As of March 1st, BTA—the business IT experts, will move from Connectwise to Autotask for its help desk ticketing system. This will be followed by a further move to Autotask for the managed service provider’s entire CRM function. Autotask has developed the world’s leading hosted IT business management software, and is considered the gold standard for MSP end-to-end client management. The move is part of BTA’s continual evolution, and will improve and enhance the London-based IT consultancy’s support capabilities.
Autotask is equipped with a variety of features that will save administration time for Help Desk engineers and the BTA Operations team. From SLA management, to customisable dashboards and comprehensive reporting, the BTA team is looking forward to enjoying the benefits of having one of the most comprehensive, user-friendly IT management systems on the market.
BTA offers a variety of different service types: project work, ongoing support and maintenance services for IT managers and fully out-sourced IT for companies with no in-house resource. With Autotask, BTA will be able to manage all of these service types with a high degree of flexibility. Opportunities, contracts, tickets, tasks, to-dos all together in one place, so that clients can be served quicker. Plus continuous service improvement and measurement capabilities mean that BTA’s management will be able to better manage service and technical teams for constant improvement.
BTA clients should note that that Help Desk emails will now have a different format and that ticket numbers will now consist of the date (reversed) and a four digit number (e.g. "Ticket - T20160222.0001"). From 6pm on 29th February all new support requests (via telephone or email to email@example.com) will be directed to the new ticketing system. Any existing tickets on the current help desk ticketing system (six-digit numbers) which are still 'open' at 6pm on 29th February will be, by default, completed on the old ticketing system over the following days.
Click for more information on BTA—the IT experts, or Autotask or contact BTA on 020 8875 7676 for information on IT services, IT solutions and IT consultancy options that will help drive your businss forward.
BTA is located in Wandsworth, London and has been serving organisations around the UK for more than 20 years. Richard Taberner and Scott Bartlett founded the company in 1994 with the vision of delivering a different type of business IT, designed to serve companies who needed comprehensive, affordable support they can trust. BTA has differentiated itself over the years as a proactive managed service provider that provides organisations with the technology they need for a competitive edge and the solutions required to stay ahead. More at BTA.com.