CRM for IT Services & MSPs
IT services companies and managed service providers (MSPs) operate in a world of tickets, service level agreements, contracts, and technical assets. You need to track not just client relationships but the infrastructure you manage, the contracts that define your obligations, and the tickets that measure your performance.
Configuration recipe. This page is a guide to configuring HARi for an MSP or IT services business. It is not a one-click install — the entities, fields and workflows below are ones you build on top of the core CRM solution.
IT services CRM challenges
Section titled “IT services CRM challenges”- Ticket management — tracking incidents, requests, and problems across multiple clients with different SLAs
- Contract complexity — each client has different service levels, coverage hours, and included services
- Asset tracking — knowing what hardware and software you manage for each client
- SLA compliance — meeting response and resolution times is contractually required, and breaches have consequences
How HARi handles this
Section titled “How HARi handles this”The CRM solution gives you Companies and Contacts. Add Contract, Ticket, and Asset entities in Settings > Schema, and use Workflows to enforce SLA timers, escalations, and renewal reminders.
Entities and fields to set up
Section titled “Entities and fields to set up”- Clients (Companies) — contract type, SLA tier, primary technical contact, monthly recurring revenue, renewal date
- Contacts — role (IT Manager, End User, Executive), authorized for ticket submission flag
- Contracts — linked to Client, type (Break-Fix / Managed Services / Project), start/end dates, SLA tier, included hours, monthly fee
- Tickets — linked to Client and Contract, category (Incident / Request / Problem / Change), priority (P1-P4), assigned technician, SLA response deadline, SLA resolution deadline, status
- Assets — linked to Client, type (Server / Workstation / Network Device / Software License), serial number, warranty expiry, location, status
SLA tiers
Section titled “SLA tiers”| Tier | Response time | Resolution target |
|---|---|---|
| Platinum | 15 minutes | 2 hours |
| Gold | 1 hour | 4 hours |
| Silver | 4 hours | 8 hours |
| Bronze | 8 hours | 24 hours |
Suggested workflows
Section titled “Suggested workflows”Configure these in Settings > Workflows:
- Ticket SLA timer — when a ticket is created, calculate response and resolution deadlines based on the client’s SLA tier
- Escalation — if response SLA is about to breach (75% of time elapsed), escalate to the team lead
- Resolution breach alert — if resolution SLA is breached, notify the account manager and service director
- Contract renewal — 60 days before contract expiry, create a renewal opportunity and alert the account manager
- Asset warranty expiry — 30 days before warranty expires, create a task to discuss renewal or replacement with the client
Key dashboard widgets
Section titled “Key dashboard widgets”- Open tickets by priority
- SLA compliance rate (this month)
- Tickets by client (top 10)
- Contract renewal calendar
- Assets approaching warranty expiry
Get started
Section titled “Get started”- Sign up for a free HARi account and install the CRM solution from Settings > Solutions.
- In Settings > Schema, add Contract, Ticket, and Asset entities with the fields above.
- Configure the suggested workflows in Settings > Workflows to enforce SLA timers and escalations.
- Build an MSP dashboard from Dashboards with the suggested widgets.