PSA Virtual Administration - What's Included?

Definition: Our Virtual Administration Service provides unlimited support and administration for a fixed monthly fee (pricing will depend on number of users). Ideally, clients who do not have an in-house PSA Administrator would benefit from the additonal capcaity of outsourcing administrative duties to our team, or leverage our expert consultants as a resource for questions and guidance.
 
Goal: This service is designed to support and manage a client’s existing PSA environment and processes, so they can grow and scale with efficiency for the long term - without having to worry about training or managing a systems expert. This service is ideal for companies on the M&A track, or larger groups where one configuration can effect many departments.
 
How To Get Started: Once you purchase an agreement with SPG, your assigned POC can start submitting requests right away. To get started with support questions or administrative requessts, please submit a ticket by emailing our team directly at support@sierrapacificgroup.com, or create a support ticket in your portal.

 

Deliverables:
  • 72-hour response time (during business hours)
  • Ability to work 1:1 with expert consultants
  • 12 Month/Month-to-month terms
  • Proactive weekly/bi-weekly/monthly meetings
  • Access to our Best Practices Library for 2 users

ConnectWise Manage/Sell

Services Included in Stand Alone Service

Finance Structure Management

In our regular sessions, our team will make recommendations on changes or adjustments to the finance structre of your PSA as the business grows/changes. In-between sessions, you can submit support questions or make admin requests.

Support Questions: 

  • Questions about how to set up core settings, why some settings aren’t working correctly, or how to set up routing  
  • Questions about what downstream affects changing work roles/work types will have on your business 
  • Questions about GL mapping
  • Questions about agreements
  • Questions about product integrations
  • Questions about expenses, invoices, procurement, opps, sales orders, timesheets

*Example questions: 

"How should I set up my company structure?"

"Why is the financial dashboard not showing [X] information?"

"How do I set up invoice routing for the approval process?"

 

Admin Requests: 

  • Executing on year-end procedures, including time and expense period set up
  • Create, modify, remove and adjust milage and reimbursement rates
  • Create, modify, remove and adjust holiday set up tables
  • Create, modify, remove and adjust work roles and work types
  • Create, modify, remove and adjust GL mapping 

*Example Requests: 

"Please execute on our year end procedures" 

"Please add the following GL codes [XYZ]"

 

Service Structure Management

In our regular sessions, our team will make recommendations on changes or adjustments to thes service delivery processes in place as the business grows/changes. In-between sessions, you can submit support questions or make admin requests.

Support Questions: 

  • Questions about what security roles are important  
  • Questions about SLA functions and how they work
  • Questions about the project module 
  • Questions about service boards/reports
  • Questions about project boards/reports 

*Example questions:  

"This workflow rule is setup but not doing what is expected - can you help me understand why?"

"Why did this workflow rule do [this]?"

"Why this function/feature is not working as I expect it to"

"I'm inputing the correct information, but I am not seeing accurate reporting - can you help me understand why?"

 

Admin Requests: 

  • Create, modify, remove and adjust new members and security roles
  • Create, modify, remove and adjust service boards  
  • Create, modify, remove and adjust current set of SLAs
  • Create, modify, remove and adjust project tickets/boards
  • Create, modify, remove and adjust 

*Example Requests: 

"Please add this new memeber with the security role profile of [X]"

"Please make the following [X] changes to my service boards"

"Please make the following [X] changes to my SLAs"

 

Finance, Accounting & Procurement 

In our regular sessions, our team will make recommendations on changes or adjustments to the finance, accounting, and procurement processes in place as the business grows/changes. In-between sessions, you can submit support questions or make admin requests.

Support Questions:

  • Questions about invoice process
  • Question about procurement process
  • Questions about inventory best practices 
  • Questions about expense/payment types
  • Questions about GL mappings
  • Questions about sales to finance hand-off process

*Example questions:  

Is the revenue [X] from this invoice hitting the appropraite GL/COA?"

"Are my product costs flowing to the right COA?"
"Why aren't my costs matching revenue for particular inventory items?"

"How do I properly convert my sales orders to the correct service type?"

 

Admin Requests:

  • Create, modify, remove and adjust invoice set up tables, routing and process as company grows/changes
  • Create, modify, remove and adjust procurement set up tables, inventory set up, and procurement best practices 
  • Create, modify, remove and adjust sales to services hand-off processes
  • Create, modify, remove and adjustaccounting integration (QBD or QBO)

*Example Requests: 

"Please set up my invoice tables with this structure [X]"

"Please make [X] change to my hand-off process"

"Please map these custom feilds [XYZ] between CWM and QBO"

 

Sales Process Management 

Support Questions:

  • Provide feedback on opportunity compliance
  • Questions about CWM to CWS integration or mapping
  • Questions about opportunity management 

*Example questions:  

"I can't find my opportunity in CW Sell. Where did I go wrong in my process?"

"How can I create a two way sync between my CRM and PSA"

"What pipeline stages should I be using?"

"What's my forecast for cloasing deals this month?"

 

Admin Requests:

  • Create, modify, remove and adjust opportunity types
  • Create, modify, remove and adjust sales stages
  • Create, modify, remove and adjust opportunity statuses
  • Create, modify, remove and adjust sales orders
  • Create, modify, remove and adjust to CWM to CWS integration 
  • Create, modify, remove and adjust to your CRM Integration
  • Create, modify, remove and adjust Sell configurations (tab settings, template set-up)

*Example Requests: 

"Can you update my opportunity types to match my sales offering of [X]"

"Can you configure sell to collect the one time onboarding fee only"