Nexa Lab Blog – Autotask has become one of the leading platforms in IT service management and is known as one of the best professional service automation (PSA) software solutions. They offer a wide suite of tools, from ticketing to project management, all to help managed service providers (MSP) optimize their operations. Learn about Autotask CRM integration through our complete guide.

However, running an MSP business needs more than an optimal operational process. You also need to do a sales process, from collecting leads, converting them into customers, and managing ongoing customer relationships.

That’s why some of you might as well be asking, “Do Autotask have CRM features?“

Because you know how expensive it is to purchase additional CRM software. It is more cost efficient if you only subscribe to Autotask which can manage many other business processes in one software package.

So now we are going to explore the Autotask CRM integration. Is it good enough for your day-to-day sales process?

To start the topics, let’s refresh our memory a little bit about what Autotask is.

What is Autotask?

Autotask is a complete software solution platform for IT service management, designed primarily for MSPs and IT service provider businesses. For most of the time, Autotask is categorised as professional service automation, or PSA software.

It has functions like ticketing, project management, time tracking, and billing. Autotask also has a centralized dashboard, so you can track everything that happens in your operations. You can do everything from a single interface, like checking client issues, assigning tasks to members, and monitoring project progress in Autotask.

Because of these features, many people believe that Autotask is sufficient to handle customer interactions and that you have completed the CRM process through that activity.

However, CRM is actually more than that. While project management and ticketing are important for MSP businesses, you need to do more than that for CRM workflows.

For an easier analogy, maybe you can think of Autotask as PSA software that is a tool to manage your internal processes. On the other side, CRM is the tool to manage your external process, like marketing, sales, and nurturing customer relationships.

So, while Autotask may be a helpful tool in some aspects of CRM, it will be better if you use dedicated CRM software for a better process.

In the CRM process you usually do tasks like tracking customer interactions, managing leads, and analyzing sales data to improve business strategies.

Those kinds of tasks, while they may be handled on Autotask, are more efficiently performed in CRM software that is specifically designed for those purposes.

Now we know what the difference is between Autotask, which is categorised as PSA software, and CRM software.

We also already touched on some of the capabilities of Autotask for CRM; now let’s dig deeper into that in the next section.

Can You Use Autotask for CRM?

Yes, you can indeed use Autotask for CRM purposes, of course, with some limitations.

However, it also depends on how you do your CRM process.

There is a review from Reddit users that actually says the Autotask CRM features are considered “very capable.”

In that post, they mentioned that you can do CRM tasks such as managing contacts, projects, and maintaining interaction with customers using Autotask.

However, just because you can do it in Autotask doesn’t always mean it’s easy.

They pointed out that doing Autotask CRM may not appeal to someone who is used to a modern and polished interface, like what you get with Google or Apple.

In Autotask, you’ll need to do extra steps like clicking and navigating for common tasks like adding notes to a project. In their conclusion, they say that the CRM features on Autotask are more than enough, but Datto doesn’t care to make managing a CRM any easier than it was 10 or 15 years ago.

So, with that fact in mind, we can conclude that you can use Autotask CRM for your workflows.

But, and this is a big but, you can’t do it easily on Autotask; that’s the first thing. Another thing is that it depends on how much CRM effort your MSP business makes.

If your business goes beyond maintaining customer interaction and does something like sales forecasting or detailed customer segmentation, Autotask may not be the best CRM solution for you.

In that case, it may be worth exploring other CRM platforms that offer more advanced features and capabilities to support your specific business needs.

More on Nexalab’s blog: Top 5 Autotask Alternatives for IT Service Management in 2024

What Kind of CRM Features Does Autotask Have?

Autotask does indeed have a range of CRM features designed to enhance customer relationship management for IT service providers. Here are some key features offered by Autotask CRM integration:

1. Contact Management: Autotask provides a robust contact management system that allows you to store and organise detailed information about clients, prospects, and partners. You can easily access contact details, communication history, and associated service tickets or projects.
2. Opportunity Management: This feature helps you track and nurture potential sales. You can create and monitor sales opportunities, assign them to team members, and track their progress through various stages of the sales funnel.
3. Reporting and Analytics: Autotask CRM includes robust reporting and analytics capabilities. You can generate custom reports on various aspects of customer relationships, sales performance, and service delivery. These insights help you identify trends and make data-driven decisions to improve your services.
4. Automation: The platform offers automation features to streamline repetitive tasks. You can set up automated workflows for follow-ups, reminders, and notifications, ensuring that no important client interaction is overlooked.
5. Client Portal: Autotask CRM integrationprovides a client portal that allows your customers to access relevant information, submit tickets, and track the progress of their requests. This self-service capability enhances client satisfaction while reducing the workload on your support team.
6. Integration: Autotask CRM integrates seamlessly with other components of the Autotask PSA platform, including ticketing, project management, and billing modules. It also offers integration with popular email platforms and remote monitoring and management (RMM) tools.

These features collectively provide a comprehensive CRM solution tailored to the needs of MSPs and IT service providers.

What is the Alternative to Autotask for CRM?

While Autotask offers robust CRM capabilities, there are several alternatives available on the market that cater to MSPs and IT service providers. Some popular alternatives include:

1. ConnectWise Manage: This is a comprehensive PSA solution that includes strong CRM features. It offers similar functionality to Autotask, including contact management, opportunity tracking, and client portals.
2. Salesforce: While not specifically designed for MSPs, Salesforce is a powerful CRM platform that can be customized to meet the needs of IT service providers. It offers extensive features for contact management, sales forecasting, and customer service.
3. HubSpot CRM: This is a free CRM platform that offers basic contact and deal management features. While it may not have all the IT-specific features of Autotask, it can be a good option for smaller MSPs or those just starting with CRM.
4. Kaseya BMS: This is another PSA solution with strong CRM capabilities. It offers features like contact management, opportunity tracking, and customer service management.
5. Zoho CRM: This is a versatile CRM platform that can be adapted for use by MSPs. It offers features like lead and contact management, sales automation, and analytics.

Having two different pieces of software for different processes may make you believe that it will make your business process siloed.

However, thanks to the Autotask integration feature, you can easily connect Autotask data to any other CRM software, such as HubSpot, Salesforce, or any other software that you use.

The integration process may be a little bit technical, but you can also consider partnering with an integration expert like Nexalab, so you can have peace of mind.

More on Nexalab’s blog: Autotask vs ConnectWise, Which One is the Best PSA Software?

Conclusion

Autotask’s CRM component stands as a powerful tool for IT service providers and MSPs, offering a comprehensive set of features designed to enhance customer relationship management. Its tight integration with other Autotask modules provides a seamless experience for managing all aspects of your IT service business.

Investing in PSA software is a smart move for any MSP looking to improve their operational efficiency.

However, to get the most out of your PSA, it needs to work with your other tools.

Nexalab’s App Integration Services can help you connect your PSA with other essential platforms, like CRM software, for example. This means you get a complete view of your operation, automate repetitive tasks, and personalise your customer interactions. It’s a solution that helps you get the most out of your PSA investment. Contact Nexalab today to explore how App Fusion can drive your business forward.