1. Finding “our” Right of Way Eric Dosal, COO, Compuquip Technologies

3. Vision vs Strategy

4. Top 10 Priorities for Compuquip2 Kaseya Connect Conference: May 2nd 2011

6. Family owned and operated

7. Profitable since inception, no debt

8. HQ in Miami, satellite office in Tampa

9. 80+ full time employees across 3 divisions

10. 46 members in the Infrastructure Group

11. Kaseya partner since April 2006 (originally N-Able)

12. Connectwise partner since Sept 2002 (partner #27)3 Kaseya Connect Conference: May 2nd 2011

14. 2,700 end users opening 2,540 tickets per month

15. 2,900 workstations and 565 servers under mgmt

16. 2,650 NOC Services alerts / tickets per month

17. Over 5,360 total service ticketshandled per month

18. KES, McAfee, zScaler, & i365

19. Average client 50 – 200 end users 4 Kaseya Connect Conference: May 2nd 2011

21. Replaced our CFO with Director of Finance

22. Repackaged existing service offering

23. Restructured our sales approach

24. Added new service offerings around the cloud

25. Narrowed our Integration Project focus

26. Implemented a social media & marketing strategy

27. Focused on efficiency via metrics and KPIs

28. Provided our clients with more transparency5 Kaseya Connect Conference: May 2nd 2011

30. What are the big boys up to? Google, Microsoft, etc.

31. Service Management – Someone to handle the tickets

32. Lead Generation – Where to get more qualified leads

33. Sales Management – Someone to manage the hunters

34. More Time in the Day – Too many meetings and work to do

35. Want More Cash in the Bank6 Kaseya Connect Conference: May 2nd 2011

36. Set Your Vision, Let your Strategy Change 7 Kaseya Connect Conference: May 2nd 2011

37. What’s our Right of Way? 8 Kaseya Connect Conference: May 2nd 2011

38. Top 10 Compuquip Priorities allowing us to focus on Finding “Our” Right of Way 9 Kaseya Connect Conference: May 2nd 2011

40. The right people in the right jobs is awesome

41. Hire people that can do the job with no micro mgmt

42. Hire slow and fire fast

43. Only hire to relieve a pain point

44. Technical – focus on certifications and client service

45. Sales People – need hunters not farmers

46. Everyone else – needs to understand the team goal10 Kaseya Connect Conference: May 2nd 2011

48. What services can’t they live with?

49. Can we price those higher?

50. What services are least used?

51. Can we remove them and reduce cost?

52. Know the costs, how can you price without it?

53. Your clients are willing to pay more11 "A good decision executed quickly beats a brilliant decision implemented slowly" Kaseya Connect Conference: May 2nd 2011

55. Identifying Trends

56. Getting away from the commodity stuff

57. Moving toward IT Strategic Planning

58. Data Center Hosting

59. Offsite Backup

60. Hardware as a Service (still working on it)

61. Hosted / Managed VoIP (in the planning phase)12 “You're better off with a kick-ass half than a half-assed whole” Kaseya Connect Conference: May 2nd 2011

63. Hunter model working solo has failed

64. Can’t justify the high sales pay for managed services

65. 90% of leads come from referral, website, or our CEO

66. Focusing on “Rain Maker” Selling Approach

67. Similar to Accounting Firms & Law Firms

68. Executive to Executive sale to build trust

69. Leveraging cold callers for prospecting13 Kaseya Connect Conference: May 2nd 2011

71. Share metrics with team members

72. Avg Response Time and Avg Time to Resolution

73. Client Satisfaction

74. Tickets by Client and by Type

75. Top Ticket Closer

76. Average Wait Time & Abandon Rate (phone system)

77. Average MRR per client

78. Client Efficiency Index (my favorite)14 “A business without a path to profit …is a hobby” Kaseya Connect Conference: May 2nd 2011

79. 15 Kaseya Connect Conference: May 2nd 2011

81. MSP is still a new industry

82. We need to work together

83. Peer Groups are a great forum

84. Quarterly User Group Meetings

85. No one has everything figured out

86. Things change very dynamically16 “Meetings: They usually include at least one moron who inevitably gets his turn to waste everyone's time with nonsense.” Kaseya Connect Conference: May 2nd 2011

88. Allows you to plan your costs accordingly

89. Allows for focused training for the team

90. Team gets more efficient each time they repeat

91. Eliminate – remove steps in your processes that are not needed or not repeatable

92. Simplify – Make the processes simple for your team and clients to understand

93. Standardize – Develop a standard that works for multiple clients/team members

94. Automate – Limit the resource needs in order to ‘do more with the same or less’17 “Work ON your business not IN your business” Kaseya Connect Conference: May 2nd 2011

95. #8: Connecting With our Users 18 Kaseya Connect Conference: May 2nd 2011

96. #9: Signal versus Noise 19 Kaseya Connect Conference: May 2nd 2011

98. Target clients, prospects, vendors, partners

99. Share the Good News

100. Talk about your processes

101. Educate on technology (i.e. Tips & Tricks)

102. Link back to your blog (Emails & Docs)

104. Share the company’s personality

105. Be wise who you follow

106. Publish your blog posts

107. Push everyone to your website

108. Learn the rules of the road before jumping in

109. Insert yourself into the conversation20 Say Something before You Sell Something Kaseya Connect Conference: May 2nd 2011

110. #10: Reducing Client Confusion 21 www.brightgauge.com Kaseya Connect Conference: May 2nd 2011

111. Focusing on the Client Experience Happy Clients make all other problems insignificant!! 22 Kaseya Connect Conference: May 2nd 2011

112. Summary List Reviewing our Resources Reviewing our Offering(s) & Pricing Developing New Offerings Restructuring Our Sales Approach Measuring Our Performance Talking with Others Making Processes Repeatable Connecting with our End Users Saying Something Before We Sell Something Reducing Client Confusion 23 Kaseya Connect Conference: May 2nd 2011

114. Behind the Cloud by Carlye Adler

115. Delivering Happiness by Tony Hseih

116. E-Myth by Michael Gerber

117. 21 Indispensible Qualities of a Leader

118. The Power Presenter

119. The 29% Solution

120. Leadership in the Era of Economic Uncertainty

121. CopyBlogger.com24 Kaseya Connect Conference: May 2nd 2011

122. Let’s ALL find our ‘Right of Way’ Eric Dosal Chief Operating Officer Compuquip Technologies, Inc. edosal@compuquip.com Twitter: @EricDosal Blog : www.compuquip.com/it-services-blog/ 25 Kaseya Connect Conference: May 2nd 2011