Autotask Implementation - Professional Services Automation

Objective

The goal was to replace an outdated ticketing system with a new platform that would enhance collaboration across teams, automate time recording and billing, and provide management with detailed insights into costs, profits, and overall efficiency. Additionally, the system aimed to integrate with Navision to capture invoicing and costs more effectively, ensuring that contracts were invoiced accurately.

Approach

The project was broken down into phases, starting with setting up individual modules in a test environment. Customers and contracts were added to the system, and the rollout was conducted gradually, team by team. Given the system was inherited from an acquired company, managing internal change was crucial, requiring effective communication and securing buy-in from all stakeholders. The system was thoroughly tested, and comprehensive training was delivered to ensure successful adoption. Integration with Navision was planned to ensure seamless invoicing and accurate cost capture.

Outcomes

The implementation of Autotask helped streamline time recording and automated the charging process to relevant contracts. This reduced manual work and provided management with improved visibility into costs, profitability, and resource allocation. The new system enabled teams to record time more accurately, preventing lost hours and improving overall efficiency. The planned integration with Navision further enhanced the accuracy of invoicing and cost tracking, ensuring that contracts were billed properly.

Additionally, the system's features allowed for managing larger projects more effectively by providing the necessary tools for detailed project tracking and management and task assignments. The integration of holiday and calendar functionalities further benefited the organization by enabling better resource planning and scheduling, ensuring that project timelines were realistic and well-managed. Reporting features added further insights into profitability and revenue.

Skills Utilized

• Project Planning and Execution: Overseeing the phased implementation of the new platform, including module setup and gradual rollout.
• Stakeholder Engagement: Securing buy-in from stakeholders and managing internal change due to the system inheritance from an acquired company.
• Change Management: Guiding the organization through the transition to the new system and ensuring smooth adoption.
• Training Management: Coordinating and delivering comprehensive training to ensure that users can effectively utilize the new system.
• Communication: Maintaining clear and effective communication with all stakeholders throughout the project.
• System Integration Oversight: Managing the integration of the new platform with Navision for accurate invoicing and cost tracking.
• Resource Planning: Utilizing system features, such as holiday and calendar functionalities, to enhance resource planning and project scheduling.
• Quality Assurance: Ensuring that the system was thoroughly tested and met quality standards before full deployment.
• Change Control: Managing the impact of system changes on current processes and ensuring minimal disruption.
• Problem Solving: Addressing any issues that arose during the implementation to keep the project on track.
• Reporting and Analysis: Using reporting features to provide management with insights into costs, profitability, and efficiency.
• Solution Configuration and Alignment: Setting up and configuring the system to accurately reflect and address the specific needs and requirements of the business.