Your clients' messages.
Your team's next step.
Luke F.
Northwind Dental
- 00:00
Bob K., Northwind Dental
+1 (415) 555 ••••7823, ConnectWise #3421
- 00:18
+2 stepsResolved in 4 minutes.
Bring text and photo messages into your PSA (professional services automation) with MSP Process, with every reply saved to the ticket. SMS gets a 98% open rate, with clients responding 9× faster than email while your team's personal numbers stay personal.
- SMS open rate
- 98%
- Client responses compared with email
- 9×
- Personal numbers exposed
- 0
READY TO PUT TO WORK
Less waiting for replies.
More time for support.
The average client response takes 3 days by email and 3 minutes by SMS, helping your team move requests forward. Bring approvals, confirmations and status updates into the same conversation, so your clients can reply where they're already looking.
Business messages, personal numbers protected
Every text and photo message passes through your PSA on your business number, keeping personal phones out of client conversations.
- Your team's business messaging number
- Incoming and outgoing ticket messages
- Personal numbers kept off tickets
Photos alongside the conversation
Your clients send photos through MMS, giving your technicians a view of error screens, paper jams or panel labels without a site visit.
- Photos of client error screens
- Printer jams and blinking lights
- Panel labels alongside ticket messages
Client details, collected automatically
Branded opt-in forms collect your clients' mobile numbers and sync them automatically, keeping your PSA contacts current with less manual cleanup.
- Opt-in forms with your branding
- Mobile numbers from your clients
- Automatic updates to PSA contacts
Templates for everyday replies
Your team can use ready-made templates for updates, confirmations and follow-ups, keeping replies consistent with your brand even from mobile.
- Status updates and appointment confirmations
- Resolution notices and client follow-ups
- Branded replies from mobile devices
Shared codes, within reach
Your clients' multifactor authentication codes arrive in Teams or MSP Process, giving your technicians a shared place to find them.
- Client codes in Teams channels
- Shared access inside MSP Process
- Client codes outside shared inboxes
Everyday requests, handled together
Your team can handle password reset requests, account unlocks and sensitive data sharing through the same text conversation with your client.
- Password reset requests from clients
- Account unlock requests by text
- Sensitive data sharing with clients
HOW IT WORKS
A message comes in.
The work moves forward.
Your client's message follows a five-step process, from matching their contact details to saving the conversation in your team's ticket.
A client texts
Your client texts your business number and can include a photo to show your team what needs attention.
The contact matches
We match your client's phone number against your PSA contact list, connecting the message to a known contact.
The ticket updates
We open or update a ticket in ConnectWise / HaloPSA / Autotask, with the category and priority tagged automatically.
Your technician replies
Your technician replies from your PSA or MSP Process, and your client receives the response in the same text conversation.
The conversation stays
We save the full conversation and MMS attachments to the ticket, ready for your team's billing, audit or handoff.
KEEP CLIENTS IN THE LOOP
Keep your clients informed.
Keep the work moving.
MSP Process sends automatic text updates when a ticket is created, assigned or resolved, keeping your clients informed as your team works.
Your request is received
"Hi Sarah, we've received your request (#4821) and a tech is reviewing it. Expected response within 2 hours."
- Confirmation of your client's request
- Ticket reference in the message
- Expected timing for a response
Your technician is assigned
"Your ticket has been assigned to Mike Wilson. He'll be in touch shortly to assist with your printer issue."
- Your assigned technician's full name
- Context about your client's issue
- Notice of the next contact
Your ticket is resolved
"Ticket #4821 has been resolved. Please let us know if you have any further issues, we're always here!"
- Resolution notice with ticket reference
- Invitation to report further issues
- Follow-up through the same conversation
BRING IT TOGETHER
Your existing tools.
Your conversations, connected.
Your clients' texts open or update tickets in your PSA, and your team's replies return to the same conversation. We save MMS attachments alongside the messages, so your team can pick up the request with its context.
We'll help you get set up.
WHAT YOU GAIN
Messages clients open.
Replies that move work.
- 98%
- SMS open rate
- Vs ~22% for email, industry-wide benchmark
- 9×
- Faster client response
- 3 min via SMS vs 3 days via email
- 61%
- Less traffic to technicians' personal phones
- Personal numbers stay personal, clients use the business line
- 100%
- Messages logged to your PSA
- Inbound, outbound, MMS, all attached to the ticket
FROM YOUR PEERS
Part of their day.
In their own words.
Hunter Thevis
Patrick and his team have been where we are and know the challenges of supporting thousands of users across the country. They know that to achieve world-class SLAs, you have to meet your customers where they are. In this case, it's on their mobile. MSP Process makes it seamless to integrate SMS with our PSA. Great tool. HT COO · S1 Technology
Jeff Wilder
We leverage the tool daily not only to validate users for support, but also to communicate with clients who prefer SMS over email or phone. The tool replaced our email-encryption sub for sharing sensitive information. The MSP Process team has been responsive to all our questions and provided outstanding support, I can't recommend them enough. JW President · Century Group
LET'S PUT IT TO WORK
Bring your everyday requests.
See messaging at work.
Book a demo to explore how a representative PSA handles a sample text conversation. We'll discuss A2P 10DLC compliance and show verification through Authenticator or Duo push before a password reset, account unlock or sensitive data send.
Walkthrough
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