Effective Service Delivery - Streamlining Your Workflows
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The document outlines strategies for effective service delivery, emphasizing the importance of workflow optimization and measurable success in client management. It includes staff utilization goals, financial targets, and various operational tactics to enhance productivity and communication. Key concepts such as Kaizen and regular performance reviews are highlighted to encourage continuous improvement in service processes.
Effective Service Delivery - Streamlining Your Workflows
- 1. Effective Service Delivery: Streamlining Your Workflows Squish the cyber-slacking-staffers, crush the costly clients, and establish your path to measurable success. THOMAS CLANCY, JR AUTOTASK CCP
- 2. Who is @ClancyJr? • Autotask CCP • Founder: – Valiant Technology – 4th Bin – Valiant Cloud
- 3. Objectives • Know the right Questions to ask • Know how to find the Answers • Create Strategies for improvement • WORKBOOK LINK: www.whatever.com
- 4. Kaizen • Plan • Do • Check • Adjust
- 5. Staff: TIME • Utilization Rate – 75% minimum (122 per month, 1460 per year) – 80% goal (130 per month, 1560 per year) – 90% bonus! (146 per month, 1750 per year) • % of Tracked : Missing • % of Client : Internal (ideal 36hrs/90%) (ideal 32hrs/90%)
- 6. Staff: COST • Basic Burden – Hourly rate ($10k annum = $5 hourly) – +25% Taxes/Bennies • Fully Loaded Burden – All fixed expenses (all salaries, rent, auto, electric, insurance) – Divide across TECHS & Offset by Util. Rate
- 7. Staff: REVENUE • Fiscal Goal for 2014? 2015? • Is That Possible? Realistic? – Current MRR * 12 = ? – MRR Increase rate? – MRR Annualized Increase? – Pro Services as % of MRR? – Hardware Sales as % of MRR?
- 8. Staff Autotask Strategies (1) • Knowledgebase: Rewards for new articles. • Workflow Rules: – If idle for 12 hours alert dispatcher & acct mgr. – If idle with status “Waiting Customer” for 24, alert client, 48 hours, close ticket! – If Complete, send note WITH SURVEY! – General: If status = “whatever”, relocate queue, alert, change status, start timer
- 9. Staff Autotask Strategies (2) • Templates (Favorites/Speed Codes): – Enter time, put in notes and TRIGGER WFR – Use as checklist solution – Track Travel Time/Apply Flat Rates • Notifications: – New ticket, work done, finished=survey
- 10. Staff Autotask Strategies (3) • Regular Time: be granular • Misc = Alert to boss, then categorize. • Track Internal dev work for You as Client
- 11. Clients: TIME • # Reactive Tickets – Per endpoint (use RMM results) – Per person (use AT contacts as a guide) • # Proactive Tickets • # Change Orders
- 12. Clients: $$$ • MRR Profit= MRR – ((Time x Burden)1.1) • Ratio of Project Rev : MRR • Keep AISP over $100
- 13. Client Autotask Strategies • Associate Ticket with Contact and Asset • Post-mortem every Project (twice) • Weekly Live Report of All Tickets
- 14. Client Operational Strategies • QHR with Client – What we’ve done for you lately – What’s next for your business – What is expiring/aging out this quarter – How you stack up to standards – What our plan is for next quarter
- 15. General Strategies • FREQUENT REVIEWS! – Daily Download (boss report, mgr. huddle) – Weekly Workload – Monthly Metrics • Sales, Acct Mgr, Projects, Service Desk, $$$
- 16. Remember!!! • Do the Math • Face The Facts • Be dedicated to improvement -whatever your #’s are, make them better • That’s Kaizen! • Smart Step Program – Hire me @clancyjr – Hire another CCP (bit.ly/1nesaBl)