies utilization profitability and all of that but you can also actually create a ticket just with a client and you don't need to or say mention who it is a request or so maybe if it is about doing some non billable work and an internal work and you would like to track that as well we have a couple of accounts you can even actually have an internal client and you can just track time against that there are multiple ways of actually going about that maybe if you can reach out to our support team with a particular scenario our support chat is always inside the product you would be able to help you with an exact solution or how you would like to go about it based on what you're looking to achieve. Okay Mansi so I hope that answers your question. Any more questions? Okay awesome. All right so I think that brings us to the end of this session I hope you enjoyed it and with all this talk about time I hope this session was worth your time so you have a survey when the webinar ends please make sure to answer it and I hope you enjoy exploring smart tracker and seeing profitability grow for your MSP so thank you have a great rest of your day thank you for joining us today and you'll be sent a recording very soon as soon as it finishes processing. Thank you. Thank you all. Thank you for your time today.
