Custally for IT services companies & MSPs
Managed service providers live on SLAs and annual contracts. Custally runs the helpdesk, the client relationship, project rollouts and contract renewals together — and proves on-site visits happened.
Who it’s for
Managed service providers, IT support companies, system integrators and AMC providers.
Start with
The problems it services & msps teams tell us about.
SLA breaches you hear about late
Breaches show up in the monthly report, after the client has already noticed.
AMC renewals slip
Annual maintenance contracts lapse because the renewal date lived in a spreadsheet.
Site visits without proof
Clients dispute whether an engineer came — and you can’t show they did.
Client health is invisible
The account manager doesn’t know a client is unhappy until the termination notice.
Every module, applied to your business.
From breach risk to verified fix
A fictional company, a real workflow — step by step.
09:02
A client emails: “Branch office network down.” It becomes a P1 ticket with a 1-hour response SLA.
09:40
SLA at risk — an automation alerts the support lead and assigns the nearest engineer.
10:30
The engineer checks in at the branch address from their phone browser. The geofenced task records presence.
11:15
Fixed. The ticket is resolved, the client gets a CSAT survey, and the time spent is on the ticket.
Month end
The client’s AMC renewal deal shows 2 P1s this quarter — the account manager walks in prepared.
What to switch on in week one.
Everything here is configured by your admin — no code, no developer.
Modules
- Tickets & Escalations
- Accounts & Contacts
- Tasks with geofencing
- Projects
- Deals
- Customer Portal
Custom fields to add
- Contract type (AMC / T&M)
- Site addresses
- Asset or device ID
- Contract end date
Automations to start with
- SLA at risk → alert lead, reassign
- Ticket resolved → CSAT survey
- 90 days before contract end → renewal task for the account manager
Click through it yourself.
Custally’s real look and feel on sample data. Replies are scripted — nothing here calls an AI or saves anything.
Accounts
6 of 6 accounts
| Account | ARR | Health | Renewal | Open tickets | CSM |
|---|---|---|---|---|---|
| Logistics | ₹1.24 Cr | Red · 44 | 23 days | 6 | PMPriya M. |
| Retail | ₹81 L | Amber · 61 | 47 days | 3 | RSRahul S. |
| Healthcare | ₹98 L | Green · 86 | 180 days | — | AKAnita K. |
| Fintech | ₹52 L | Amber · 58 | 90 days | 2 | PMPriya M. |
| FMCG | ₹33 L | Green · 79 | 200 days | 1 | RSRahul S. |
| Automotive | ₹1.46 Cr | Green · 82 | 132 days | 1 | AKAnita K. |
Tip: open Acme Logistics to see why it’s Red.
Accounts: Filter by health, open Acme Logistics, read why it’s Red and turn a next best action into a task. This is a scripted mock-up on sample data — no AI runs and nothing is saved.
Custally for IT services & MSPs: questions.
Can engineers check in without installing an app?
Yes. Geofenced tasks use the browser’s location on the phone. Each task either records whether the engineer was at the address or requires it to complete.
Can clients log tickets themselves?
Yes, through the Customer Portal (magic link, no password), by email or on WhatsApp — all into the same queue.
Stop managing activities.
Start saving customers.
See Custally with your own process: in a 30-minute session we’ll map your customer success, sales, delivery and support flow onto it — and show you which of your accounts it would flag first.