Critical Problems Facing MSPs Today:

• Revenue Leakage: Support staff frequently under-report call times or forget to log calls entirely, resulting in unbilled service hours
• Administrative Burden: Technicians spend 5-10 minutes per call documenting details instead of helping customers
• Inconsistent Documentation: Call notes vary widely in quality and completeness across team members
• Billing Disputes: Without accurate timestamps, customers may question time billed for phone support

These challenges collectively impact profitability, team efficiency, and ultimately customer satisfaction. Studies show MSPs typically lose 15-20% of billable time due to inadequate call tracking practices.