Atera Releases Business Intelligence Tool for MSPs
The peak time for support tickets is 10 a.m. The median time for a first response to a ticket is 43 minutes. The average technician handles 85 tickets per month. Most managed services providers (MSPs) set alerts to sound when motherboard fans exceed 1,000 rpms.
These are the types of insights available through Benchmark, a new business intelligence tool released today by software developer Atera.
Atera, which earlier this year released an all-in-one remote monitoring and management (RMM), professional services automation (PSA) and remote connections software as a service platform, is offering the new tool to allow MSPs to compare their performance with peers.
“Now available for the first time, the Benchmark offers substantive data for IT professionals worldwide so they can understand how they perform compared to colleagues and be better prepared for future trends,” Atera CEO Gil Pekelman said.
“The data collected provides ongoing meaningful insights to help MSPs build deeper relationships with their customers, improve operational efficiencies and drive business,” he said. “We are constantly innovating and creating new ways to add more value to the MSP community so they can offer a best-in-class experience to their customers.”
The Benchmark is updated daily using data collected anonymously from participating Atera customers.
MSPs can view information on such metrics as alerts, ticket load during work hours, response time, resolution time and other key performance indicators.
“The Benchmark acts as a compass to help guide my business,” said Parker Ledbetter, president at Computer Geeks.
“The data is powerful because it highlights the most critical needs of my customers,” he said. “This new valuable tool is clear evidence that Atera is not only a SaaS provider, but a true partner seeking to enable the success of our company.”
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