Independent Research Uncovers Significant Operational Efficiencies in Unifying PSA & RMM

Share on LinkedIn Share on Twitter
November 16, 2016
A commissioned Total Economic Impact™ study conducted by Forrester Consulting on behalf of Autotask uses their methodology to determine that Autotask’s unified IT business management platform delivers value to technology service providers. Forrester interviewed two Autotask customers who had previously relied on legacy RMM integrations and who both unified operations and service delivery with Autotask Endpoint Management (AEM) at the device, data, invoice and reporting level.

From the information provided in the interviews, Forrester utilised their Total Economic Impact (TEI) framework for a 30-user organisation that shows that the investment in Autotask Unified Platform may be recouped in less than 4 months and result in a 198% ROI. The results were consistent for study participants of varying sizes and geographies.

Organisations using Autotask Unified Platform also noted:
  • Increased productivity of billable employees by an average of 1 hour per technician, per day
  • Reduced cost of customer turnover of 12%
  • Improved SLA average response times by 28%

  • The study participants realised additional performance results such as increased customer satisfaction that contributed to customer retention; these benefits are expected to have a further impact on ROI results.

    “Autotask’s 100% cloud platform unifies the PSA and RMM data at the device, ticket and invoice level to help TSPs prioritize customer requests, meet SLAs, and optimise delivery. This is groundbreaking because it means accessing complete device data from the PSA alone, as well as more intelligent alert handling and improved ability for incidents to self-heal. ‘Click-to-device’ capability from the dashboard and ticket enables quicker remote takeover and resolution saving minutes per incident that add up to substantial productivity gains,” said Patrick Burns, Vice President, Product Management, Autotask. “The study findings quantify the significant impact unification can have on business operations and proves that investing in our unified platform can deliver high-value return that can accelerate growth and profitability and enhance the customer experience dramatically.”

    Learn more

    Download the Forrester TEI Study of the ROI of Autotask’s Unified PSA & RMM.

    Attend our webinar on December 1, 2016 where we will be joined by guest speaker Dean Davison of Forrester and study participant Micah Thor of TechGuru for a complete review of the study findings followed by a live Q&A.

    About Autotask Corporation
    Autotask Corporation helps IT organizations worldwide work smarter with a complete, cloud-based IT business management platform that enables efficiency, accountability and access to the metrics that drive intelligent business decisions. With built-in best practices and workflow automation, Autotask speeds time to revenue while continually improving service delivery. Autotask is available in seven languages and used in over 90 countries. Headquartered in New York, Autotask has offices in Beijing, Chicago, Dallas, London, Los Angeles, Munich and Sydney. Visit for more information.

    Autotask® is a registered trademark of Autotask Corporation. All other trademarks mentioned in this document are the property of their respective owners.