Know who you are supporting.
Keep organisations, accounts, contacts, locations and agreements together. Use the customer context when handling service work instead of rebuilding it in each conversation.
CRM and service management for MSPs
Keep your customers and your service work in view.
Bring customer records, casework, logged time and reporting together in ProactivePSA. Connect Microsoft 365 workflows where configured, and see which capabilities are core, opt-in or Beta before you commit.
One customer context, connected to the work
A service conversation is easier to pick up when the customer record, the case history and the work already logged are close at hand. ProactivePSA brings those records into one platform, with queues and reports that help your team follow the work.
Follow the case through the service desk.
Organise cases by queue, status, priority and department. Keep workflows, checklists, activity history and related cases with the work.
Record time against real work.
Log time on cases and opportunities, with charge types and rates. Timesheets show the work recorded; Finance and billing workflows are separately labelled Beta.
Ask useful questions of your data.
Build views with the visual report builder and report assistant, use dashboards, and export or share read-only reports. Scheduled delivery depends on the required setup and delivery configuration.
Bring Microsoft 365 into the workflow
Configured connections support mail, calendar and directory workflows, with licence and device visibility and Microsoft partner customer discovery in the product. Availability depends on permissions, configuration and user access. Email-to-case and Outlook colour-category behaviours are per-mailbox options, not promises that every organisation is connected automatically.
Be clear about what is ready
The core platform covers CRM, casework, time logging and reporting. Finance, specified sales and outreach areas, service-management/licensing views and assets carry Beta boundaries. Access can differ by user.
The report catalogue contains 26 template definitions and is labelled Beta in the product documentation, although it is not behind the user Beta switch. Templates still depend on suitable tenant data and setup. SLA views describe recorded response/resolution information; a working SLA deadline/breach engine is not included in this build.
Start with the work you need to manage
Show us how customer requests arrive, how your team handles a case and how you review the time recorded. That gives us a useful basis for discussing ProactivePSA's fit and the areas that need a closer look.