Managed IT Service Providers are well-positioned to emerge from the COVID pandemic stronger than ever. It takes discipline and focus. These tips are designed to spark ideas on where MSPs should be focusing to come out of COVID-19 more successful than ever.

1. 4 Ways To Emerge From
COVID-19 Stronger!
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2. Times like this define our future potential.
As our team at GMS works day in and day out supporting hundreds of MSPs across North America, it’s
apparent that everyone is working in overdrive.
Times like these can make us all stronger in the long run, however it’s how you and your team respond in the
face of crisis that will truly impact your future potential.
It may seem like too much to handle at once but now, more than ever, you need to have an intimate handle on
every aspect of your business. You need to empower the future leaders within your organization to question
the status quo; identify areas of friction in your operations, opportunities for efficiencies and profit to sustain
your business. We hope the succinct ideas shared in this eBook will help spark even more greatness within
your business.
In an effort to show our support, GMS has proudly released free and discounted services for the MSP
community. Please visit: gmsliveexpert.com/blog/covid-19. We can and will come out of this stronger than
ever!
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3. 1. There’s no such thing as ‘NOT MY JOB’.
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It should be all hands on deck within your team, which presents both opportunities and unique
challenges.
As your team pitches in to help in areas that they weren’t exposed to before, make it a priority to have
them document (or update the documentation) for whatever it is they are assisting with. A fresh set
of eyes on a process is always a good way to spark innovative thinking and consider whether the
current way of doing things still makes sense.
If a picture is worth a thousand words, then guided screen recordings are worth 10,000! Check out
loom.com for an easy way to say it with video!
Inspire your team to enact change, coach them with frameworks, active listening and guidance along
the way and you just might be pleasantly surprised with the results!

4. 2. Right team, right time, right seat.
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If a crisis isn’t enough to motivate every single member of your team to fight harder than ever, then
you just might have a few folks in the wrong seat.
If the new found cross-department attention on key processes is shedding light on inefficiencies,
duplication of efforts or other surprises; inform yourself of the HR requirements in your region.
Move swiftly to adjust your team accordingly. Now is not the time for you or any member of your
team to focus on the toxic effects of having the wrong person in the wrong seat.
Remind everyone of your company’s core values and give your team the opportunity to step-up with
new or expanded areas of accountability. Dust off that org. chart, your teams objectives and key
results and make sure you’re structured for success!

5. 3. Define your structure. Starting with profit.
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If you’re not an accounting whiz, and haven’t read books like ‘Profit First’ or ‘Simple Numbers, Straight
Talk, Big Profits!’ then this tip is for you!
By starting with your pre-tax profit target (whether it is 10%, 20%, 30% or more), you can work
backwards from your current and modeled out revenue scenarios. Dive into your non-salary costs
and make sure your house is in order there first. Then get a handle on the salary cap your business
can and will be able to afford. If your goal is 20% pre-tax profit and you’re expecting $800,000 in
revenue, then you know what you need to do.
Protecting your customer experience while allowing for scale should be the number one priority; it’s
the only way you can succeed in the long run. Doing so doesn’t mean that you need to add more
people, managers and layers within your structure – whether it is lead generation, sales management
or outsourced help desk and NOC; there are no shortage of ways to get creative.

6. 4. Market your brand. Build Your database.
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In times of economic distress, marketing and advertising are often the first cuts. However, continuing
to build your brand during times like these have been proven to help companies rebound quickly.
Advertising doesn’t have to cost a fortune and now is the perfect time to build your database for
future initiatives.
Logo awareness and ensuring the market understands what you stand for is critical to winning deals.
Major brands are cutting their ad spend, leading to supply side benefits for advertisers. Now is the
perfect time to seize this opportunity with content focused campaigns to build your database.
Put together a white paper, pre-recorded webinar or whatever is easiest for you and launch
Facebook ad campaigns with lifetime budgets to capitalize on this. Your decision makers and
influencers are spending more time online than ever - give them content that will help them
understand their options. Generate leads using one of more of these 5 types of content.

7. AND Dedicated Partner Manager, Customer Success Manager,
+ Live Partner Support Line.
INCLUDES IT GLUE LICENSE! AND SELF SERVE REPORTING!
BI-DIRECTIONAL PSA
COMMUNICATION
24x7
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Outsourced Help Desk & NOC
with GMS Live Expert

8. 20 Years Old. Family run.
24/7 Help Desk + NOC. Phone, Chat, PSA + RMM Driven Support.
130+ employees. Exceptional rep!
100% North American. Pod based teams.
2019= Just under 600k Tickets Handled
93.4% Resolution Rate.
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Quick Background on GMS

9. 130+ Tech’s (Mentors). Level 1/2.
7 years+ avg. tenure. Certifications Galore!
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Your GMS Live Expert Team

10. Maximize Your Profitability
SERVICE DESK PRICING MODELS
• 24/7/365 coverage.
• Phone, chat, email + ticket
assignment
• Covers all named users who
are eligible to contact the
Service Desk + their devices!
• Pricing based on your actual
usage (tickets)
• $3 to $24 per user / month
• OR pre-bought ticket packs
• OR Unlimited HD + NOC (Per
user covering all servers +
workstations)
With Costs in check, you can grow beyond your walls!
A LA CARTE
• Projects – Migrations, mass
upgrades, deployments,
virtualisation..
• We’ve got you covered!
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11. Initiated with signed agreement
• 1-2 days: Introduction to Customer Success Liaison
• 1st week: Set up DID and Live-Chat
• 2nd week: Helpdesk Connector (HDC) configuration commences
• 3rd week: End-user contacts list imported from PSA
• 4th week: Validate Knowledge base, and training on GMS processes.
• 5th week: Checkpoint status update: KB, PSA, HDC, etc.
• 6th week: Confirm Go-Live date and launch
30-45 Day Onboarding & Orientation
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12. • 100% North American-based
• Process and metrics driven
• Maturity with proven methodology
• PSA agnostic
• Dedicated Account Management team: PDM + CSL
What Sets GMS Live Expert Apart
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13. We never envisioned such a seamless integration.
Their Help Desk & NOC technicians are reliable, professional and
consistently display high levels of technical knowledge.
Our expectations have been far exceeded in comparison to previous
experiences with other outsourced/white labeled offerings.
Our partnership with GMS over the last year has assisted in the exponential
growth of our Managed Services client base and we look forward to a
continued collaboration and the future of our relationship.
Joe Consolmagno, integraONE
MSP Partners Us
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14. Drop us a note, sales@globalmentoring.com
or visit gmsliveexpert.com