We recently released CloudRadial Portal 365, an upgrade from PSA user portals that enables MSPs and their clients to communicate, collaborate, and get things done.
Since the release, we’ve had a few questions about the difference between a PSA user portal and Portal 365. So, we started a mini blog series detailing the differences between our portal and others currently available to MSPs.
We kicked things off with ConnectWise, Autotask, and Kaseya, and this blog will focus on the Syncro customer portal. Since this blog will mainly focus on ticketing, training, and reporting, we have also created a feature-by-feature comparison list on our website.
Let’s dive in.
The Syncro customer portal is a platform designed to enhance communication and provide MSP customers with access to information such as tickets, invoices, payments, etc., all within a single interface. It serves as a centralized hub where clients can communicate with their MSP and oversee activities.
CloudRadial Portal 365 delivers a client experience that’s sleeker, more automated, and full of valuable reporting insights. Portal 365 completely replaces your PSA portal while still staying tightly integrated to your PSA – making it easier to gain adoption while reaping all the benefits.
If you don't want an overworked service desk full of backlogged tickets, impatient clients, and run-down techs, you need to streamline your ticketing process.
However, if you're currently using the Syncro customer portal, you'll find building an efficient ticketing process quite challenging since the portal lacks any features that will help you do so. The single ticket text box is not scalable, nor does it supply technicians with additional information to help them solve tickets quickly and efficiently.
This lack of efficiency will affect your service desk and put your client relationships at risk.
But with CloudRadial Portal 365, you can create a ticketing process that will enhance your client experience and reduce service desk noise.
Portal 365 offers a unique solution that allows clients to submit tickets via the web, desktop, or Microsoft Teams, using customized forms with dynamic questions for faster resolution. With automation, incoming tickets are rapidly triaged and directed to the right person without manual intervention, addressing the issue of backlogged tickets and frustrated clients.
Troubleshooting articles are available to clients based on their input, which enables them to self-triage their issues.
And, with CloudRadial Chat (which integrates seamlessly with your PSA), tickets are instantly pre-triaged, meaning your techs will spend less time getting to the root of the problem and will have more time solving the problem.
By adopting Portal 365, MSPs can transform their ticketing process. This will result in happier clients, smoother service desk operations, and, more importantly, no more delays or backlogs.
If minor issues are causing backlogs, then you need to help your clients become self-sufficient. And to do this, you need to offer client training.
Client training won't discourage your clients from using your services, but it will stop them from flooding your service with issues they could easily solve themselves.
Unfortunately, the Syncro customer portal lacks any form of training. This means clients cannot self-triage, they can't maximize their service use, and will continue to rely on you at every turn.
Here's where CloudRadial can help.
CloudRadial Portal 365 offers 40+ free Bigger Brains courses dedicated to helping you educate your clients.
Complete with training videos, personalized learning paths, and courses suitable for staff of any level; you can equip your clients with the skills to use Microsoft 365 applications and understand critical business functions effectively.
Not only will this significantly enhance productivity, but it will also boost client engagement while empowering clients with the confidence to solve problems independently.
We covered how this integration benefits MSPs and their clients in a recent webinar.
As an MSP, being transparent is important if you want to attract new clients, keep the ones you have, and grow your business. Because when you're transparent, you build up a great level of trust and credibility — both of which are essential in forging long-lasting client relationships.
And when it comes to transparency, client reporting plays a vital role.
However, for MSPs using the Syncro customer portal, there are currently no reporting features available for you or your customers, which can be problematic for a variety of reasons.
But the good news is, CloudRadial Portal 365 does have full reporting capabilities.
And the best part? You can automate it to provide real-time insights and make it easily scalable.
These reports can include:
What's more, Portal 365 consolidates and contextualizes reports by integrating third-party data, offering a comprehensive view to facilitate strategic discussions and supporting your clients in making data-driven decisions.
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Portal 365 offers a unified experience for MSPs and their clients in one single platform.
It minimizes the need to gather information from various sources, gives clients a well-informed overview of their IT services, and allows MSPs and their clients to work together. The Syncro portal just doesn't stack up.
Plus, Portal 365 is only $95 a month.
So, what are you waiting for? Let's kick off your Portal 365 journey today so you and your clients can reap the benefits.