Atera Business Intelligence data shows UK MSPs have higher and faster ticket response rate
Atera, developer of the first cloud-based IT platform that offers end-to-end solutions for Remote Monitoring and Management (RMM Software), Professional Services Automation (PSA) and remote access in one powerful software solution, today announced new findings from performance data collected through its Benchmark Business Intelligence (BI) platform. The data analysis shows that UK Managed Service Providers (MSPs) are working almost twice as hard as those in the rest of Europe as they deal with an average of 157 tickets per month compared to 86 in Europe.
Atera’s Benchmark is designed to analyse and measure key performance indicators (KPIs) for MSPs. Recent data revealed that when it comes to response rates, MSPs in the UK commit to faster response times in a crisis, promising to respond within 30 minutes in comparison with 1 hour in the rest of Europe.
“We created the Benchmark to assist partners in correlating the data to better evaluate their performance compared with the competition,” said Gil Pekelman, CEO at Atera. “The data reveals some interesting results, particularly in relation to how the UK responds to customer tickets, highlighting that they are notably more efficient in a crisis. In being able to provide this level of breakdown, the information allows us to support our customers and enable them to use the data to improve services, and ultimately, help these MSPs grow their businesses and increase revenue.”
The news comes as Atera expands its services into the UK to support MSPs who continue to battle with cost and efficiency pain points in changing market conditions. “Continually automating processes, improving efficiencies and reducing the cost of service delivery is crucial to MSPs, but unfortunately, finding suitable solutions and limiting human intervention has proved extremely difficult,” said Pekelman. “Automation results in greater efficiency, better service, and increased revenue. Atera’s solution integrates RMM Software, PSA and remote access in an easy to use interface in order to achieve just that. The growing adoption of our product demonstrates the demand for such a solution.”
“Automation of support processes is essential to our success and ability to provide a seamless service to our customers,” said Mike Annesley, MD, Mikrotek Solutions. “The challenge has always been the ability to find a solution that does everything in one pane of glass. Atera offers an all in one solution that combines CRM, RMM and PSA, and has a compelling price point. Atera is an invaluable resource that provides a complete monitoring and management experience, significantly increasing operational efficiency, with the simplicity of a user friendly UI meaning that we can quickly and easily find information to troubleshoot issues without any interruption to our customers.”
Atera’s Benchmark found that UK MSPs charge an average of £70 per hour, compared to those in the rest of Europe charging only £58. European companies could utilise this data analysis to improve response times, and, in turn, look to increase their revenue by as much as 22% through better end-to-end management and operational efficiency. This correlation, between faster response times provided and the ability to command higher rates is consistent with Atera’s findings worldwide.
“Moving to the Atera platform has saved both time and money, whilst improving customer response times,” commented David Arnold, Director, David Allen IT Solutions. “Atera has allowed us to consolidate monitoring, remote support, incident tracking and billing into one system where previously it required numerous individual systems which needed managing and maintaining. These efficiencies have allowed my team to focus on our customers, improving their satisfaction and our revenue.”
The Benchmark collects data anonymously from hundreds of participating Atera customers and is updated daily. Its infrastructure is built on PowerBI, Microsoft’s data visualisation tool.