7. 5 Reasons MSPs Engage
1. Current NOC or Helpdesk service is under-performing
2. Need to add 24*7 to their offering
3. Want to focus more on Higher Value work
4. Would like to introduce a safety net to their Operations
5. Currently unable to recruit/attract/retain staff OR are looking for cost savings
9. New Breed of MSP
Projects
Professional Services
vCIO
Owner
Sales
Account Management
Trusted Partners
Finance Marketing
Helpdesk
=
1. Agility
2. Scalable both up and
down
3. Clearer finance
4. Increased customer
engagement
5. Reduced Churn due to
positioning
10. Data from Kaseya/Canalys/Connectwise from 2023
Average MSP grows
12.5% last year
Average MSP churns
7% of customer base each year
Average MSP grows
21.3% last year
Average MSP churned
2.6% last year
Based on Uptime data from 2023
New Breed MSP
13. 1. Prevent Over Worked Tickets
What are we fixing and why?
Stop an engineer from holding onto a ticket longer than they
need to.
- Quicker Resolution Times
- Right Person on the Right Ticket
- Allows for mentoring and development
14. 1. Prevent Over Worked Tickets
Ticket Arrives
Worked Time
Exceeds 30 minutes
1st Line
Engineer Picks
Ticket Up
Workflow fires to
notify SDM/2nd Line
Engineer
15. What are we fixing and why?
Ensure ticket contact AND stakeholders are communicated
with, by ensuring right people internally are aware.
- Improved customer satisfaction
- Improve customer retention
- Typically speeds up resolution time
2. Over Communicate
16. 2. Over Communicate
Ticket Arrives
Note is added
To the ticket
Priority =
Critical
Workflow fires to notify
SDM/Account Manager.
Communication with
stakeholder
17. What are we fixing and why?
Reducing lost revenue on tickets or items that are not
included in service offering.
- Increase revenue
- Stop working on the wrong things
- Increasing awareness internally
3. Chargeable Ticket Approval
18. 3. Chargeable Ticket Approval
Ticket
category/type
becomes a
billable task
Engineer associates
a work type rather
than billable or not?
Automated Note is inserted
asking if charges have been
approved/signed off
Trigger email to account
managers/customer requesting
charges to be approved
Status moved to Pending
Authorisation
19. What are we fixing and why?
Preventing lost idle time between tickets as well as improving
follow up accuracy.
- Gain more time from engineers
- Increased ticket capacity for engineers
- Reduces idle time
4. Automated Ticket Follow Up
20. 4. Automated Ticket Follow Up
Ticket is
Awaiting
Customer OR
On Hold
Last Activity was 24
Hours or more
Email to Customer asking if the
issue is fixed or if they need
further assistance
Picks from 50 templates, to
ensure it doesn’t seem robotic or
automated
21. What are we fixing and why?
Improve training plan for staff as well as understanding your
flow of tickets and the routes they take.
- Improved employee retention
- Faster ticket resolution
- Identify gaps in skillset far quicker
5. Tracking escalations
22. 5. Tracking escalations
1st line
engineer
needs to
escalate a
ticket for O365
Workflow populates
a hidden UDF field
with engineer name. 2nd line engineer
resolves ticket
Data collected for
which engineers are
escalating and what
type of tickets they
are escalating
Targeted training to build
skillset in engineer that
escalated
