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

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  • 1. Finding “our” Right of Way<br />Eric Dosal, COO, Compuquip Technologies<br />
  • 2. Agenda<br /><ul><li>Compuquip Overview
  • 3. Vision vs Strategy
  • 4. Top 10 Priorities for Compuquip</li></ul>2<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 5. Compuquip Overview<br /><ul><li>30+ years in business in South Florida
  • 6. Family owned and operated
  • 7. Profitable since inception, no debt
  • 8. HQ in Miami, satellite office in Tampa
  • 9. 80+ full time employees across 3 divisions
  • 10. 46 members in the Infrastructure Group
  • 11. Kaseya partner since April 2006 (originally N-Able)
  • 12. Connectwise partner since Sept 2002 (partner #27)</li></ul>3<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 13. Compuquip By the Numbers<br /><ul><li>35+ clients across 13 states in over 115 locations
  • 14. 2,700 end users opening 2,540 tickets per month
  • 15. 2,900 workstations and 565 servers under mgmt
  • 16. 2,650 NOC Services alerts / tickets per month
  • 17. Over 5,360 total service ticketshandled per month
  • 18. KES, McAfee, zScaler, &amp; i365
  • 19. Average client 50 – 200 end users </li></ul>4<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 20. Been A Roller Coaster for 2 Years<br /><ul><li>Hired 2 new Service Managers &amp; 15 Engineers
  • 21. Replaced our CFO with Director of Finance
  • 22. Repackaged existing service offering
  • 23. Restructured our sales approach
  • 24. Added new service offerings around the cloud
  • 25. Narrowed our Integration Project focus
  • 26. Implemented a social media &amp; marketing strategy
  • 27. Focused on efficiency via metrics and KPIs
  • 28. Provided our clients with more transparency</li></ul>5<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 29. Current MSP Challenges<br /><ul><li>Developing a Cloud Computing Strategy
  • 30. What are the big boys up to? Google, Microsoft, etc.
  • 31. Service Management – Someone to handle the tickets
  • 32. Lead Generation – Where to get more qualified leads
  • 33. Sales Management – Someone to manage the hunters
  • 34. More Time in the Day – Too many meetings and work to do
  • 35. Want More Cash in the Bank</li></ul>6<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 36. Set Your Vision, Let your Strategy Change<br />7<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 37. What’s our Right of Way?<br />8<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 38. Top 10 Compuquip Priorities<br />allowing us to focus on <br />Finding “Our” Right of Way<br />9<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 39. #1: Reviewing our Resources<br /><ul><li>People are our highest expense
  • 40. The right people in the right jobs is awesome
  • 41. Hire people that can do the job with no micro mgmt
  • 42. Hire slow and fire fast
  • 43. Only hire to relieve a pain point
  • 44. Technical – focus on certifications and client service
  • 45. Sales People – need hunters not farmers
  • 46. Everyone else – needs to understand the team goal</li></ul>10<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 47. #2: Reviewing our Offering(s) &amp; Pricing<br /><ul><li>What are client’s drawn to?
  • 48. What services can’t they live with?
  • 49. Can we price those higher?
  • 50. What services are least used?
  • 51. Can we remove them and reduce cost?
  • 52. Know the costs, how can you price without it?
  • 53. Your clients are willing to pay more</li></ul>11<br />&quot;A good decision executed quickly beats a brilliant decision implemented slowly&quot;<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 54. #3: Developing New Offerings<br /><ul><li>Defining our ‘Right of Way’
  • 55. Identifying Trends
  • 56. Getting away from the commodity stuff
  • 57. Moving toward IT Strategic Planning
  • 58. Data Center Hosting
  • 59. Offsite Backup
  • 60. Hardware as a Service (still working on it)
  • 61. Hosted / Managed VoIP (in the planning phase)</li></ul>12<br />“You&apos;re better off with a kick-ass half than a half-assed whole”<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 62. #4: Restructured our Sales Approach<br /><ul><li>Historical “farmer model” does not work for us
  • 63. Hunter model working solo has failed
  • 64. Can’t justify the high sales pay for managed services
  • 65. 90% of leads come from referral, website, or our CEO
  • 66. Focusing on “Rain Maker” Selling Approach
  • 67. Similar to Accounting Firms &amp; Law Firms
  • 68. Executive to Executive sale to build trust
  • 69. Leveraging cold callers for prospecting</li></ul>13<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 70. #5: Measuring Our Performance<br /><ul><li>Develop Key Performance Indicators (KPIs)
  • 71. Share metrics with team members
  • 72. Avg Response Time and Avg Time to Resolution
  • 73. Client Satisfaction
  • 74. Tickets by Client and by Type
  • 75. Top Ticket Closer
  • 76. Average Wait Time &amp; Abandon Rate (phone system)
  • 77. Average MRR per client
  • 78. Client Efficiency Index (my favorite)</li></ul>14<br />“A business without a path to profit …is a hobby”<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 79. 15<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 80. #6: Talking With Others<br /><ul><li>“You are not alone”
  • 81. MSP is still a new industry
  • 82. We need to work together
  • 83. Peer Groups are a great forum
  • 84. Quarterly User Group Meetings
  • 85. No one has everything figured out
  • 86. Things change very dynamically</li></ul>16<br />“Meetings: They usually include at least one moron who inevitably gets his turn to waste everyone&apos;s time with nonsense.”<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 87. #7 Making Processes Repeatable<br /><ul><li>Identify repeatable / predictable services
  • 88. Allows you to plan your costs accordingly
  • 89. Allows for focused training for the team
  • 90. Team gets more efficient each time they repeat
  • 91. Eliminate – remove steps in your processes that are not needed or not repeatable
  • 92. Simplify – Make the processes simple for your team and clients to understand
  • 93. Standardize – Develop a standard that works for multiple clients/team members
  • 94. Automate – Limit the resource needs in order to ‘do more with the same or less’</li></ul>17<br />“Work ON your business not IN your business”<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 95. #8: Connecting With our Users<br />18<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 96. #9: Signal versus Noise<br />19<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 97. Blogs<br /><ul><li>Standard form of communication
  • 98. Target clients, prospects, vendors, partners
  • 99. Share the Good News
  • 100. Talk about your processes
  • 101. Educate on technology (i.e. Tips &amp; Tricks)
  • 102. Link back to your blog (Emails &amp; Docs)
  • 103. Read CopyBlogger.com</li></ul>Twitter<br /><ul><li>Broadcast platform to the world
  • 104. Share the company’s personality
  • 105. Be wise who you follow
  • 106. Publish your blog posts
  • 107. Push everyone to your website
  • 108. Learn the rules of the road before jumping in
  • 109. Insert yourself into the conversation</li></ul>20<br />Say Something before You Sell Something<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 110. #10: Reducing Client Confusion<br />21<br />www.brightgauge.com<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 111. Focusing on the Client Experience<br />Happy Clients make all other <br />problems insignificant!!<br />22<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 112. Summary List<br />Reviewing our Resources<br />Reviewing our Offering(s) &amp; Pricing<br />Developing New Offerings<br />Restructuring Our Sales Approach<br />Measuring Our Performance<br />Talking with Others<br />Making Processes Repeatable<br />Connecting with our End Users<br />Saying Something Before We Sell Something<br />Reducing Client Confusion<br />23<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 113. Reference List<br /><ul><li>Reworked &amp; Getting Real by 37 Signals
  • 114. Behind the Cloud by Carlye Adler
  • 115. Delivering Happiness by Tony Hseih
  • 116. E-Myth by Michael Gerber
  • 117. 21 Indispensible Qualities of a Leader
  • 118. The Power Presenter
  • 119. The 29% Solution
  • 120. Leadership in the Era of Economic Uncertainty
  • 121. CopyBlogger.com</li></ul>24<br />Kaseya Connect Conference: May 2nd 2011 <br />
  • 122. Let’s ALL find our ‘Right of Way’<br />Eric Dosal<br />Chief Operating Officer<br />Compuquip Technologies, Inc.<br />edosal@compuquip.com<br />Twitter: @EricDosal<br />Blog : www.compuquip.com/it-services-blog/<br />25<br />Kaseya Connect Conference: May 2nd 2011 <br />

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