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FITware
Features & Pricing

Solve one problem,
or solve them all.

You choose — start with just a few features to solve some specific problems, or adopt the entire suite of tools in one integrated software and overcome dozens of barriers once and for all.

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Some functions can be mastered in a day, others will require process changes that can take more time. In every case, though, you’ll begin to reap immediate benefits.

Staff Motivation

Staff Motivation

Increase your team’s job satisfaction and productivity while increasing the company’s profits.

Streamline Staff Scheduling

Traditional calendar solutions are often clunky to use creating inefficient scheduling. FITware’s Tech Scheduling function, on the other hand, lets you quickly see anyone’s schedule by date, client, and service board.

Choose the Best Tech for the Job

Assigning a technician to a job outside his or her skillset results in repeat issues, decreased profitability, and employee frustration.
The Tech Skills function makes it easy to scan technician skills and their proficiency level to solve problems related to coordinating tickets. With the function, you can assign tickets better and keep your team happy, confident, and productive.

Customer Satisfaction

Collect and track accurate data that paves the way for a meticulous process and happier clients.

See Your Ticketing System with Clarity

Nothing infuriates customers (and kills profits) more than mishandled tickets. That’s why, our Ticket/Tech function helps you see your ticketing process with crystal clarity, allowing you to:

– Identify & address runaway tickets in real-time
– Drill down and identify root causes with ticket mishaps
– Continually improve your ticketing processes

You can enhance customer satisfaction (and protect profits) when issues are handled from start to finish by the fewest techs possible.

Reduce Ticket Response Time

As soon as a customer hits send on their ticket, the clock starts ticking. Skip the painful process of manually sorting tickets. The Company Pods function automates the ticket routing process by allowing each company to be assigned to a pod and each pod to be assigned to a service board.

Using the function, incoming tickets move automatically (within one minute) to the technical service board specifically configured for that client.

By quickly getting the correct tickets to the corresponding technical groups, the right team can respond in record time!

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Diverse Team of Engineers with Laptop and a Tablet Analyse and Discuss Scalability

Streamlined Scalability

Manage teams seamlessly without all the excessive clicking around.

Easily Setup & Organize Teams

Each team within your company needs unique access and functionality. FITware’s Manage Board Teams and Team Manager functions allow leaders to easily:

– View all service board teams on one screen
– Quickly create a new team on a service board
– Limit user access to only what they need
– Automatically update boards as changes are required

This high-level function allows leaders to streamline team management and control, in real time, exactly who has access to what.

Optimize workload & measure team performance

Aligned and incentivized employees create greater efficiencies, which help eliminate typical MSP scaling problems. FITware allows customizable teams’ performance to be measured and directly connected to a bonus program – meaning strong outcomes can be rewarded. It promotes self directed and aligned groups that are all pulling in the same direction.

Increased Profitability

Easily see and manage client agreements, client contract profitability, and generate automatic quotes.

Proactively Renew Contracts

Never let another contract expire.

The Renewals Report function allows you see and organize all your agreements with an expiration date or anniversary date coming up in the next 90 days.

With this information, you’re equipped to provide a consistent, seamless renewal experience to your clients. They’ll be more likely to renew in a timely manner and you’ll never miss a payment.

View Real-Time Returns Per Service

Stop crossing your fingers, hoping each service is as profitable as it can be. The FITware Client Rates feature allows you to access accurate numbers about your return on each contract and client, in real-time.

Streamline Your Quote Process

Stop jeopardizing your scalability with a haphazard quote process. The Purchasing function standardizes the entire quoting process by:

– Automatically generating quotes
– Reducing quote errors and incomplete quote requests
– Quoting standardized equipment

Streamlining the purchasing process means you’ll save money, time, and keep your clients happy.

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Pricing

With our “pay-for-what-you-need” model, you can customize your plan for the features your team will use now and add as you grow.

Administration & Hosting

(Included in minimum $5/CW Manage member purchase) ?

Business Rules

Implementation Status

Report Settings

Tenant Management

User Management

Integrations

Purchase

Financial/Strategic

(Bundle Price = $3.50/CW Manage member) ?

Client Rates

Won MRR by Month (Coming Soon)

Income vs. Activity (Coming Soon)

Utilization Report

Purchase

RMM/Security

(Bundle Price = $10/CW Manage member) ?

RMM Compliance Overview

Anti-Malware Status

Backup Status

Patching Status

Computer Detail

Purchase

Sales/Marketing

(Bundle Price = $5/CW Manage member) ?

Renewals Report

Won MRR by Month (coming soon)

Sales GO Board

Opportunity Forecast (coming soon)

Opportunity vs. Actual (coming soon)

Purchase

Bonus Program

(Bundle Price = $10/CW Manage member) ?

Bonus Group Management

Bonus Report Add-on

9+ Performance Metrics

Reward Management

Hours Report

Tech Score Card

Individual View

Admin View

Purchase

Client Portal

(Bundle Price = $20/CW Manage member) ?

Ticket Detail

Inventory & Renewals

Invoices

Client Recommendations

Network Health

User Contacts

Customer Satisfaction Score

Purchase

Scheduling 1

(Bundle Price = $6/CW Manage member) ?

Tech Skills

Techs Per Ticket

Technician Schedule (coming soon)

Response Times (coming soon)

Purchase

Scheduling 2

(Bundle Price = $2.50/CW Manage member) ?

Board Team Manager

Pod Management

Pod Compliance (coming soon)

Purchase

Procurement

(Bundle Price = $5/CW Manage member) ?

Generate Quote

Manage Quote Bundles

Config List

Config Summary

Purchase

Tech Performance

(Bundle Price = $6/CW Manage member) ?

Tech GO Board (coming soon)

Custom Reports and Custom Report Criteria

Timely Time Entry

Hours Program

Purchase

All Inclusive Bundles

For the full FITware solution we offer an All Inclusive Bundle. This includes every function available, plus upcoming releases.

FITware functions are typically installed just a few at a time, and each can take weeks or months to fully integrate into your operations. In addition, some of our most impactful functions require other functions to be operational first (e.g. the Quarterly Bonus Program, Sales Go Board and the Client Portal all draw data from other functions).

FIT’s All Inclusive Bundle recognizes this incremental installation approach by offering generous discounts during the first year of implementation, and an ongoing discount thereafter:

1st 4 months = 65% discount
2nd 4 months = 35% discount
Final 4 months = 20% discount
10% ongoing discount

In addition, FIT’s All Inclusive Bundle includes 1hr of Professional Service for every ConnectWise member on your staff at contract signing. These hours can be used for software configuration or any other needs related to FITware.

Our pricing philosophy is driven by a desire to see maximum adoption of each function.
More users = more data = better outcomes.

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This bundle is a prerequisite for all other functions and bundles. It covers the cost of hosting and data storage for your instance of FIT software as well as business rule configuration capabilities, user access controls, report configuration and the implementation planning and tracking module.

The implementation tracking module lays out all the steps required to configure and implement every other function in FIT. It is a one stop dashboard to see the installation progress for every purchased function.

This group of functions provides deceptively simply but powerful tools to maximize profitability. When regular reviews of this information are incorporated into your operational meeting cadence, you will have an iterative process to grow profit over time.

Client Rates provides profitability data by client so you can target those that need improvement and learn from those that excel.

It is actually difficult to accurately determine MRR changes by Month. Many MSP’s use a laborious process of tracking changes in Excel. Won MRR by Month provides an accurate scorecard that tracks monthly changes in MRR at the agreement level to accurately and quickly assess your performance.

Income vs. Activity provides an agreement level view of profitability allowing you accurately and quickly assess leaks in your profitability and target adjustments that need to be made.

The utilization report compares slack in your system – the gap between labor capacity and actual hours worked – to client satisfaction measures. Too much slack and CX is great but profitability suffers. Too little and profitability improves, at least in the short run, but CX suffers and internal stress increases. We help you quickly see the factors affecting slack, zero in on the optimal number, and answer, among other things, the all-important question of when to hire someone.

It is very likely you have 5 or more endpoint applications like anti-malware, patching and back-up software/devices. Each of these has their own interface making the critical task of ensuring every application is running properly on every end-point unnecessarily complicated and error-prone.

This bundle of functions provides one single screen from which you can see a summary of every end-point management piece of software. Then, with just a few clicks you can zero in on which machines are missing something, which are online to be accessed, and then remote in from our function to fix it.

This function works with many of the most popular end-point management applications and new ones can be added quickly if yours are not currently supported.

For some unfathomable reason, very basic information critical to running a successful sales and marketing operation is difficult and time consuming to produce. MRR changes, identifying which contracts are up for renewal and which contracts are due for price increases, QBR preparation and accurate forecasts are examples.

This bundle of functions provides all this information in real-time with just a few clicks. The Sales Go board, for example provides information on agreement and config renewals, network health, CX info, client recommendations, payment history and more in one place to make QBR prep easy.

In addition, information like historical comparisons between MRR sales forecasts and actual MRR won will improve your forecasts and the opportunity forecast function can make internal sales meeting prep easy and the discussions focused.

As mentioned in the Client Portal section, I’ve yet to meet an MSP that loved their bonus program. The typical bonus program is laborious to develop and administer, data is rarely available real-time to participants, and it is often a blunt instrument that focuses purely on hours, profitability and/or overall CX and not the specific leading indicator behaviors that drive those results.
FIT’s bonus program allows customized development of bonus programs for different job roles. You can choose multiple metrics items from up to 8 (currently) different performance metrics for each bonus group. Metrics include productivity measures, real-time documentation measures, techs per ticket performance, client network health, effective rate management, CX scores, scheduling metrics and more.

The function gives you tools to zero in on what thresholds make sense for minimum, meets and exceeds for each metric. In addition, the cost of the bonus program is presented as you build the program saving the days or weeks of work these tasks can take.
Once implemented, each member of a bonus group can see their progress, real-time, during the bonus period. Information on what they have earned and what they have left on the table for each metric drives the behaviors that improve profitability and profitability.

Impress your clients and prospects and differentiate yourself in the marketplace. We hear all the time that MSP’s hate two things that they have to live with - their tech bonus program (we have a solution) and their client portal. FIT’s portal will highlight all the work you’ve done to be operationally excellent and differentiate you from your competitors. And the transparent nature of the data will help will build trust with your client base. Individual panels on the portal can turned on and off universally or by client allowing you to build functionality as you make internal progress. Features like Network Health, client equipment inventory, license renewals, invoice and ticket details, time detail breakdown, client recommendations, C-sat scores, user contacts and client team info are all available on the portal.

Scheduling well is one of the most difficult tasks for an MSP. Technical skill sets, specific client familiarity, ticket priority, tech availability, length of time to solve the problem all need to be considered. And scheduling poorly results in frustrated clients, stressed engineers and service delivery personnel, damaged reputations, and lost profitability.

Scheduling 1 includes tools to help your overworked service delivery people to quickly match a tech to a problem based on skill set, client familiarity and availability. It also includes two important quality metrics – how many techs touch a ticket and response times.

Scheduling well is one of the most difficult tasks for an MSP. Technical skill sets, specific client familiarity, ticket priority, tech availability, length of time to solve the problem all need to be considered. And scheduling poorly results in frustrated clients, stressed engineers and service delivery personnel, damaged reputations, and lost profitability.

Scheduling 2 is for larger companies that have outgrown a single of pool of techs and want to implement or have already implemented pods. The board and pod management functions allow the easy creation and management of pods to service a subset of your clients so big can feel small. And the Pod Compliance function gives you a quality metric to measure well you keep scheduling pod integrity.

FIT’s procurement bundle provide the tools needed to improve critical performance metrics like:

Turn-around time
Completeness of orders
Use of standardized and approved equipment
Accuracy of data entry

In addition to these benefits the procurement module includes easy access to license and warranty renewals (configs in Connectwise parlance) and the ability to mass-update config fields.

This bundle provides tools to easily monitor and manage the critical quality and profitability driver – real-time documentation performance. This bundle also includes easy access to hours worked reports and the ability to generate custom reports to better monitor performance and various drivers of quality.

The Tech Go board component (coming soon) provides an auto-generated per client list of items that can only be done onsite. For example, a patch to a critical system, updated server room pictures, or a problem that can’t be resolved remotely. Training engineers to check this list whenever they are at a client site can save unnecessary truck rolls and result in happier clients.