[17] – Interview with Jamie Warner, CEO of Invarosoft

Welcome to PSA Impact, your podcast for all things PSA, RMM, and MSP, with your hosts Rae-Ann Buccianico and Chris Tim. Learn how to get the most out of your PSA tool and manage your business by maximizing profitability and increasing efficiency within your MSP business. Let's listen in. Hi everybody and welcome to another episode of PSA Impact podcast with your hosts myself Chris Tim and my co-host Rae-Ann Buccianico. We are an independent PSA podcast designed to help MSPs all over the world on all things PSA.

You can get your questions answered by us and learn how to get the most out of your PSA tool and maximize your business by maximizing profitability and increasing efficiency within your MSP. You can get in touch with us via our social networks and we'll put links to all of these groups on the show notes. So today we have a real international affair. We've got myself in the UK. We have Rae-Ann, our normal co-host with us from the US and we have a very special guest with us today and he's all the way in Sydney, Australia.

So it's actually tomorrow for him. So obviously we're all on different time zones in different parts of the world and Rae-Ann and I are recording this on Wednesday but our guest who I'll introduce shortly is already in Thursday morning. So Rae-Ann, what's been happening over the last week or so? I'm doing great but I love time travel so I can't wait to hear what's going on tomorrow. Everything is well here.

The office is still rolling along and we're busy as ever so we're doing great. How are you doing? Good, good. All good. I mean I'd love to know what's happening tomorrow as well.

I guess then it's Doctor Who, right? No, I'm kidding. So let me introduce our very special guest who we have on the podcast today. We have Jamie Warner from Envirosoft and I'm going to let Jamie introduce himself in just a little bit and talk about what he does and then we'll fire some questions at him and hopefully get some of the answers on what his software does. So hey Jamie, how are you doing?

For those listeners who don't know you, can you just tell us a little bit about yourself and where it all started? Absolutely. Hi Chris, hi Rae-Ann. Thank you so much for having me. It's a pleasure to be here and yes, I'm pleased to say that I am in the future and we are still alive which is good although COVID is still causing us some grief in the future.

So I will keep you posted and give you some insights if you need to make special investments in companies or other strategic things you need an almanac for. But yeah, look, I'm CEO of Envirosoft and I also have an MSP that I've grown with my brother since 2000 and so it's been a long journey. We're actually celebrating our 20th anniversary this year. I was hoping to do our anniversary party this year but obviously with social distancing it would be a pretty barren party to have this year so we may have to do that next year if we can. But I can't believe it's been 20 years and so I've been living and breathing an MSP since I was 22.

It's actually been my only full-time job so I don't know what it's like to work in any other industry quite frankly. So really excited to be on the podcast today and certainly keen to kind of delve into all the areas of PSAs and ticketing and that type of thing. It is definitely a passion area for me. Awesome. Thanks for that Jamie and it's good to know that the problems still are happening tomorrow so it means we're not getting let out but I guess we'll have to wait till next week or a few weeks time.

So Jamie, you mentioned one of your businesses that you run is Envirosoft. So can you tell us a little bit more about Envirosoft? Why did you start it? Was there a need that you identified and just what is it? What's it all about and how does it work?

Absolutely. So look, the Envirosoft platform is really a new category of software called an ITSM customer experience platform. So what we've built is really the one pane of glass front end replacing support app with app spots automation. So we're really front-ending your PSA and ticketing tool. But to tell the story, it probably makes sense to go back in time a little bit since we're on that theme.

It was back in 2010 in our MSP, we'd scaled to probably about 20, 22 staff at that point in time. We're now 45, getting close to 50 as we grow. At that time, we were getting 60 to 70 tickets a day, so a lot of traffic coming through and we were really struggling around a couple of areas. One was engineer productivity. What we found was that we were getting most of our tickets over the phone and via email support app.

And the problem with support app, of course, is that you never get the right information the first time from the user because they don't actually have a structured way to give you that information. And so therefore, you're wasting a lot of admin time triaging tickets, going back and forth kind of like a ping pong match, a multi-touch sort of scenario with the user, which was causing us all sorts of grief. And certainly, from a customer experience perspective, we were really trying to deliver a great front end to the service because if you think about your MSP, you are fundamentally just a voice over the end of the phone. You're the odd engineer that turns up with a polo and perhaps more of an executive team, advisory team that meets the client on a semi-regular basis to talk about their roadmap. So there's not a lot of interaction there.

And so we were trying to figure out, well, how do we actually deliver a better experience? And so I was actually sitting in our boardroom with a quote for 2,000 mousepads, thinking to myself, really, are we at mousepads still? And I just couldn't get through my head how we would distribute 2,000 mousepads, make sure that actually get used, and not thrown away, worn out, and so on and so forth. Not everybody uses a mousepad. So that whole idea started to kind of, I really paused on wanting to actually hit the go button on that quote.

At the time, we thought, well, hang on a sec, the iPhone has just been launched a couple of years prior. Clearly, we're moving to more of an app economy. Why can't we build a digital mousepad in that sense and have an app that we could load across all the desktops and laptops that we were managing to have our brand nice and shiny? And that kind of is where the thought process started for this whole platform and product that we built internally first. We decided to build a desktop app.

It enabled us to have our brand over it, so of course, compared to a mousepad, it never gets old and tired, and it's always there, and you can update it whenever you want. And so, we started to go, okay, well, why don't we make it so that they can log a ticket and they don't have to log into this app? So we built a one-time authentication strategy, and it went from there. So we built in all these different functionalities, which I can talk about later. But ultimately, the outcome was that suddenly, by distributing this app across all the devices, the end users absolutely loved it because you've got to remember, we are fundamentally, and it was early days when we did it.

This is 2010, and it's very much the case now, is that we're an app economy. So people are used to kind of on their phones going and checking their fitness apps and Spotify and whatever else they're checking, and then they come into the office and need IT support, and they're going to email someone. So it's not exactly modern. The surprising thing was is that the end users themselves were like, oh, this is amazing. Why wouldn't you do this before?

And so, it was a hit. It was a massive hit, and it really enabled us to solve the customer experience problem and improve your CSAT scores that enabled us to increase our engineer productivity by getting the right information the first time. So we actually were saving three to five minutes a ticket, which you can do now with the platform by getting that correct information the first time. And it enabled us to reduce tickets with self-service bots that we've built. And the big one, and it was unintentional, I have to say, I wish I was smart enough to have thought of that, was being able to differentiate our services, because you've got to remember, when you're running around pitching your services, most of the tools that we all use as MSPs and the PSA tools, they're all behind-the-scenes tools.

They are fundamentally expected that you're going to have some sort of system in place to manage the client. And so, talking about that stuff is no different in terms of one MSP to the other MSP. And what we found was that anything that you can deliver on the front end of the PSA experience that the actual customer can interact with is what I like to call a purple cow. It's a book by Seth Godin. If you haven't read it, I highly recommend you read it, which is, I say it all the time, but I'll say it again, is that if you're driving past a paddock of cows and you saw a paddock of cows, it wouldn't really be that interesting.

But if you drove past one day and saw one that was purple, it's a bit of a head-turner. And so, you have to think about, when you're in a sales meeting, how do you become a head-turner in the meeting, and contextually, the fact that you're actually pitching against maybe two or one or two other MSPs for that deal. So, unintentionally, we realised that this was absolutely a purple cow. And we've been, I guess, milking that cow for the last decade. And we sign up about 40,000 to 50,000 every year, without fail, for a decade in new MRR.

And I think that's the reason why we were able to scale from sort of 3 million to now almost 9 million in revenue, because we put a good process in place. We were innovative with that front end. So, that's kind of where it all started. And about 2014, 15, we thought, why haven't the PSA tools? So, I'd be interested in your thoughts.

But they never did. They were focused on what they were good at. And that was the back-end running of your MSP, the ticketing, the accounting side. I know it's a big area for Rayanne, and the finance and billing and all those sorts of things. But they never really focused on the front end.

And so, we made the big decision, and it is a big decision to commercialise tech. And I know anyone listening to this would be like, oh, it's another MSP that's commercialised something. Well, you sort of do it out of the fact that if no one's solving this problem, and you're really passionate about the problem, then you sort of take the big leap to do this. And it's been a big journey for us, but we're really excited where it is now. And so, basically, we thought, well, let's solve this customer experience problem for MSPs.

And that's what's led us to build this ITSM customer experience platform. Awesome. That sounds really cool. So, you mentioned about PSA tools. So, both Rayanne and myself are kind of autotask people.

And I know there's some level of integration with autotask. So, I'd be interested just to know, firstly, how does it integrate with autotask? And are there any other PSA tools that it integrates with, or is it kind of just autotask? Is it just the big two? You know, just kind of talk me through that, please.

Absolutely. So, look, we have an API with autotask, ConnectWise. We're just completing Casaya BMS. We're just completing Synchro MSP and Repair Shopper. And TigerPaw is in there as well.

So, we've got, obviously, the two big ones currently working and have done for quite some time. And we also have, actually, a PSA agnostic version. So, even if you don't have a PSA and you're wanting to speak to Chris or Rayanne at some point in time about doing that, but in the short term, you can actually use our platform without a PSA. And it basically, instead of placing the ticket when someone logs a ticket through this app, instead of placing it nicely in the fields, which an API version would do, the PSA agnostic one is sending an email fundamentally with all the information that the app can collect. So, we cover all the bases.

And in terms of autotask, we've just upgraded to API version 1.6. And so, we're on the latest version. And what actually happens is, in our world, so we're basically the front end to the PSA. So, the PSA in our world, even though we're the master of what we do, the PSA is fundamentally the master of the data, right? So, what we're syncing is just the company names, the users.

So, we just take first name, last name, email address. That's the unique identifier in our platform. We synchronize across the ticket types, subtypes, and some of the ticket configuration settings. And from there, that's how we're able to use things like Active Directory harvesters to sort of match up users and auto-authenticate that one-time registration straight away. So, now, what actually happens, and you've got to think about us compared to email, is that when a person logs a ticket through the Envirosoft IT support panel app, you're getting ticket type, subtype, you get screen capture.

You can choose priority, you can choose affected user. Obviously, they can have an attachment. You can take a screenshot. It works like Snagit, so they can just select the area they want to select. And the biggest thing is that we're collecting the device diagnostic information.

So, now, suddenly, you get all this information, this huge stack of information that you ordinarily wouldn't get when that user just logs the ticket via email. And the key point here is that when every ticketing system fundamentally works with ticket types. And so, ours is very much built around ticket types. We think that's really important in terms of the way these sort of products work. And the reason is, and this is what we did in our MSP all those years ago, is that if you can get the correct ticket type data, now you're in a position of power.

You can now create your workflow rules to route and direct traffic to wherever it needs to go. And so, in our MSP, I have to say, and I'm sorry to say this, but we did actually build our own PSA. Reluctantly, I have to say, it wasn't our first choice. And the reason is because this off-the-shelf product that we built our MSP on had two things. And you can do this with Autotask and ConnectWise and these other tools with workflow rules.

And we built our whole MSP around this. And it's the concept of auto allocation and load balancing of tickets. When you get to a little bit bigger size, so it might not be completely relevant to the smaller MSPs, but once you're starting to get, you know, 40, 50, 60 tickets a day, it's a lot of tickets. It's a lot of effort. And what you want is a ticketing system to drive the behavior of the engineer, not the actual engineer themselves deciding on what they need to do.

And because we built our processes that way, when we came across the PSA tools at the time, I don't think they had some of the things we needed around this. Well, I don't think they do it straight out of the box, the auto allocation and load balancing. And that's why we reluctantly did it because a lot of MSPs have somebody triaging tickets in their business. Now, I think you can actually put those people to better use if you are a little smarter about the automation side of a ticketing system. However, if you're getting your tickets via email, you can never do that because you're basically getting gobbledygook of information that someone still has to then assign a ticket type and subtype.

So over time, this is how you can be faster at doing IT support. You stop the back and forth and clients know this. And so that's how the integration fundamentally works. And so the cool thing about it as well is that when you synchronize over with the ticket types in our platform, you can actually then hide ticket types and configure how you want them to show per client or across the board. So you do have flexibility there.

A lot of people listening might go, oh, but I haven't really put a lot of time into my ticket types. In fact, they're very internal and I'll be horrified to show those to customers. Well, you don't need to worry so much because you can start to manage that inside the platform. So does that give you a bit of an understanding of what we're trying to do? It does.

Sorry, Chris. That gives me a ton of information. And now, of course, because you've gotten into the details of it, I've got a ton of questions. Go for it. So Chris, did you want to jump in before I just bombard him?

That's okay. I was just going to say to Jamie, you were saying about ticket types. So are you referring to issue types and sub-issue types, which is what they called in order types? Yes, sorry. Yes, that's the terminology.

It is a bit tricky because each of the tools call them something slightly differently. But yes, that is correct. That's what I'm referring to. Okay, cool. Okay, so a couple of questions.

This is a separate portal that the end user has to log into in order to submit a ticket, right? Is it a desktop app that just, you know, hey, let me just click here and type in my information? Or do they have to actually log in to a separate portal? This is a desktop and mobile app. And so it's a really good question to ask straight off the bat because if you want to change behavior, and so a lot of people go, oh, you know, I've tried using the RMM agent and no one ever uses it.

Well, that's partly because the design of it is not great and it's not branded. So it can be confusing to an end user. But fundamentally, if you want to change user behavior, it actually has to be a desktop and mobile app. And the reason is, can you imagine trying to distribute a browser URL bookmark across thousands or hundreds of devices you're managing and expect people to find that link and then when they get that to that link, actually log in? And so that is the reason why the PSA portals never really get used.

If you ask any MSP what percentage of tickets actually come in via email, phone and the PSA portal, which is sort of the three methods they have without something like this, the use of the portal would be extremely low, if not zero. And I actually think it's a behavioral problem we're solving here. This is not a technical problem we're solving. We're solving a behavioral problem to make it easy. So it is an app.

And with the one-time registration, it means that they are out of the box. The reason why it's called IT Support Panel is because it's an IT button. Our research has shown categorically that an IT button gets the highest utilization. It's because no matter how much we love our own brands, they actually just still call us the IT guys. And so therefore, IT is something they can remember.

Just go to the IT button. We do have a white label version, so you can have whatever icon you want. So we just get your ICO files and configure that into your portal. So you can do that if you've already trained your customers on your own icons and not a problem there. But it really comes down to building something where they don't have to log in.

They click the icon, the app is open, they click Log Ticket, and they're away. And that is how you get the high utilization of it. And interestingly, we're even going a step further where we're building automated training bots into our app. So we want to turn our app into this living, breathing ecosystem for the user. So effectively, when it's deployed that first time, little bots pop up.

So basically, pop-up windows that train the user, guide them to training pages that we have a documentation. It's not an IT glue equivalent. It's just a way of creating articles in a branded portal. So you have your training article there that's linked off that training bot, and you can send reminders to the user. So it's all about making it super easy, and so therefore, it is a desktop app and mobile app.

So, okay, so they log the ticket, and it comes in, and now we have an integration with Autotask. In comes the ticket into Autotask, and we've got the workflow rules all set up, and we automate, you know, the workflow of the ticket, right? It goes off to the tech, the tech works on it, and then types a response. Does it feed it back? Is it a two-way street?

Or is it just a one-way where the end user logs the ticket, but they still have to go into the client portal to see the updates? It's a great question. So once you log the ticket, the PSA takes over, but we also have a two-way ticket view portal. So we basically have a user ticket portal. So in the app, they just click the – you can label it whatever you want.

So they can click the My Tickets button. When they click that, it synchronizes with Autotask and downloads their ticket. So they have the ability to see off the app their tickets within a click and within a few seconds, and they can comment, edit, and close their tickets, and they see all the updates. So if the engineer on the other end is sending updates, then those updates come through to that ticket portal. Obviously, the PSA is set up to send email notifications when there's an update anyway, but it just means that there's a one-click access.

Again, no login to see their tickets, edit their tickets. And the cool thing is that we actually have a manager setting so that the manager of – so the main contact of one of your clients, of an MSP's client, can actually be set just through a tick box so they see all the company's tickets in their ticket portal. So does that answer your question? Yeah, it does. And what's the price point for something like this?

Look, we sell it in – it's, I guess, similar to an RMM tool in the way that it works in the sense of it's an agent that gets deployed. So therefore, we do packs of agents. So we do 250 agents, 500 agents, 1,000 agents, et cetera. And it starts with 250 agents with the sort of base product set of IT support panel at $0.60, and then it can go right down from there based on volume. So it's really, really affordable.

If you think about RMM tools that are at least $1, $2 per agent per month, this is quite low. So I think it drops from $0.60 down to $0.40, and then – so it gets quite low. So it's very affordable for what it can do. And, yeah, so – So the initial buy-in is $150 per month for the first 250 agents. Is that Australian or U.S. dollars?

That's U.S. dollars. So our infrastructure is actually hosted in the U.S. at the moment, and that's the primary market that has invested in the platform has been the U.S., probably just because of the size of the market. So, yeah, that's how that works. That's some interesting stuff. I would like to see that.

And so if somebody wanted to see a demo of it, how could they find you? So they just need to go to Invarosoft, I-N-V-A-R-O-S-O-F-T.com, and you'll see all the information there. You can see the videos and training. And what I recommend is that if you're interested in front-ending your PSA with this approach, then you sign up for a free trial. So you can actually just trial the software for 30 days.

You get all the features. And as part of that trial, we'll actually go through a full demo with you. Really, we just want to find out what problem you're trying to solve. And really, when you're looking at this, it's like, are you trying to improve customer experience? Are you trying to get the correct information the first time?

So you don't have to stop that back and forth. Are you trying to reduce tickets, which our bots can help you with? And are you trying to differentiate yourselves in the market? So those are the reasons you would actually invest in our platform. And certainly, by being able to do a free trial, you can really get your head on how that works.

But the future of where we're going with this is pretty exciting. I mean, the base functionality of being able to log tickets is just one thing. But you've got ticket portals. You've got approvals. You've got sentiment analysis.

You've got self-service bots, smart engineer bots. And coming down the line, we actually have updated diagnostics information. We've got outbound chat, soon to be followed by inbound chat. The chat's going to be super cool because you'll be able to collaborate and work with other people in a chat session. So if you're in a chat session, you'll be able to bring in another engineer and go, actually, can you help me with this, and chat with the person.

Same on the flip side, where the user will be able to go, oh, actually, yeah, I'm just going to invite this other person in. And so that will all be integrated in. We're going to have an engineer app, so kind of like a control panel for the engineer, so they have quick access to send push notifications, which we also have in the platform, branded push notifications. They'll be able to do the chat from that window and have multiple chats open in there. So it's going to be a great toolkit.

And one of the coolest features, super excited by this, first in the market, I think, as an MSP-based tool, is caller ID verification. So one of the big bugbears of MSPs is that people call up and you're like, they'll ask for a password reset or can I have access to this mailbox or something, and you don't know who they are. So now imagine you're sitting there with your little engineer app, and you're able to just go, okay, look, it's kind of like Duo. So if anyone listening is using Duo, it's the same sort of thing. And you're able to push a code to the actual app itself.

The user can then go, boop, and confirm it's them all through your engineer app. And fundamentally, once you have confirmed that, you then can use the outbound chat to send the password that, you know, you don't want to email passwords and so on and so forth. So if you need to send it to them, you can use the outbound chat to do that all secure. So these sorts of things are coming, and we're actually building a like-for-like. We're absolutely going to have the same functionality as the CSAT MPS tools that are out there.

So you'll be able to come on board with us and save a bit of money there in that regard. And the added benefit of our efforts there will be you'll be able to send those CSAT and MPS surveys in push notifications. And so the whole idea is to get a higher response rate. We all know what emails are. You send something out, you get like a 15% to 20% response rate.

So imagine a push notification popping up on their screen. It's the same amount of effort to click the X button as it is to actually click a smiley face. And so we're really excited to be bringing that out as well. So we're going to have SMS alerting. And other cool thing we're building is a couple of other things is we're really going deep with our web forms.

So being able to get onboarding forms, all fully branded, all logging. And this is where it comes in with the PSA. So we'll be able to create forms. It's almost finished. And those forms will log it in as a ticket if you want to or send you an email.

The web forms, are they secure? Yes. So that's going through using the API straight through to the PSA. So we have already have ticket forms in our product. So if someone goes to log a ticket for a new user request, you can pop up a form straight away.

And they actually have to fill that form in before they can log the ticket. So you're guaranteed to get the data. What I'm talking about on top of our ticket forms is web forms. So any scenario where you're like, oh, I just need to have a separate full-on client onboarding form. You could just email them the URL and do that.

And one of the cool things we'll be working on by the end of Q3 will be conditional forms. I don't think anyone's done it. So basically, imagine being able to create a form where if they select this, then show these questions. So it's going to be a bit of a beast, but we're going to get stuck into that. So that'll be a replacement for Wufoo and Adobe Forms.

And the other thing that we'll be building is a customizable manager portal. So the way our product works is that you can kind of create button collections in the app. So, and you can have a default button collection that people click that has like the log ticket, ticket view. And we have SSO buttons that go to WisePay and Connect Booster that auto-authenticate users into those portals. So you've got to think about what we're building here is this one place, one destination the user goes and it's one click to get to everything.

But you can create button collections per client, per user. You can do appearances per user, per client, whatever you want to do. So it's very granular. And now imagine being able to create a manager portal. So like an actual client portal with a menu bar that you can create by just creating these menus.

So whatever you've decided as a default, they'll be there in the portal. And you can have, use the articles that we create as kind of mini web pages for each of the pages. So it's kind of like building your own client portal there. So if you want to show network diagrams and you've got, you know, links to sort of secure, like if you're using IT Glue and you've got My Glue, then you could link that network diagram there and have it all there. So we're trying to take the darkness away, but give the customer information that they actually care about.

There's a lot of tools out there that, and fair enough, they're building some great tech that is around, you know, the virtual CIO and account management. But as an MSP owner, I have to say, the main context can't really be bothered going there that often. So if you're going to build a little portal, it just has to have stuff in there like tickets and approvals and maybe a network diagram and information that they're actually going to look at at a semi-regular basis. But you'll have that flexibility to build all of that. So with where we're going with it, with the outbound chat and caller ID verification and also a customer experience bot.

So imagine being able to have a pop-up that pops up at your customer just to check in on a quarterly basis, just maybe with the one, the main contact to cut through the noise of email, have your face of an account manager and actually go, hey, just checking in. Do you need a hand with anything? Can I help? And you can sort of schedule those as well. So I'm just, sorry, I just went on a diatribe to explain the sort of the vision of where we're going with this platform.

And it very much is a lot of people in the early days would go, I can do this with the RMM tools. Like, no, you can't. Like, this is a full on customer experience platform that is really, when we build stuff, we want to tick two things. We want to either deliver an awesome customer experience or it has to be an improvement of your engineers productivity. So, you know, getting the right information, having a tool that enables you to verify users and have chat sessions and outbound chat sessions and a branded session, that these are the things that on a day to day basis really can come in handy.

So hopefully that gives you a bit of a sense now of what we do. Well, I could totally hear the passion in your voice on what you're doing. So, yeah, I mean, wow, this tool is amazing. And I mean, I've actually, I've had a look at this tool. So, you know, what I'm seeing is absolutely incredible with what Envirosoft can do.

I just actually had another question, Jamie, if I may. So you were talking about it being a kind of desktop app, right? So in terms of people deploying that out to their clients, is it something that's easy to deploy via an RMM tool or do you kind of have your own deployment engine in it? How does that kind of work? Look, it's quite easy.

It's really just an MSI file XE. So this is one of the benefits of the product. It's the one file and all the configuration is done in our portal. And what you do is you deploy it with your RMM tool bundled up with a client activation code. So effectively, each client when they port over into our platform is given a client activation code.

And that is how we know who they are. And that's where you can then, once you do that allocation, you can start to do this customization at that per client, per user level. So it's super easy to do that. And we're giving you the scripts to enable to execute that. And in terms of authenticating the user, you've got a few options.

The first option is actually when they log their first ticket. So once you deploy this, the app is ready to go. They can actually use it. But when they go to log their first ticket, in that scenario of the user not being authenticated, they'll just be asked for their first name, last name, email address. So you can just get this out the door.

When they go to log that first ticket, they'll get an email just to confirm their identity. And once that's done, it's done. If you want to do it all in the back end without actually having the user involved anyway, then you can use our AD harvesters. We're going to be bringing out Azure AD, Office 365 sync as well. You can go into the portal and just assign agents.

So if you had a 20-seat business, you could just go assign, assign, assign, assign, assign to the users in the portal, and it's done. And the user will never know. So we've got about four or five methodologies that you can use to authenticate the users. But conceptually, imagine a scenario where you deploy with your RMM. It's on the desktop.

They can authenticate themselves through logging the first ticket. The training bot pops up to say, hey, welcome to our new app. It links them to a training page in our portal. And they're away and they're getting trained. And so that's where we're really focusing hard on utilization.

It's an effort to do this. We want to make sure that you get that utilization because that's how you get the maximum benefit of the productivity piece. So we get, obviously, as the ones that built it and invented it in the early days, is we get 130 tickets a day in our MSB on average, 130. Think about that. I know it's not ginormous compared to enterprise, but in SMB, it's a lot of work.

And 50% to 60% of that comes through the app every day, every day, because they know about it, it's easy to use, and it gives us the right information. So, yeah, really easy to get out the door. And what we do is, of course, you've got a whole lot of options around training and onboarding and consulting around getting this in place. So we're there to hold your hand through that whole process. We kind of just conceptually think you've got deployment, you've got setup of portal, and then you've got training of the user.

So if training is a tick with bots, and we've got templated emails with main contacts, and if deployment is easy with the RMM, then setting up the portal is something that we help with as well. So pretty simple to get going and really wow your customers in a short period of time. Okay, I promise. Last question. In the current climate, you know, we've got a number of people, everybody's working from home.

It's not as if everybody's, you know, going into work and, you know, working in one place. Do you see any challenges in being able to either deploy or support those remote end users, you know, using your tool in the current climate? Yeah, it's a really good question. A lot of MSPs, us included, have basically set up solutions for remote work. For anyone that you didn't have an RDS server, set up terminal services or Citrix, et cetera, then remoting into their desktop at work was kind of like the main solution to that.

So the infrastructure that they had is still being used, and therefore being able to deploy any of this tech onto that is still relevant. But if you want to deploy it onto any sort of device, you can do that. I don't think it's a big drama. If anything, this is the sort of thing that you'd kind of need in this environment. Like, you need to show your visible value.

And so I think if the question centered around the fact that you've got all these BYOD devices of home, you know, of personal devices, then that's a decision of the MSP and what they want to do. But they'd have to make that decision on their RMM tool as well. Like, do you want to put your RMM on all those devices as well? So we would just fall into the same bucket of what your stack is in terms of deployment to an end user. But I mean, I had one of our partners in New York was telling me yesterday that they're really, their clients are really loving the fact, even more so now that they've got that connection to them as an IT provider through the app and being able to contact them through that methodology is working really well.

So I think in times like this, it's even more important to show visible value. It's why we sort of recommend to our clients, have a COVID-19 button on the app. Link that button to a status page about COVID-19. You know, use push notifications to just let them know, hey, I'm here if you need a hand and these types of things. Like, customer experience in a distributed workforce scenario where, again, an engineer turning up, even that falls off.

Like, where are they going to turn up? I mean, if everybody's working from home, you've lost your engineer visibility. Your roadmap stuff all suddenly becomes over Teams and Zoom and all these sorts of things. And so anything you can do to show visible value, in my view, is going to be critical for quite some time. I mean, COVID-19 is, until we have a vaccine, this thing's going to drag on for quite some time.

So probably a good time to think about your customer experience. It's a category that obviously is new and we're trying to really tell people about how important this is. It's something that's been missed. Everybody really focuses on the backend tools. That's it.

They just always focus on the backend tools. You know, the countless discussions you see in Reddit everywhere, it's always what RMM, what PSO, what documentation? They're all backend for the most part. But what about the customer that actually pays you the money? What are you giving them to show your awesomeness, basically?

I honestly think it's the reason why in tough times, in good times, the ones that focus on customer experience really understand that it's the customer that's buying, make them feel awesome about it. It's probably why we've been able to scale without any acquisition, our MSB, because we've just been plodding along. We don't do anything amazingly different in terms of our service, I guess, other than this type of technology. But these are the sort of things you've got to consider through COVID and understand that this thing is going to last for a long time. And maybe we're already seeing the sort of futurists saying that this could be the inflection point for a new way that we all work.

You know, I mean, maybe they never go back to 100% all the time in the office. Maybe it's a bit of a hybrid and suddenly you do have people working from home all the time. So anyway, I could go on about that, but hopefully that gives you an insight into what my thoughts are in COVID scenario. Wow, what a cool product, Jamie. And I'm sure most of our listeners probably by now have already tried to look you up or they're trying to figure out a way to get their hands on this.

I know you mentioned earlier on about getting to the website and looking at a trial. But if anyone wants to hear more about it or they want to contact you directly, how would they do that? As I say, so envirosoft.com, I-N-V-A-R-O-S-O-F-T dot com. I kind of wish I'd picked a name that was probably easier to spell, quite frankly. You could spell that one a million different ways, but I-N-V-A-R-O-S-O-F-T dot com.

All the information is there. As I say, you can sign up for a free trial. You could have an app loaded on your device within minutes of doing that and you can start to see what we're talking about. And again, we would get on the phone with you and actually just to understand what your requirements are and then try and match up our product with solving that problem. Excellent.

Well, that was a really interesting conversation, a really interesting product. So really, there's only one thing left for me to say, Rayanne, and that is your PSA is the key to your MSP success. So go out and make an impact on your world today and be safe, be healthy and stay sane. Thank you for joining us today on PSA Impact. We hope you've learned something and that you'll join us next time when we answer new questions posed by our listeners.