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ConnectWise PSA suite gains customer monitoring, prospecting tools

Client Heartbeat, a customer monitoring tool, and Klpz, for telephone prospecting, are being added to the ConnectWise PSA portfolio.

Client Heartbeat, a customer satisfaction monitoring tool, and Klpz telephone prospecting and sales tools are the latest additions to the ConnectWise professional services automation portfolio of partner software offerings designed for IT service providers, value-added resellers, independent software vendors and managed service providers.

Client Heartbeat -- developed by Australian Web-based startup Client Heartbeat Pty Ltd. -- and Contact Science's Klpz fully integrate with the ConnectWise PSA (professional services automation) suite of business automation and IT integration tools.

Using business intelligence, Client Heartbeat sends periodic automated surveys to MSPs' clients at specified intervals, including follow-up reminder notices to clients to submit their responses, then analyzes the data and compares it with data received from others in the industry.

Presented in a dashboard format on a Client Heartbeat portal, partners can monitor and manage survey results and information, and use it to take action, according to Gordon Tan, founder of Client Heartbeat.

The customer satisfaction monitoring tools sync with ConnectWise client data and allow partners to receive alerts for "at risk" customers.

Tan said he conceived the product about six years ago to support his own MSP business and meet the challenges he faced getting regular customer feedback. He rewrote the market intelligence software from scratch last year, extending its functionality to include social sharing and an awards program to help partners retain and generate new business, he said.

While the target market for Client Heartbeat is MSPs, it supports the gamut of partner businesses with a regular clientele, including cloud service providers, MSPs, system integrators and VARs, according to Tan.

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Product pricing is based on a monthly subscription fee ranging between $25 and $85 per month, depending on the size of the business.

With the recent integration of Klpz telephone prospecting and sales tools with the ConnectWise PSA suite, partners can have their leads flow directly into Klpz. Qualified leads can then be synched into ConnectWise to enable further follow-up.

The product, according to the company, offers a predesigned set of steps that represent best practices for setting initial appointments and capturing prospecting metrics, performance measurement and accountability.

The tool offers ConnectWise partners a Web-based course on how to implement the company's three-step approach -- design, implement and manage -- for creating a customized prospecting program. Contact Science also offers a variety of documentation, instructions, videos and training components for customers.

The first step of the program is offered free to ConnectWise customers. Pricing for steps two and three is based on one-time and reoccurring monthly fees according to callers per month.

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