Richard talks to Steve Duckworth, CEO of Harmony PSA, about how their automation software can help MSP billing and the four different ways that MSPs can use it to sell.
An Interview with Steve Duckworth
How did Harmony PSA Come About?
The PSA software was built in response to a need that Steve identified in a previous role, where there was a need for a more effective order management system. Steve noticed that the core reporting was good, but at the point of sale, the information wasn’t recorded properly, meaning that incorrect details were used on the order paperwork.
It was initially aimed at ISPs (internet service providers), to give them an order processing system with timesheets and billing. Later on, Steve and his business partner saw the potential for the software to be used by MSPs (managed service providers).
How does Harmony Work?
Harmony has a rich and powerful product engine at its core and sells in four major ways – transactionary, recurring, pre-payment and consumption. Steve says that within those four major subclasses there is an infinite variation, and explained how each works:
Transactionary: Is focused on time or selling a one-off item. The system generates an email which can be delivered by a project
Recurring: This is stable revenue that a company can predict and knows it will continue to generate in the future with a high level of certainty
Pre-payment: Also known as a ‘block hours contract’, Harmony’s version differs because they have a flexible model which also includes cash or tokens, and each choice can be applied to the same customer
Consumption: Billing by a device, which can be automated with your RMM (remote monitoring and management) to run queries and automate invoices
How Harmony PSA Differs from its Competitors
Many MSPs complain that the tools they use within their business require them to adopt the tools’ methodology too, which is something they don’t always want to do. What Harmony does is to ask the MSP how they run their business and adapts to that instead.
Steve explains that a key design principle for Harmony is flexibility, and while they won’t version the code, they do put a lot of effort into reconfigurability. The MSPs are given a platform where they can model their business and change it whenever they want without having to replace the software.
Harmony’s Range of ‘Multi’ Options
Harmony has been designed to provide MSP users with a range of options for all aspects of the platform, which they term ‘multis’. These include:
Multi-currency: Harmony stores every financial transaction in three currencies: the transaction currency, the legal entity accounting currency and the consolidation currency, as well as being a real-time consolidation engine
Multi-legal: The build has the tax rules and account codes integrated, as well as its own finance interface so you can run a multinational group in a single instance of Harmony
Multi-country: This is useful for timesheets and invoices, allowing staff in one country to work on a project in another country. Their timesheets appear on the invoice, and Harmony resolves transfer prices for costs too
Multi-lingual: This feature works throughout the Harmony software, including in PDFs and other documentation. Initially introduced for German resellers, the 25,000 code changes the developers made now mean that they can add a language pack in a week. It also integrates with Microsoft Culture 7 to make it multi-culture
Multi-time-zone: Harmony supports overnight time zones, allowing MSPs to outsource to a company in India (for instance) and Harmony’s ticket SLAs (service level agreements) can understand the time zone
Mentioned in this Episode
- Datalogic
- Solarsoft
- Microsoft Culture
- Salesforce
- SolarWinds MSP
- NinjaRMM by NinjaOne
- BlueSnap
- Zapier
Interview Transcript
TubbTalk 34 with Steve Duckworth and Richard Tubb
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Richard Tubb is one of the best-known experts within the global IT Managed Service Provider (MSP) community. He launched and sold his own MSP business before creating a leading MSP media and consultancy practice. Richard helps IT business owner’s take back control by freeing up their time and building a business that can run without them. He’s the author of the book “The IT Business Owner’s Survival Guide” and writer of the award-winning blog www.tubblog.co.uk
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