N-able webinar:Build recurring revenue in 45 days
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Providing managed services to your customers is more than just a proven method to retaining your existing customer base. By providing managed services, you create a recurring revenue stream that allows you to proactively plan for the growth of your business. Higher margins and a better business valuation are two of the additional benefits of providing managed services to your customer base. Not just for IT shops anymore, copier companies, Telco’s and VoIP companies are securing their place in their market by adding managed services to their business profile. This session will highlight how VoIP companies all over the world have followed N-able’s systematic approach to cross and up sell existing customers and execute on a new clients acquisition strategy to increase services revenue.
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N-able webinar:Build recurring revenue in 45 days
- 1. 1 How to Build Recurring Revenue in 45 Days with Managed Services VOIP Vertical © 2014 N-able Technologies, Inc. All rights reserved.
- 2. 2 Presented By Sam El-Sayed MSP Manager © 2014 N-able Technologies, Inc. All rights reserved. Sam Maalouf VOIP Account Executive
- 3. 3 N-able Technologies Fast Facts • Solarwinds Company • Channel-Only • 3,000 MSP Customers • 120,000 Managed SMB’s • Offices in North America, Europe, Australia, Singapore • The Leading RMM & Automation Platform for MSPs • Mission Statement: – “To make our Partners the world’s most successful MSPs” • Measured by: – Customer Retention – MSP Recurring Revenue – Customer Growth © 2014 N-able Technologies, Inc. All rights reserved.
- 4. 4 The Managed Services Opportunity Sam El-Sayed MSP Manager © 2014 N-able Technologies, Inc. All rights reserved.
- 5. 5 What’s Fueling our Growth • Technicians love N-central • Most advanced Automation and Cloud Technologies • Unmatched worldwide support • N-able MSP’s are successful in converting SMB’s to Managed Service Contracts • Hybrid and Freemium licensing • On Average 80 SP join N-able monthly © 2014 N-able Technologies, Inc. All rights reserved.
- 6. 6 N-able Success Strategies • Give our Partners unfair competitive advantage • Protect our Partners’ customers from the competition • Give our Partners the ability to create recurring revenue from all customers • Help our Partners grow their business • Increase Partner Profitability © 2014 N-able Technologies, Inc. All rights reserved.
- 7. 7 The Managed Services Opportunity • Managed Services: a perfect solution and transition opportunity • Many have begun the migration to managed services without knowing it • Adding a new recurring revenue stream into the business is very attractive • VoIP businesses have important assets to leverage • VoIP Providers want to add DATA to their portfolios • Avoid competition inside your customers environment and become the sole provider for all their technology needs © 2014 N-able Technologies, Inc. All rights reserved.
- 8. 8 Strengths of VoIP • Size of the current client portfolio • Strength of current customer relationships • Strong solutions sales staff • Strong marketing budget/Lead Generation engine • Excellent reputation; been in business for years typically © 2014 N-able Technologies, Inc. All rights reserved.
- 9. 9 Common Challenges • Technical Gap – Knowledge on Device and Network infrastructure – Hire Network and Device Maintenance and Support Staff • Business Gap – Risk penetrating a new market – Productizing service offerings – Building a business plan, and not a business based on an immediate client need – Falling back to the comfort; VoIP/Telco sales only… – Selling Managed Services agreements © 2014 N-able Technologies, Inc. All rights reserved.
- 10. 10 Common Mistakes to Avoid • Preselling before transforming • Making a decision based on one client rather than a business vision • Making a technical decision rather than a business one • Delaying and losing ground © 2014 N-able Technologies, Inc. All rights reserved.
- 11. 11 What’s Different About N-able © 2014 N-able Technologies, Inc. All rights reserved. Sam Maalouf VOIP Account Executive
- 12. 12 Complete Solution Component Resources Deliverables Business Support • Dedicated Channel Consultant • N-able University • Self-Guided Training • Business Essentials Package • Business On-Boarding • MSP Program Development • MSP in a box • Sales training • PPT, email teasers, Cold Calling Scripts • Sales Presentations • MSP Knowledge Portal • MSP Community • Regular Webinars Technical Support • Dedicated Solution Engineer • Technical Support Desk • Daily Q&A Sessions • Help Desk • Technical On-Boarding • One-on-one support • Weekly Tools Demo • Helpdesk support © 2014 N-able Technologies, Inc. All rights reserved.
- 13. 13 Complete Solution Component Resources Deliverables MSP Resources • MSP Runbook • MSP Playbook • Digital Binder • Live Virtual Helpdesk • Best practices on how to assess, deploy, configure, optimize and report • Execute on optimizing your NOC and Helpdesk • Delivery of Best practices, and Mapping Service levels to Technology • Sales and Marketing material to go to market • Industry leader that can provide you with 24x7 support for NoC & Helpdesk Technology and Tools • N-centralTM • AV DefenderTM • Backup ManagerTM • Report ManagerTM • Patch ManagerTM • Helpdesk ManagerTM • Remote Control Manager | AttendedTM • Advanced Monitoring: PBX, SNMP devices, cisco services • Automation: configure Windows SNMP • Reporting: network assessment report, Firewall Incident Trend report • Remote Control • Managed Antivirus Protection • Managed Backup and Replication • Patch update: windows and third party applications • With over 10,000 end-users, this helpdesk tool is tried tested and true. © 2014 N-able Technologies, Inc. All rights reserved.
- 14. 14 Partner Testimonial “N-central and Automation manager has truly streamlined management processes across our company and the services we offer to our customers. It has a policy creation process so simple a novice can work in it, but tools advanced enough that our IT professionals can truly maintain servers, workstations, and any other networked device. Maintenance is finally a truly background process letting our IT staff focus more on the important issues.” Deontae White Capitol Communications Inc. © 2014 N-able Technologies, Inc. All rights reserved.
- 15. 15 Choosing The Right Platform MONITORING MANAGEMENT AUTOMATION REPORTING REMOTECONTROL INTEGRATION TICKETING MSPTOOLS MSP RESOURCES TECHNICAL SUPPORT BUSINESS SUPPORT CLOUDMANG’T © 2014 N-able Technologies, Inc. All rights reserved.
- 16. 16 Available Remote Control • Direct Connect • Team Viewer • Remote Desktop • SSH • Telnet • Web Console Report Manager NOC Notification Helpdesk Notification Customer B Customer C Deployment & DiscoveryReporting Proactive & Reactive Automation Prompt User then i f else Stop programRun program For/Each Restart service Cloud Technology & Platform Management N-central Architecture © 2014 N-able Technologies, Inc. All rights reserved.
- 17. 17 Integrated Tools Report Manager Report Manager | N-compass Backup Manager Backup Manager CA| Standard Edition Backup Manager CA| Advanced & Virtual Edition Backup Manager CA| Workstation Edition Backup Manager CA | SBS Edition & Replication Security Manager Security Manager | AV Defender Security Manager | Exchange Defender Remote Control Manager Remote Control Manager | Attended MSP Tools Platform Audit Manager Audit Manager | Assessment Audit Manager | Vulnerability Audit Manager | Compliance Audit Manager | Configuration Monitor Cross-platform, servers, workstations, network devices Manage Reactive and proactive management tasks, scheduled tasks, patch management, AV, AS Automation Best practise technician runbook, proactive maintenance Reporting Business and tactical reporting, Drag & drop report customization Mobile Device Manager Patch Manager Windows | 3rd party Help Desk Manager Ticketing | HelpDesk Backup Manager Backup Manager SP| Server Backup Manager SP| Desktop Remote Control Manager Remote Control Manager | N-support Pro Single Pane of Glass MSP Playbook NOC and Helpdesk Methodology © 2014 N-able Technologies, Inc. All rights reserved.
- 18. 18 Services Model TM Block Checklist Fixed Fee Comsumption Gross Profit (%) <10 50 50-75 75> TBD Utilization Rate (%) 50 50 70 90 TBD Operating Income (%) < 1 1-5 5-10 10 - 20 TBD Business Valuation ? .30 1.5 1.5 - 2.8 TBD N-able’s Value Proposition Profitability & Business Valuation Low High High Maturity © 2014 N-able Technologies, Inc. All rights reserved.
- 19. 19 SMB Market Reality • 25% of SMB’s are candidates for advanced service models associated with verticals ‒ Professional Services, Medical , Financial, Manufacturing, Energy • 75% of SMB’s do not want or have the need for managed services instead they want to buy products and services on a monthly basis such as: ‒ Anti-virus, Patch, Anti-spam, Backup, Assessments, Migrations, Hours, Projects 75% 25% © 2014 N-able Technologies, Inc. All rights reserved.
- 20. 20 SMB Alignment Strategy Essential Licenses Professional Licenses ESSENTIAL LICENSE Light Monitoring (Scan Frequency) Management Agent Status (15 minutes) Remote Control Connectivity (15 minutes) Generic TCP (15 minutes) DNS & SMTP (15 minutes) Windows Security Center (4 hours) Admin Features Patch (4 hours) Alerts & Notifications CPU (4 hours) Reporting Disk (4 hours) Memory (4 hours) Add on Tools Asset Information (4 hours) Patch Manager (3rd party + windows) Mobile Manager Warranty lookup AV Defender Backup Manager Monitoring Deep (Scan Frequency) Management Agent Status (5 minutes) Patch Windows Connectivity (5 minutes) Scheduled Scripts Generic TCP (5 minutes) Self-Healing CPU (5 minutes) Automation Manager Disk (5 minutes) Software Distribution Memory (5 minutes) Remote Control SNMP (5 minutes) - Remote Support Manager DNS & SMTP (5 minutes) Asset Information (5 minutes) Windows Security Center (5 minutes) Admin Features Event Log (5 minutes) Alerts & Notifications Traffic (5 minutes) Reporting Windows Services (5 minutes) Add on Tools Application Monitoring (5 minutes) Patch Manager (3rd party) Warranty Lookup Mobile Manager Patch (4 hours) AV Defender Backup Manager PROFESSIONAL LICENSE © 2014 N-able Technologies, Inc. All rights reserved.
- 21. 21 Nodes 250 500 1000 2500 Desktops 200 400 800 2000 Servers 25 50 100 250 Network 25 50 100 250 Average MSP has 100 to 200 customers in in their database Average SMB = 20 Employees • 20 Desktops| 100% • 2 Servers | 10% • 2 Network | 10% 25% | Proactive or Managed Successful MSP ProgramsFully ManagedProactiveEssential A La Carte Server - $100 • Advanced Performance Monitoring • Key Application Maintenance • Scheduled Preventative Maintenance • License & Asset Management • Managed Anti-Virus • Managed Backup • Additional Support Billed at T&M Rates Network - $25 • Quarterly Network Health Review • Firewall Management & Maintenance • Router Monitoring • Switch Monitoring • Additional Support Billed at T&M Rates Workstation - $20 • Availability Monitoring • OS & 3rd Party Patch Management • Scheduled Preventative Maintenance • Managed Anti-Virus • Hosted Anti-Spam $650/month $32.50/user/month Proactive Options • Hosted Backup - $70 + $0.75/GB • Managed Mobile - $5/device • Managed Compliance - $4/IP Server - $250 • Advanced Performance Monitoring • Configuration Management • Key Application Maintenance • OS & 3rd Party Patch Management • Real Time Server Optimization • Scheduled Preventative Maintenance • License & Asset Management • Managed Anti-Virus • Managed Backup • Managed Audit • Unlimited Remote & Onsite support Network - $65 • Firewall Management & Maintenance • Router Monitoring • Switch Monitoring • Unlimited Remote & Onsite support • Monthly Network Health Review Workstation - $60 • Advanced Performance Monitoring • Configuration Management & Enforcement • OS & 3rd Party Patch Management • Real Time Workstation Optimization • Scheduled Preventative Maintenance • Managed Anti-Virus • Hosted Anti-Spam $1830/month $91.50/user/month Managed Options • Hosted Backup - $70 + $0.75/GB • Managed Mobile - $5/device Supplemental Services Billable Services - $100-$150/hour • End-user support (Helpdesk) • Onsite & Remote Support • Moves, adds, changes • Project Planning • Upgrades & Hardware • After hours Support Billable Services - $100-$150/hour • Project Planning • Upgrades & Hardware Billable Services - $100-$150/hour • End-user support (Helpdesk) • Onsite & Remote Support • Moves, adds, changes • Project Planning • Upgrades & Hardware • After hours Support Essential IT Support – Free • Light Monitoring • Asset/Software/Hardware Reporting • Branded Sys-tray Icon • Remote Control Managed Anti-Virus - $3/device • Integrated AV deployment • AV Monitoring • AV Updates • Threat/Status Reporting Managed Patch - $3/device • Windows Patch Management • 3rd Party Patch Management • Patch Reporting Managed Backup - $100-$150/server • Integrated Backup Deployment • Backup Management & Monitoring • Capacity/Status Reporting Hosted Backup - $40 + $TBD/GB • Offsite storage to a secure datacenter Managed Mobile - $5/device • Mobile management, support & reporting Managed Compliance - $4/IP • Monthly Vulnerability/Compliance reporting $50 - $250/month Advanced Performance Monitoring • CPU • Disk Space • Disk Queue Length • Memory • Patch Status • Connectivity Automated Preventative Maintenance • Check Disk • Defragment • Delete Temporary Files • Firmware Updates • Remote Access Enabled • Sync time with Domain ControllerAutomated Preventative Maintenance • Check Disk • Defragment • Delete Temporary Files • Firmware Updates • Remote Access Enabled • Sync time with Domain Controller Advanced Performance Monitoring • CPU • Disk Space • Disk Queue Length • Memory • Patch Status • Connectivity Cloud ASP • Custom Dashboard Access • Performance Reporting • Attended & Unattended Remote Control • Advanced Performance Monitoring $20/Server $8/Network $5/Desktop Managed Monitoring • 24/7 Monitoring NOC & Triage of alerts and notifications • Automated Maintenance & Remediation • Performance & Strategic Reporting • Access to MSP support as needed $250/Server $150/Network Outsourced Helpdesk • 24/7 remote support services for end users $25/User Project Support • Engineering support to assist with the planning, implementation, or support of a new project $150/Hour Custom Services • Customized Solutions to meet customers’ needs and business requirements Per engagement Managed Cloud Services Cloud Services • Virtual Online Workplace • Application Management • Microsoft Office Suite • Hosted Exchange • Backup & Disaster Recovery • Secure Cloud Storage • Mobile Device Access $199/user/month OnPremise Services • Workstation & Infrastructure Management • Managed Anti-Virus • Unlimited Remote & Onsite support • Guaranteed Service Levels Cloud Services Options • Managed Mobile $5/device Program Elements Included Services Program Pricing Reactive Maintenance Access to the support desk Unlimited Support hours included TBD Monitored Systems Access to the support desk Unlimited Support hours included Monitoring of all phones and servers TBD Proactive Maintenance Access to the support desk Unlimited Support hours included Monitoring of all phones and servers Monthly routine maintenance designed to reduce the likelihood and frequency of issues TBD VoIP Maintenance Plan © 2014 N-able Technologies, Inc. All rights reserved.
- 22. 22 ASSESS • Review of • Current Situation • Plan New MSP Strategy • MSP Strategy Document PLAN • Program Review • Pricing Review • Program Portfolio & Pricing Methodology IMPLEMENT • Sales & Marketing Support • Documented Sales Plan • Customized Marketing Materials Onboarding | Channel Sales Blueprint for Success Unmatched Business Support © 2014 N-able Technologies, Inc. All rights reserved.
- 23. 23 Digital Binder MSP RunBook MSP Playbook Unmatched MSP Resources © 2014 N-able Technologies, Inc. All rights reserved.
- 24. 24 Support DeskOnboarding | Solution Engineer Daily Technical Access Unmatched Technical Support © 2014 N-able Technologies, Inc. All rights reserved.
- 25. 25 Getting Started Special VOIP Program Business Support - Onboarding | Channel Manager - Blueprint for Success | Dedicated MSP Coach Technical Support - Onboarding |Solution Engineer - Support Desk -Daily Technical Access Resources - Digital Binder - MSP Runbook - MSP Playbook Technology - Professional: 75 servers, 75 network devices, 25 desktops - Essentials & Anti-virus: 1,000 each - Report Manager Help Desk Manager: 2 seats © 2014 N-able Technologies, Inc. All rights reserved.
- 26. 26 Next Steps • Schedule TECHNICAL discussion to – Drive efficiencies through Automation – Increase utilization rate – Increase profitability • Schedule BUSINESS discussion to – Build MSP programs – Align SMB requirements – Build recurring revenue • Partner with a company that aligns and invests in your business and your customers © 2014 N-able Technologies, Inc. All rights reserved.
- 27. 27 Thank you © 2014 N-able Technologies, Inc. All rights reserved. Want to learn more: smaalouf@n-able.comSam Maalouf VOIP Account Executive
- 28. 28 Legal Information The N-able Technologies and N-central trademarks are the exclusive property of N-able Technologies, Inc. and its affiliates, are registered with the U.S. Patent and Trademark Office and the Canadian Intellectual Property Office, and may be registered or pending registration in other countries. All other N-able trademarks, service marks, and logos may be common law marks, registered or pending registration in the United States, Canada, or in other countries. All other trademarks mentioned herein are used for identification purposes only and may be or are trademarks or registered trademarks of their respective companies. © 2013 N-able Technologies, Inc. All rights reserved. © 2014 N-able Technologies, Inc. All rights reserved.