7 Keys to MSP Success

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The document outlines 7 keys to managed service provider (MSP) success when scaling a business. The keys are: 1) having a strategic plan with SMART goals, 2) thoroughly understanding customers, 3) providing flexible yet structured service offerings, 4) using research-driven pricing approaches, 5) establishing documented internal processes, 6) implementing proactive sales processes, and 7) utilizing integrated technology tools to automate services. The presentation provides details on each key and emphasizes the importance of having repeatable processes and an integrated platform to scale efficiently while maintaining service quality and profitability.

Technology

7 Keys to MSP Success
How great MSPs scale their business
© 2014 N-able Technologies, Inc. All rights reserved.

Presented By
© 2014 N-able Technologies, Inc. All rights reserved.
Ali Mahmoud
Product Marketing
@alimahmoud_
Robert Jussup MBA
Channel Sales Specialist

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Ask questions at any time
© 2014 N-able Technologies, Inc. All rights reserved.

7 Keys to MSP Success
1. Have a plan
2. Know thy customer
3. Flexible offering
4. Researched pricing
5. Documented processes
6. Proactive sales
7. The right tools
© 2014 N-able Technologies, Inc. All rights reserved.

Key #1: Have a plan with SMART goals
© 2014 N-able Technologies, Inc. All rights reserved.

Specific – ‘6 new clients, $25000 in revenue…
Measurable – 1 net new in Q1, 2 Q2, 3 Q3…
Attainable – It’s Dec 2014, this is a 1 year plan…
Realistic – I have 2 FT employees and myself…
Timed – N Central® is up and running, Lead Gen
program deployed, etc...’
© 2014 N-able Technologies, Inc. All rights reserved.
Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7
Smart Goals

Key #2: Know thy Customer
© 2014 N-able Technologies, Inc. All rights reserved.

What Verticals are you in? Are you specific?
© 2014 N-able Technologies, Inc. All rights reserved.
Vertical
Retail Finance Healthcare Law etc
Horizontal
A
B
C
A
B
C
A
B
C
A
B
C
A
B
C
Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7

What services are you
trying to push?
© 2014 N-able Technologies, Inc. All rights reserved.
Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7

What do your current clients consume?
© 2014 N-able Technologies, Inc. All rights reserved.
A la carte Packaged
Managed Antivirus
Managed Patch
Managed Backup
Managed Mobile
Managed Server
Managed Network
Managed Workstation
Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7

Key #3: Provide Structured but Flexible
Service Offerings
© 2014 N-able Technologies, Inc. All rights reserved.

Reactive vs Managed IT Mentality
Reactive Managed
© 2014 N-able Technologies, Inc. All rights reserved.
Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7

Reactive mindset
• Price sensitive
• IT is a necessary evil
• No fixed IT budget
Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7
© 2014 N-able Technologies, Inc. All rights reserved.

Proactive mindset
• Value Sensitive
• IT critical to operations
• Fixed budget
Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7
© 2014 N-able Technologies, Inc. All rights reserved.

Fit your solution to the customer,
don’t force what works for you
© 2014 N-able Technologies, Inc. All rights reserved.
Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7

Key #4: Research-Driven Pricing
© 2014 N-able Technologies, Inc. All rights reserved.

Research-Driven Pricing
© 2014 N-able Technologies, Inc. All rights reserved.
Customer interviews Research Study the competition
Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7

Market Segmentation
© 2014 N-able Technologies, Inc. All rights reserved.
Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7

Research-Driven Pricing
© 2014 N-able Technologies, Inc. All rights reserved.
Price Driven Value Driven
Low margin
Requires ultra-low costs
Strong processes
Cookie-cutter offering
High margin
Skilled technicians
Process when necessary
Flexible offering
Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7

Key #5: Have Documented &
Repeatable Internal Processes
© 2014 N-able Technologies, Inc. All rights reserved.

Secret to scaling is repeatability
© 2014 N-able Technologies, Inc. All rights reserved.
Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7

Key #6: Have a Proactive Sales Process
© 2014 N-able Technologies, Inc. All rights reserved.

Have a Proactive Sales Process
© 2014 N-able Technologies, Inc. All rights reserved.
Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7

Key #7: Use the Right Tools
© 2014 N-able Technologies, Inc. All rights reserved.

Ad-hoc solutions will erode margins
© 2014 N-able Technologies, Inc. All rights reserved.
Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7
Multiple tools to learn & manage

Ad-hoc solutions will erode margins
© 2014 N-able Technologies, Inc. All rights reserved.
Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7
Single tool to learn and manage

Integration is the path to profits
© 2014 N-able Technologies, Inc. All rights reserved.
Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7
Help DeskAutomation
Antivirus
Monitoring
Backup
PSA

Have room to grow
© 2014 N-able Technologies, Inc. All rights reserved.
Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7

Provide Great Service
Automation
Manager
Help Desk
Manager
Report
Manager
Remote
Control
Manager
Build Recurring Revenue
Security
Manager
Backup
Manager
Patch
Manager
Audit
Manager
Mobile
Manager
N-central® RMM
An MSP’s complete toolkit
© 2014 N-able Technologies, Inc. All rights reserved.

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.

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Ticket management and tracking billable hours is time consuming for many managed service businesses. We’ve made the job easier with N-central 10 and our deepest Autotask integration yet. Join us as we review: • Setting up your Autotask integration with N-central (including billing profiles) • How to access & update tickets within N-central • Automatically creating & updating PSA Tickets based on actions taken in N-central

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Despite the constant stream of drama-filled news about the latest security exploits, many businesses lag behind in making investments in patch management. Whether the mindset is “Windows updates itself” or “we’ll deal with problems as they occur” – many have yet to invest in a regular patch management program. Explaining patch management is not only necessary but is in fact vital to business productivity and continuity. Join N-able’s Scott Parker for some great data and hard numbers on patch management and some tips on how to get your customers on a regular patch management program. They will cover: • How to position patch management (and deal with common objections) • Where are the missing patches? • What are the consequences of unpatched systems?

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Ticket management and tracking billable hours is time consuming for many managed service businesses. We’ve made the job easier with N-central 10 and our deepest ConnectWise integration yet. Join us on June 17th where we will review: • Setting up your ConnectWise integration with N-central (including billing profiles) • How to access & update tickets within N-central • Automatically creating & updating PSA Tickets based on actions taken in N-central

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75% of SMBs purchasing IT services do so reactively, forcing you to wait for their business. This webinar will show you how to proactively monitor these customer’s networks at no cost and generate reports- a strategy that builds recurring revenue from reactive customers. Join Scott Parker and Somya Bahadur for this 30 minute presentation and learn about: • Using free licenses to collect information about a reactive customer’s network • Using discovery reports to identify upsell opportunities (Backup, AV, Patch) • Using business reports to build trust with reactive customer and win more business

RMM 101 part 3 -- analysis and reporting

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How can you consistently update your customers on your management without adding to your workload? In part three of our intro to remote monitoring and management we explore numerous areas of RMM reporting, making the distinction between good technical data for you and business reports for your customers: • Dashboards –Good for quickly troubleshooting an individual device • Analytics – Discover trends across devices and react accordingly • Customer reporting – Providing the information customers care about

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Maintaining a customer’s critical equipment consumes the majority of an MSP’s time. In this webinar we will provide some tips to help you save time and avoid major issues. In part two of our intro to remote monitoring and management series, we review best practices for managing servers and network devices: • Monitoring best practices (Exchange, database, etc) • Automating preventative maintenance to decrease the number of support issues • Configuring notifications and ticket escalations to ensure issues are resolved quickly

RMM 101 -- Workstation Management

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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

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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

N-able and Arcserve® talk Backup and Recovery

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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!

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7 Keys to MSP Success

3. Webinar FAQ 40min presentation Q&A Copies will be emailed and posted online Audio is only available via phone: • North America Toll-Free: 1-866-398-2885 • International Toll-Free: Ask moderator • Access Code: 909 169 4223 Ask questions at any time © 2014 N-able Technologies, Inc. All rights reserved.

4. 7 Keys to MSP Success 1. Have a plan 2. Know thy customer 3. Flexible offering 4. Researched pricing 5. Documented processes 6. Proactive sales 7. The right tools © 2014 N-able Technologies, Inc. All rights reserved.

6. Specific – ‘6 new clients, $25000 in revenue… Measurable – 1 net new in Q1, 2 Q2, 3 Q3… Attainable – It’s Dec 2014, this is a 1 year plan… Realistic – I have 2 FT employees and myself… Timed – N Central® is up and running, Lead Gen program deployed, etc...’ © 2014 N-able Technologies, Inc. All rights reserved. Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7 Smart Goals

8. What Verticals are you in? Are you specific? © 2014 N-able Technologies, Inc. All rights reserved. Vertical Retail Finance Healthcare Law etc Horizontal A B C A B C A B C A B C A B C Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7

10. What do your current clients consume? © 2014 N-able Technologies, Inc. All rights reserved. A la carte Packaged Managed Antivirus Managed Patch Managed Backup Managed Mobile Managed Server Managed Network Managed Workstation Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7

19. Research-Driven Pricing © 2014 N-able Technologies, Inc. All rights reserved. Price Driven Value Driven Low margin Requires ultra-low costs Strong processes Cookie-cutter offering High margin Skilled technicians Process when necessary Flexible offering Key #1 Key #2 Key #3 Key #4 Key #5 Key #6 Key #7

29. Provide Great Service Automation Manager Help Desk Manager Report Manager Remote Control Manager Build Recurring Revenue Security Manager Backup Manager Patch Manager Audit Manager Mobile Manager N-central® RMM An MSP’s complete toolkit © 2014 N-able Technologies, Inc. All rights reserved.

30. 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.

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