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How We Turned Office 365 From A 
Threat To An Opportunity 
Dan Scott 
Service Delivery Manager 
22nd September 2014
Quite a rarity…
How We Turned Office 365 From A Threat 
To An Opportunity
Complete I.T. 
• Founded: 1992 
• Offices: 7 
• Team Members: 110 
• Clients: 370 
• Turnover: £10 Million 
Nottingham 
Peterborough 
Oxford 
High Wycombe 
London 
Bristol 
Swindon
• September 2013 
• Active Clients: 80 
• Active Seats: 6000
Agenda 
1. Recurring revenue products and their importance 
in IT Managed Services. 
2. Office 365 and Complete I.T. 
3. IT MSP Businesses in a world without tin.
Recurring revenue products and their 
importance in Managed IT Services.
Client Growth 
 Increased revenue 
 Client Retention 
 Just MS is not enough
Office 365 and Complete I.T.
SBS Retirement 
• Catalyst for us to change 
• Could have be viewed as SME channel ‘betrayal’ 
• OR – An opportunity to introduce our clients to products 
and services with functionality that was previously out of 
reach and is a new line of recurring revenue.
Opportunity 
vs
Office 365 Opportunities 
• It’s new, it’s recurring revenue and it’s a talking point! 
• Accessible – easy, manageable monthly payments. 
• Feature rich - Exchange, SharePoint, Lync, Yammer, OneDrive for 
Business, Office 2013 
• New Opportunities - We have replaced a large proportion of our 
outstanding SBS2003 estate – Office 365 was the driver. 
• Hybrid deployment with Server 2012 – there’s still on premise kit! 
• Flexibility and elasticity of a SaaS Product 
• You own your clients
Vendor Engagement 
• CIT is a people and communications company – clients and suppliers. 
• Vendor engagement – be a partner, not just a customer. 
• We view Office 365 in the same way as GFI MAX – it’s not just a product 
we buy, it’s an integral part of out business that we invest time in 
• Working in partnership with Microsoft we have: 
– Held staff training and a client event at Microsoft HQ 
– Run joint programmes for Marketing and Business Development 
– Worked together to the benefit of both businesses
Jimmy’s Iced Coffee 
• Referred to us by Microsoft 
• Funded by Microsoft 
• Licensing Revenue 
• Project Revenue 
• Support Contract 
• £0 cost of conquest 
Office 365 = Opportunity
What’s most Appropriate? 
• Whatever solution is most 
appropriate for the 
clients business. 
• One solution never fits all. 
• Always listen, learn and 
adapt.
IT MSP Businesses in a world without tin.
Evolution
Stages 
PAYG MSP 
??? 
• Turned Up 
• Did a job 
• Got Paid 
• Contracts 
• Recurring Revenue 
• No boom and bust 
CSB 
• Recurring XaaS 
• One off projects 
• Consultancy 
• Different means, 
same end
Cloud Services Broker 
DC 
App, 
File, 
Print 
Mail 
Cloud 
IaaS 
LOB 
App 
PaaS 
App 
SaaS
Time for a change 
12 
10 
8 
6 
4 
2 
0 
Pay-As-You-Go vs. Managed Services Recurring 
JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC 
PAYG MSP
Hardware vs. Services 
Sales 
Recurring, dependable 
revenue stream 
Unpredictable, one-off 
Contract HW/SW Service Project
Effect of Office 365 
• We trade in the great month of a new server project (That we ,may never 
get again anyway!) 
• Instead we add to our recurring revenues and still receive the one off 
migration project. 
• We have won clients because other MSP’s either won’t offer Office 365 as 
an option (The client has heard about it). Or because implementation or 
support has been poor.
All Change…

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How we turned Office 365 from a threat to an opportunity- Dan Scott

  • 1. How We Turned Office 365 From A Threat To An Opportunity Dan Scott Service Delivery Manager 22nd September 2014
  • 3. How We Turned Office 365 From A Threat To An Opportunity
  • 4. Complete I.T. • Founded: 1992 • Offices: 7 • Team Members: 110 • Clients: 370 • Turnover: £10 Million Nottingham Peterborough Oxford High Wycombe London Bristol Swindon
  • 5. • September 2013 • Active Clients: 80 • Active Seats: 6000
  • 6. Agenda 1. Recurring revenue products and their importance in IT Managed Services. 2. Office 365 and Complete I.T. 3. IT MSP Businesses in a world without tin.
  • 7. Recurring revenue products and their importance in Managed IT Services.
  • 8.
  • 9. Client Growth  Increased revenue  Client Retention  Just MS is not enough
  • 10. Office 365 and Complete I.T.
  • 11. SBS Retirement • Catalyst for us to change • Could have be viewed as SME channel ‘betrayal’ • OR – An opportunity to introduce our clients to products and services with functionality that was previously out of reach and is a new line of recurring revenue.
  • 13. Office 365 Opportunities • It’s new, it’s recurring revenue and it’s a talking point! • Accessible – easy, manageable monthly payments. • Feature rich - Exchange, SharePoint, Lync, Yammer, OneDrive for Business, Office 2013 • New Opportunities - We have replaced a large proportion of our outstanding SBS2003 estate – Office 365 was the driver. • Hybrid deployment with Server 2012 – there’s still on premise kit! • Flexibility and elasticity of a SaaS Product • You own your clients
  • 14. Vendor Engagement • CIT is a people and communications company – clients and suppliers. • Vendor engagement – be a partner, not just a customer. • We view Office 365 in the same way as GFI MAX – it’s not just a product we buy, it’s an integral part of out business that we invest time in • Working in partnership with Microsoft we have: – Held staff training and a client event at Microsoft HQ – Run joint programmes for Marketing and Business Development – Worked together to the benefit of both businesses
  • 15. Jimmy’s Iced Coffee • Referred to us by Microsoft • Funded by Microsoft • Licensing Revenue • Project Revenue • Support Contract • £0 cost of conquest Office 365 = Opportunity
  • 16. What’s most Appropriate? • Whatever solution is most appropriate for the clients business. • One solution never fits all. • Always listen, learn and adapt.
  • 17. IT MSP Businesses in a world without tin.
  • 19. Stages PAYG MSP ??? • Turned Up • Did a job • Got Paid • Contracts • Recurring Revenue • No boom and bust CSB • Recurring XaaS • One off projects • Consultancy • Different means, same end
  • 20. Cloud Services Broker DC App, File, Print Mail Cloud IaaS LOB App PaaS App SaaS
  • 21. Time for a change 12 10 8 6 4 2 0 Pay-As-You-Go vs. Managed Services Recurring JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC PAYG MSP
  • 22. Hardware vs. Services Sales Recurring, dependable revenue stream Unpredictable, one-off Contract HW/SW Service Project
  • 23. Effect of Office 365 • We trade in the great month of a new server project (That we ,may never get again anyway!) • Instead we add to our recurring revenues and still receive the one off migration project. • We have won clients because other MSP’s either won’t offer Office 365 as an option (The client has heard about it). Or because implementation or support has been poor.

Editor's Notes

  1. Some of which aren’t directly about Office 365 but re-affirm why to our business the service is not a threat.
  2. A great many in our sector lament the loss of SBS – but in terms of opportunity we like to look at the additional opportunity that Office 365 gives us. Another box – a bit newer than the one you’ve already got, that will do what the last one did but hopefully faster and more reliably. Vs The features and functionality you already have, only better and delivered to a level of reliability you could not afford along with N new exciting ways to communicate and collaborate that delivery value to your business. And for us as MSP’s we generally don’t replace the tin entirely (More on that later) so there’s still an on-site element to manage and support.
  3. We’re the glue that makes all these services work. We still have a high margin MSP contract.