Why are we making Licorice?

Why would build make YAP™ (yet another PSA product)? There are so many already to choose from…

First off, we’re not making a complete ITSM/PSA software package. ITSM software is really an ERP—in that it supports all areas of business, from service delivery to accounts receivable.

This would be a huge undertaking, and is probably unnecessary.

Instead, the biggest dissatisfaction with current ITSM/PSA software is in the service delivery module. This is where your team spends 80% of their—so it’s this interface Licorice replaces.

This enables us to take a ground-up approach without having to worry about trying to build every part of a PSA (or build Yet Another PSA™).

We believe front-end customer service is where MSPs, CSPs, IT departments, and IT providers feel the most pain—it’s also the highest-cost, and most highly complex part of the business—and if it’s not carefully and continually managed, it carries a continual risk of client dissatisfaction.

In the meantime, other service industries (doctors, contractors, dentists, etc.) have all moved to online appointments. Need a plumber? You can book one at your leisure online for a specific time. And while there are still repair people, cleaners, and restaurants who you can’t book online, simply adding an online booking facility can significantly increase revenue. In fact, a study by Stax, Inc. found not only that 83% of consumers are already using online booking, but that they would actively switch providers in order to obtain it.

I would suggest to you that within the working demographic – your clients – almost 100% already use online booking. We see it already coming for the IT industry, with early-adopters trying to use Calendly to receive appointments from their clients.

Imagine if a new prospect – having heard your name and frustrated with their current provider – could simply book an appointment with you online, and start using your services or onboarding, with zero barriers or friction.

If we take this a step further, your engineers could know the layout of their day before they even arrive at work, and go home with a sense of satisfaction knowing what they’ve accomplished. This workflow is far less stressful than a never-ending list of tickets, which we know can lead to engineer burnout.

The shift towards giving appointments has already started within the industry. However, there are very few tools: With Licorice, not only your engineers, but all end-users at your clients (if you so wish) know when everything is going to happen. This uniquely differentiates your company from the general market who instead offers: Waiting to hopefully hear from an engineer about their non-critical tickets.

It’s not just user-scheduled appointments. We are continually working with our Beta Partners to develop new methods for:

  • Effortless accurate time accounting
  • A 10-times faster workflow than using tickets, with less stress
  • Employee happiness
  • Accurate Time Sheets (can you imagine not having to reconcile weekly Time Sheets?)
  • Seamless communication with your clients (hint: it’s not Yet Another Client Portal™).

By having full two-way integration with existing ITSM/PSA packages, this enables us to focus on the parts that really count, and do a lot more—radically modernising your existing systems, while not requiring the massive (and unnecessary) expense of switching PSAs. With Licorice you are up and running in less than 5 minutes, and can roll out gently to engineers and clients as you’re ready.

Our goal is for IT support to leapfrog not just the IT industry, but all other industries. We are technology. It is literally the Information Age. IT should be leading the way for customer support. And now we can.

Want to help us create the service software of the future? Join the Beta Program today. Let’s go!