18 April 2024

MSP CRM Tools (Image by Procurement Magazine)

MSP CRM software has become a strategic asset in the current digital business landscape, significantly impacting revenue growth and competitive advantage in a data-driven environment.

MSP CRM (Managed Service Provider Customer Relationship Management) software is a key component in strategic decision-making and operational efficiency​​. 

The rapid advancements in CRM software in 2024, particularly in areas like AI integration and mobile accessibility, underscore its evolving role from back-office support to a front-line business driver​​.

What is MSP CRM?

MSP CRM is a software platform designed to help MSPs manage their client relationships, automate tasks, and improve operational efficiency. 

Let’s say MSP documentation tools for documenting everything during the project.

MSP CRM is your one-stop shop for client data, service tickets, sales pipelines, and communication channels.

In 2024, the integration of AI in CRM has significantly increased. AI helps in recognizing customer trends, automating tasks, improving data accuracy, and providing predictive analytics.

This integration facilitates a more intelligent, efficient, and customer-centric approach to business​​. 

Furthermore, CRM design and presentation have evolved, with a focus on modern, simple interfaces that cater to users of all skill levels, enhancing usability and acceptance​​.

What to Look for in an MSP CRM

An MSP CRM is your ultimate teammate, packed with abilities to conquer client chaos and fuel business growth.

But with so many options, choosing the right one can feel daunting. Here’s a breakdown of the essential features to seek in your CRM.

So, in list below, you can get some MSP CRM software for free and paid MSP tools. Everything is right for your evaluation factors.

1. 360-Degree Client View

You’ve got all your client’s info – from contact details to past tickets – in one spot. It’s like having a superpower to deliver tailor-made service.

Plus, you’re one step ahead, predicting their needs and nipping problems in the bud. That’s proactive care at its finest.

2. Workflow Automation

Imagine zipping through tasks like onboarding and renewals with automation. It’s like freeing up time for the stuff that really counts.

And with tickets zooming through a streamlined process, your clients couldn’t be happier.

3. Sales Pipeline Management

See your sales future with tools that help you track leads and spot opportunities. It’s like having a crystal ball for closing deals and crafting campaigns that hit the mark. Your sales pipeline? It’s now a powerhouse of revenue.

4. PSA Integration

Connect your CRM to your PSA platform, and watch magic happen. It’s all about teamwork, with data flowing smoothly and everyone working in sync. Say goodbye to those pesky communication gaps.

5. Bonus Powers

Take your MSP management mobile – it’s all about flexibility in our fast-moving world. Plus, get a tech boost with AI insights, predicting client needs and staying ahead of the game.

Top MSP CRM Software in 2024

Each MSP CRM software has its unique strengths, making it crucial for businesses to evaluate them based on their specific requirements and goals.

So, these CRM solutions for MSPs in 2024 offer a blend of user-friendliness, comprehensive features, and integration capabilities, catering to a range of business needs and sizes. 

So, in the list below, you can get several MSP CRM software for free MSP tools and pay. All of them are right for what you need to evaluate.

1. ConnectBooster

ConnectBooster is like a breath of fresh air with its ease of use. It’s like having a helpful friend guide you through the platform, making it a breeze for even those who aren’t tech wizards.

Pros of ConnectBooster

The real magic lies in its ability to automate the mundane – think onboarding and reminders – freeing your team to dive into more important tasks.

What really sets ConnectBooster apart is how it turns client relationship management into an art form.

ConnectBooster gives you a complete picture of your clients, allowing you to cater to their needs proactively.

Cons of ConnectBooster

ConnectBooster, while packed with features, is still the new kid on the block compared to the veterans in the MSP CRM arena.

This youthfulness might mean it doesn’t pack all the functionalities of the older giants. There’s also a little question mark hovering over its scalability.

Price of ConnectBooster 

When it comes to the cost, ConnectBooster doesn’t want to break your bank. ConnectBooster starts at $149/month. Pricing is based on your integrations and how you want to accept payments.

2. Kaseya BMS

Kaseya BMS is known for its robust features, scalability, and seamless integration with other Kaseya products. 

So, Kaseya BMS particularly for those who prioritize a comprehensive feature set and integration with Kaseya’s suite of products.

Pros of Kaseya BMS

Kaseya BMS have comprehensive management capabilities, spanning from machine management to flexible APIs for integration.

Kaseya BMS intuitive interface is a highlight, making it accessible even to those with limited CRM experience.

This adaptability makes Kaseya BMS a solid choice for businesses seeking a blend of depth and user-friendliness in their CRM solutions.

Cons of Kaseya BMS

Transitioning from other systems, like Autotask, can be challenging due to integration complexities.

Some Kaseya BMS users also note the lack of certain functionalities that larger MSPs might need, such as advanced inventory tracking.

Price of Kaseya BMS

Pricing for the Kaseya BMS is not publicly available. While it doesn’t offer a free plan, it does offer a trial period for users to test its features.

This pricing positions Kaseya BMS as a mid-range option in the MSP CRM market, suitable for companies seeking a balance between cost and functionality.

Best MSP CRM Tools 2024 (Image by Zoho)

3. Datto Autotask

Datto Autotask is ideally suited for established MSPs with complex needs and the budget to match.

Its comprehensive functionality, robust ticketing system, and project management tools empower you to streamline operations, manage multiple projects, and deliver exceptional service.

Pros of Datto Autotask

From comprehensive ticketing and service management to project planning and financial tools, Autotask is an all-in-one powerhouse. This eliminates the need for multiple platforms and streamlines your workflow.

Datto Autotask robust ticketing system helps you efficiently track, prioritize, and resolve client issues, ensuring smooth service delivery and happy customers.

Cons of Datto Autotask

Compared to lighter options, Autotask comes with a premium price tag. Be sure your budget can handle the investment before you embark on this adventure.

The sheer volume of features can be overwhelming for new users. Expect an investment in training and onboarding to master its full potential.

Price of Datto Autotask

As for pricing, Datto Autotask does not publicly list its pricing details, indicating that they offer custom pricing based on specific business needs.

4. Zoho CRM

Zoho CRM shines for budget-conscious MSPs looking for a versatile platform to manage customer relationships and customize workflows. 

Cost-efficiency, integration with other Zoho products, and MSP-specific features make it compelling.

Pros of Zoho CRM

Zoho CRM excels in handling leads effectively and passing them onto the appropriate teams.

It also offers robust customer record management and can automatically generate customer web details like social media activity.

These features enhance lead management and customer relationship tracking, making it a valuable tool for businesses looking to maintain detailed customer records and manage leads efficiently.

Cons of Zoho CRM

A notable downside is that Zoho CRM’s support is not always as responsive as users might wish.

This can be a significant drawback for businesses that rely on timely support for their CRM systems, especially when dealing with complex customer data or lead management issues.

Price of Zoho CRM

Zoho CRM offers pricing plans starting at $14 per month for the Standard version, $23 per month for the Professional version, and $40 per month for the Enterprise version, all on a per-user, per-month basis. ​

5. Freshworks CRM

Freshworks CRM shines for MSPs looking for a modern, data-driven approach to customer relationships.

With an intuitive interface, AI-powered insights, and a focus on customer engagement, it’s ideal for building strong relationships with your customers.

Pros of Freshworks CRM

Freshworks CRM offers a blend of AI-driven insights and robust sales automation. With features like AI-powered lead scoring and personalized email campaigns, it enhances customer engagement.

The platform is praised for its intuitive design, making it accessible for businesses of all sizes. 

Its focus on enhancing the customer experience through a comprehensive view of the customer journey is a significant advantage​​.

Cons of Freshworks CRM

While Freshworks CRM boasts many strengths, it may have limitations in terms of depth compared to more specialized CRM solutions.

Price of Freshworks CRM

Freshworks CRM’s pricing is flexible and transparent, designed to cater to various business sizes and needs.

6. ServiceNow

ServiceNow shines for large, established MSPs with complex IT environments and the budget to match.

You can manage operations efficiently and deliver exceptional service with its scalability, streamlined workflows, and deep IT integration.

Pros of ServiceNow

ServiceNow thrives in complex IT landscapes, accommodating large teams and extensive needs. It grows with you, no matter how much your MSP expands.

Automate and optimize every step of your service delivery with customizable workflows, incident management, and project management tools. Efficiency becomes your middle name.

While a general-purpose platform, the MSP edition offers features like service agreements, asset management, and SLA tracking, catering to your core IT service needs.

Cons of ServiceNow

ServiceNow has a hefty price tag in comparison to other options. Make sure your budget can handle the initial setup and ongoing costs.

If you’re a newer, smaller MSP, the sheer power of ServiceNow may be overkill. Less complex options may be more efficient and cost-effective.

Price ofServiceNow

ServiceNow offers customized pricing based on your specific needs and the number of users required. To learn more, contact the ServiceNow sales team.


MSP CRM software has become essential for managing client relationships effectively.

For instance, software like Octobits.io have distinct advantages and limitations, but each contributes uniquely to business efficiency. 

It’s crucial to choose a CRM that aligns with your specific needs, considering factors like integration capabilities and cost. 

As we navigate the evolving landscape of MSP CRM solutions, it’s vital to stay informed and select a system that not only meets current demands but also adapts to future challenges.

This approach will not only optimize your operations but also position your business for sustained success in the dynamic world of IT and business management.

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