3 ways to optimize it business management

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MSP Manager provides an agile, comprehensive suite of tools to create tickets, schedule technicians and bill customers, giving you a streamlined way to support customers and manage your business. Use MSP Manager to: • Create tickets and assign the best technician in seconds • Organize your service teams • Create account integrated invoices tailored to each customer’s needs • Track your business- see how many customers are being supported, how many billable hours are accumulated • And more! Join Product Marketing Manager Ali Mahmoud for an in-depth look at this great new addition to the SolarWinds N-able product family.

© 2015 N-able Technologies, Inc. All rights reserved. 1
3 ways to optimize
IT business

© 2015 N-able Technologies, Inc. All rights reserved. 2
Ali Mahmoud
Sr Product Marketing Manager
@alimahmoud_
Presented by

© 2015 N-able Technologies, Inc. All rights reserved. 3
Set Goals

© 2015 N-able Technologies, Inc. All rights reserved. 4
You are what you measure

© 2015 N-able Technologies, Inc. All rights reserved. 5
What do you measure?
• Revenue
• Speed / Efficiency
• Customer Satisfaction
• Quality of work
• Teamwork

© 2015 N-able Technologies, Inc. All rights reserved. 6
• Revenue
• Speed / Efficiency
• Customer Satisfaction
• Quality of work
• Teamwork
What do you measure?
Which behavior
are you rewarding?

© 2015 N-able Technologies, Inc. All rights reserved. 7
What are your metrics?
Short Term Long Term
Revenue
Speed/efficiency
Customer satisfaction
Quality of work
Teamwork
?
?
?
?
--
--
--
?--

© 2015 N-able Technologies, Inc. All rights reserved. 8
Make it easy to collect data

© 2015 N-able Technologies, Inc. All rights reserved. 9
Ditch the manual processes

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How are you collecting data
Customer feedback
Technician time
Expenses
Revenue
Peer reviews
Review

© 2015 N-able Technologies, Inc. All rights reserved. 11
Measuring technician performance
Manual process =
Time
Effort
Babysitting
Pain

© 2015 N-able Technologies, Inc. All rights reserved. 12
Make it easy to track time and expenses

© 2015 N-able Technologies, Inc. All rights reserved. 13
Support customers
on the go

© 2015 N-able Technologies, Inc. All rights reserved. 14
Make sure tickets
include billing info

© 2015 N-able Technologies, Inc. All rights reserved. 15
Make it easy to review data

© 2015 N-able Technologies, Inc. All rights reserved. 16
How are you reviewing data
Time
Expenses
Revenue
Feedback
Review

© 2015 N-able Technologies, Inc. All rights reserved. 17
Organize time

© 2015 N-able Technologies, Inc. All rights reserved. 18

© 2015 N-able Technologies, Inc. All rights reserved. 19
Create professional
invoices in minutes

© 2015 N-able Technologies, Inc. All rights reserved. 20
In summary

© 2015 N-able Technologies, Inc. All rights reserved. 21
3 Things
Set goals
Make it easy to collect data
Make it easy to review data

© 2015 N-able Technologies, Inc. All rights reserved. 22
Get started
mspmanager.com

© 2015 N-able Technologies, Inc. All rights reserved. 23
Thank you

© 2015 N-able Technologies, Inc. All rights reserved. 24
The N-ABLE TECHNOLOGIES and N-CENTRAL marks 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.

MSP Manager is cloud-based service management software that helps you support customers and run an effective IT service business. It provides an agile, comprehensive suite of tools to create tickets, schedule technicians and bill customers – for a streamlined way to manage your business. Use MSP Manager to: • Create tickets and assign the best technician in seconds • Organize your service teams • Create account integrated invoices tailored to each customer’s needs • Track your business- see how many customers are being supported, how many billable hours are accumulated • And more! Join Product Marketing Manager Ali Mahmoud and Product Manager Drew Bradford as they introduce this great new addition to the SolarWinds N-able product family.

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Welcome to our remote monitoring & management (RMM) introductory series. In this series we review the fundamentals of delivering managed services. In part one we review the core elements of workstation management including: • Streamlining workstation onboarding (Discovery, patching, AV deployment) • Automating weekly/monthly maintenance • Tips for faster support and how to avoid always using remote control Presented by the N-able team, this is a series you won't want to miss. Register today!

Automation -- Increase Your Customers Without Increasing Headcount

Solarwinds N-able

What if you could take all the repetitive tasks that your technicians handle on a daily basis and put 90% of them on autopilot? Without automation, MSPs are limited to managing a small handful of customers per technician. In this webcast we want to show you how you can automate the majority of your business, allowing each tech to manage up to 3x the number of customers. Join N-able’s Ali Mahmoud and Omar Kahiel for this informative webcast, and in just 30 minutes they will show you: • How putting common tasks on autopilot can drastically reduce your current workload • How automation allows you to support more customers with the same headcount • How the system can log automated tasks as billable hours

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The truth is that your customers don’t care about backup. They care about recovery. In this webinar, backup specialist Christophe Bertrand of Arcserve will talk about on simplifying backup and discuss the key things you need to focus on when providing disaster recovery services to today’s businesses. Join Christophe and the N-able team as we cover: • The impact of downtime on an average business and how to minimize data loss • Taking the complexity out of backup and talking about what matters • How you can measure data protection and meet your SLA

Managed Cloud and the MSP Market

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With the adoption rate of cloud-based services showing no sign of slowing, MSPs need to ensure that they continue to generate revenue and create value. How do you move your customers to a cloud-based service without sacrificing revenue? How do you start, and how do you price and show value when hardware is seemingly out of sight and out of mind? Join Channel Manager David Weeks in a discussion focused on: • How to transition customers to a virtual environment and preserve revenue • The key to selling managed cloud services to reach the maximum addressable market • Demonstrating your value to customers • And more!

The Office 365 Opportunity. Is it right for MSPs?

Solarwinds N-able

Office 365 has been Microsoft’s fastest growing commercial product ever. 2014 revenues for Office as a whole were almost $2.5 billion and Office 365 was more than 10% of that. The remaining 90% leaves a whopping $22 billion SaaS opportunity for resellers to take part in. Join Ali Mahmoud of N-able as we dive into the Office 365 opportunity discussing: • A brief history of Office 365 • The revenue opportunity for resellers • Is this opportunity right for MSPs?

Managing End User Expectations -- The A La Carte Strategy

Solarwinds N-able

N-able is about more than just supplying the MSP industry with the best automation software around. Based on our work with MSPs of all sizes from all corners of the world, we have developed A la Carte pricing designed to help you get the most ROI from your managed services offerings. Join Channel Manager David Weeks as he walks you through our A la Carte pricing model and explains the systematic approach N-able uses to help MSPs build their businesses and increase their revenue. This interactive and engaging webinar will highlight how MSPs around the world have continued to grow their businesses by adding new services that attract new customers.

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