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IT Nation
Evolve
Q1 2024
Bradley Munday
CEO
Jason Kemsley
CRO
150+ Staff
Channel Only
ISO 27001
ISO 9001
24*7
White-labelled
Helpdesk
NOC
Dedicated
Tech
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
Want to focus more on
Higher Value work
Typical MSP
Helpdesk Team
Projects
Professional Services
Managers
Sales/Account
Management
Finance
Owner/s
Marketing
22 Person MSP
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
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
5 Processes or Automations to
Improve your Helpdesk
Delivering over 15,000 tickets per month
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
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
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
2. Over Communicate
Ticket Arrives
Note is added
To the ticket
Priority =
Critical
Workflow fires to notify
SDM/Account Manager.
Communication with
stakeholder
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
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
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
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
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
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
Q&A

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IT Nation Evolve event 2024 - Quarter 1

  • 2.
  • 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 Want to focus more on Higher Value work
  • 8. Typical MSP Helpdesk Team Projects Professional Services Managers Sales/Account Management Finance Owner/s Marketing 22 Person MSP
  • 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
  • 11. 5 Processes or Automations to Improve your Helpdesk
  • 12. Delivering over 15,000 tickets per month
  • 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
  • 23. Q&A