DattoCon EU 2024

DattoCon Europe – A major event last week in Dublin with around 1800 IT professionals, lots of Guinness, and Louie Theroux!

Some highlights from Paul Burns, Synergi CTO;

Lots of great discussions with other top MSPs including resourcing, the tools we use, the difference and impact AI will have on MSPs over the coming months/years, how we deal with service optimisation and integration and the challenges of running a modern MSP.

From Kaseya, it was great to hear to hear the impact AI is already having and the exciting changes coming to the platform which will 100% help us with optimising our growth. Including Smart Triage and Smart Ticket Resolution summaries powered by Kaseya Copilot AI. The integration with Teams was also highlighted and is already being used by our service teams for the management of escalation tickets.

The new project management dashboards look to be well structured with inline grid editing and the powerful addition of a true drag-and-drop workforce management feature coming.

A new level of integration within the IT Complete platform is really taking shape and allowing complex integration between all of the Kaseya tools and is already a big benefit to the service teams.

Extending the Kaseya management features for Microsoft 365 and 365 Intune policies seeks to optimise time by allowing agents to stay within the Kaseya platform rather than jumping between vendor portals, making it more secure and faster to manage service tickets e.g. a new user setup in 365. Hopefully, further integration to 3rd party management will be added in the future.

There were loads of great sessions around Cyber Security including – understanding the threat landscape, panel insights on Cyber Security from boardroom to server room and navigating the world of ethical hacking!

Cooper Bots (Kaseya AI) are now adding real value and insights and will further extend to offer far more over the coming years, some notable examples were showcased over the 2 days.

I also had time for a very interesting 1 to 1 discussion about the future of technology and service delivery with Luis Fernandez a senior research manager from IDC sharing our stories and ideas about the future direction of the industry.

And finally, a big one for me, two really Smart Customer analysis features.

On tickets – providing excellent insight for our service team looking to constantly improve ticket handling and satisfaction through detailed sentiment analysis. Although improving from 4.96 out of 5 on CSAT may be tricky!

On contracts – this will help us to further identify the right type of contracts, the right resources needed and allow a focus on and those with unusual performance metrics.

Overall a highly recommended conference for those looking to grow their MSP business, improve customer satisfaction and retention and gain valuable insights from the vendors attending, fellow MSPs and of course the Kaseya team!