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Kaseya Connect 2011 - Auditing Your MSP in Realtime (Compuquip)
 

Kaseya Connect 2011 - Auditing Your MSP in Realtime (Compuquip)

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    Kaseya Connect 2011 - Auditing Your MSP in Realtime (Compuquip) Kaseya Connect 2011 - Auditing Your MSP in Realtime (Compuquip) Presentation Transcript

    • Finding “our” Right of Way
      Eric Dosal, COO, Compuquip Technologies
    • Agenda
      • Compuquip Overview
      • Vision vs Strategy
      • Top 10 Priorities for Compuquip
      2
      Kaseya Connect Conference: May 2nd 2011
    • Compuquip Overview
      • 30+ years in business in South Florida
      • Family owned and operated
      • Profitable since inception, no debt
      • HQ in Miami, satellite office in Tampa
      • 80+ full time employees across 3 divisions
      • 46 members in the Infrastructure Group
      • Kaseya partner since April 2006 (originally N-Able)
      • Connectwise partner since Sept 2002 (partner #27)
      3
      Kaseya Connect Conference: May 2nd 2011
    • Compuquip By the Numbers
      • 35+ clients across 13 states in over 115 locations
      • 2,700 end users opening 2,540 tickets per month
      • 2,900 workstations and 565 servers under mgmt
      • 2,650 NOC Services alerts / tickets per month
      • Over 5,360 total service ticketshandled per month
      • KES, McAfee, zScaler, & i365
      • Average client 50 – 200 end users
      4
      Kaseya Connect Conference: May 2nd 2011
    • Been A Roller Coaster for 2 Years
      • Hired 2 new Service Managers & 15 Engineers
      • Replaced our CFO with Director of Finance
      • Repackaged existing service offering
      • Restructured our sales approach
      • Added new service offerings around the cloud
      • Narrowed our Integration Project focus
      • Implemented a social media & marketing strategy
      • Focused on efficiency via metrics and KPIs
      • Provided our clients with more transparency
      5
      Kaseya Connect Conference: May 2nd 2011
    • Current MSP Challenges
      • Developing a Cloud Computing Strategy
      • What are the big boys up to? Google, Microsoft, etc.
      • Service Management – Someone to handle the tickets
      • Lead Generation – Where to get more qualified leads
      • Sales Management – Someone to manage the hunters
      • More Time in the Day – Too many meetings and work to do
      • Want More Cash in the Bank
      6
      Kaseya Connect Conference: May 2nd 2011
    • Set Your Vision, Let your Strategy Change
      7
      Kaseya Connect Conference: May 2nd 2011
    • What’s our Right of Way?
      8
      Kaseya Connect Conference: May 2nd 2011
    • Top 10 Compuquip Priorities
      allowing us to focus on
      Finding “Our” Right of Way
      9
      Kaseya Connect Conference: May 2nd 2011
    • #1: Reviewing our Resources
      • People are our highest expense
      • The right people in the right jobs is awesome
      • Hire people that can do the job with no micro mgmt
      • Hire slow and fire fast
      • Only hire to relieve a pain point
      • Technical – focus on certifications and client service
      • Sales People – need hunters not farmers
      • Everyone else – needs to understand the team goal
      10
      Kaseya Connect Conference: May 2nd 2011
    • #2: Reviewing our Offering(s) & Pricing
      • What are client’s drawn to?
      • What services can’t they live with?
      • Can we price those higher?
      • What services are least used?
      • Can we remove them and reduce cost?
      • Know the costs, how can you price without it?
      • Your clients are willing to pay more
      11
      "A good decision executed quickly beats a brilliant decision implemented slowly"
      Kaseya Connect Conference: May 2nd 2011
    • #3: Developing New Offerings
      • Defining our ‘Right of Way’
      • Identifying Trends
      • Getting away from the commodity stuff
      • Moving toward IT Strategic Planning
      • Data Center Hosting
      • Offsite Backup
      • Hardware as a Service (still working on it)
      • Hosted / Managed VoIP (in the planning phase)
      12
      “You're better off with a kick-ass half than a half-assed whole”
      Kaseya Connect Conference: May 2nd 2011
    • #4: Restructured our Sales Approach
      • Historical “farmer model” does not work for us
      • Hunter model working solo has failed
      • Can’t justify the high sales pay for managed services
      • 90% of leads come from referral, website, or our CEO
      • Focusing on “Rain Maker” Selling Approach
      • Similar to Accounting Firms & Law Firms
      • Executive to Executive sale to build trust
      • Leveraging cold callers for prospecting
      13
      Kaseya Connect Conference: May 2nd 2011
    • #5: Measuring Our Performance
      • Develop Key Performance Indicators (KPIs)
      • Share metrics with team members
      • Avg Response Time and Avg Time to Resolution
      • Client Satisfaction
      • Tickets by Client and by Type
      • Top Ticket Closer
      • Average Wait Time & Abandon Rate (phone system)
      • Average MRR per client
      • Client Efficiency Index (my favorite)
      14
      “A business without a path to profit …is a hobby”
      Kaseya Connect Conference: May 2nd 2011
    • 15
      Kaseya Connect Conference: May 2nd 2011
    • #6: Talking With Others
      • “You are not alone”
      • MSP is still a new industry
      • We need to work together
      • Peer Groups are a great forum
      • Quarterly User Group Meetings
      • No one has everything figured out
      • Things change very dynamically
      16
      “Meetings: They usually include at least one moron who inevitably gets his turn to waste everyone's time with nonsense.”
      Kaseya Connect Conference: May 2nd 2011
    • #7 Making Processes Repeatable
      • Identify repeatable / predictable services
      • Allows you to plan your costs accordingly
      • Allows for focused training for the team
      • Team gets more efficient each time they repeat
      • Eliminate – remove steps in your processes that are not needed or not repeatable
      • Simplify – Make the processes simple for your team and clients to understand
      • Standardize – Develop a standard that works for multiple clients/team members
      • Automate – Limit the resource needs in order to ‘do more with the same or less’
      17
      “Work ON your business not IN your business”
      Kaseya Connect Conference: May 2nd 2011
    • #8: Connecting With our Users
      18
      Kaseya Connect Conference: May 2nd 2011
    • #9: Signal versus Noise
      19
      Kaseya Connect Conference: May 2nd 2011
    • Blogs
      • Standard form of communication
      • Target clients, prospects, vendors, partners
      • Share the Good News
      • Talk about your processes
      • Educate on technology (i.e. Tips & Tricks)
      • Link back to your blog (Emails & Docs)
      • Read CopyBlogger.com
      Twitter
      • Broadcast platform to the world
      • Share the company’s personality
      • Be wise who you follow
      • Publish your blog posts
      • Push everyone to your website
      • Learn the rules of the road before jumping in
      • Insert yourself into the conversation
      20
      Say Something before You Sell Something
      Kaseya Connect Conference: May 2nd 2011
    • #10: Reducing Client Confusion
      21
      www.brightgauge.com
      Kaseya Connect Conference: May 2nd 2011
    • Focusing on the Client Experience
      Happy Clients make all other
      problems insignificant!!
      22
      Kaseya Connect Conference: May 2nd 2011
    • Summary List
      Reviewing our Resources
      Reviewing our Offering(s) & Pricing
      Developing New Offerings
      Restructuring Our Sales Approach
      Measuring Our Performance
      Talking with Others
      Making Processes Repeatable
      Connecting with our End Users
      Saying Something Before We Sell Something
      Reducing Client Confusion
      23
      Kaseya Connect Conference: May 2nd 2011
    • Reference List
      • Reworked & Getting Real by 37 Signals
      • Behind the Cloud by Carlye Adler
      • Delivering Happiness by Tony Hseih
      • E-Myth by Michael Gerber
      • 21 Indispensible Qualities of a Leader
      • The Power Presenter
      • The 29% Solution
      • Leadership in the Era of Economic Uncertainty
      • CopyBlogger.com
      24
      Kaseya Connect Conference: May 2nd 2011
    • Let’s ALL find our ‘Right of Way’
      Eric Dosal
      Chief Operating Officer
      Compuquip Technologies, Inc.
      edosal@compuquip.com
      Twitter: @EricDosal
      Blog : www.compuquip.com/it-services-blog/
      25
      Kaseya Connect Conference: May 2nd 2011