Autotask Corporation provides innovative, Web-based business management software designed to help technology solution providers automate and manage people, projects, and processes more efficiently. It now is marketing its upgraded software suite to the growing VoIP service provider community. By its nature — in that it is growing at such a rapid pace — it is hardly unimaginable that service providers would look for such a solution to help handle the climbing number of services, customers using those services, and the number of incoming service-related calls.

A recent study conducted by Infonetics Research and CompTIA predicted that VoIP adoption among small businesses will triple by 2010 in North America. “The IT service providers, Value Added Resellers (VARs), and system integrators that we serve are experiencing a big surge in the demand to deploy and maintain VoIP technologies.  We are ready to help VARs and integrators seize the opportunity,” said Bob Vogel, chief marketing officer, Autotask Corporation.

An Autotask poll earlier this year indicated that about 44 percent of respondents said they were actively supporting VoIP services, effectively validating the company’s choice to adapt its software to the specific needs of VoIP providers.

VoIP VARs can easily track their sales and subsequent service calls using the new “Execute Command” API available for Autotask. With it, VoIP solution providers can streamline their customer service and support processes.  Incoming calls to the service line will use the incoming phone number to automatically launch the Autotask platform on the CSR side and automatically open up the caller’s account.  The main account screen in Autotask provides instant access to service tickets, existing and past projects, installed hardware, software and service provider specifications, as well as customer service notes and existing service contracts.

“After the initial VoIP hardware and software install, the VAR’s success depends upon striking profitable service agreements. Managing services is Autotask’s specialty and our software platform now has the functionality solution providers need to keep close track of VoIP and converged services,” said Vogel.  “We believe our solution provider customers can significantly increase their VoIP service profitability when specific service calls and customer engagements can be tracked against the established long-term service agreements, so accounts aren’t being unknowingly over- or under-serviced.”

Along with adding VoIP-specific detail to its software, Autotask named Kevin Loretto as its Managing Director, VoIP Business Development earlier this year.  Loretto has more than 20 years experience in marketing, new business development, sales, and training in IT.  He also has proven success in growing a company’s reach and customer base. With this appointment, Autotask makes it clear it believes in its newfound VoIP focus and is backing its product with appropriate managerial guidance.

“We’ve seen a growing demand in VoIP and converged solutions for tools that will help channel partners get a better handle on their service operations and optimize profit margins,” observed Loretto.  “The name of the game for all VARs and integrators right now is driving more revenue out of the services. VoIP’s coming of age represents enormous opportunity for our customers and prospects and Autotask will help them take advantage of that.”

Accessible via any PC, at any time without any downloads, Autotask helps professionals intuitively manage the key operations for any service business and integrates seamlessly with MS Outlook, QuickBooks, and a number of Managed Services software applications.

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Erik Linask is Associate Editor of INTERNET TELEPHONY. Most recently, he was Managing Editor at Global Custodian, an international securities services publication. To see more of his articles, please visit Erik Linask’s columnist page.