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

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

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