Kaseya Connect 2011 - Auditing Your MSP in Realtime (Compuquip)
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The document discusses Compuquip Technologies' top 10 priorities to focus on finding their "right of way". The priorities include reviewing resources and offerings, developing new offerings like hosted services, restructuring sales, measuring performance, improving processes, connecting with users, using blogs and social media, and reducing client confusion. The goals are to strengthen the company and client experience.
Kaseya Connect 2011 - Auditing Your MSP in Realtime (Compuquip)
- 1. Finding “our” Right of WayEric Dosal, COO, Compuquip Technologies
- 4. Top 10 Priorities for Compuquip2Kaseya Connect Conference: May 2nd 2011
- 5. Compuquip Overview30+ years in business in South Florida
- 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)3Kaseya Connect Conference: May 2nd 2011
- 13. Compuquip By the Numbers35+ clients across 13 states in over 115 locations
- 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 4Kaseya Connect Conference: May 2nd 2011
- 20. Been A Roller Coaster for 2 YearsHired 2 new Service Managers & 15 Engineers
- 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 transparency5Kaseya Connect Conference: May 2nd 2011
- 29. Current MSP ChallengesDeveloping a Cloud Computing Strategy
- 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 Bank6Kaseya Connect Conference: May 2nd 2011
- 36. Set Your Vision, Let your Strategy Change7Kaseya Connect Conference: May 2nd 2011
- 37. What’s our Right of Way?8Kaseya Connect Conference: May 2nd 2011
- 38. Top 10 Compuquip Prioritiesallowing us to focus on Finding “Our” Right of Way9Kaseya Connect Conference: May 2nd 2011
- 39. #1: Reviewing our ResourcesPeople are our highest expense
- 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 goal10Kaseya Connect Conference: May 2nd 2011
- 47. #2: Reviewing our Offering(s) & PricingWhat are client’s drawn to?
- 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
- 54. #3: Developing New OfferingsDefining our ‘Right of Way’
- 56. Getting away from the commodity stuff
- 57. Moving toward IT Strategic Planning
- 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
- 62. #4: Restructured our Sales ApproachHistorical “farmer model” does not work for us
- 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 prospecting13Kaseya Connect Conference: May 2nd 2011
- 70. #5: Measuring Our PerformanceDevelop Key Performance Indicators (KPIs)
- 71. Share metrics with team members
- 72. Avg Response Time and Avg Time to Resolution
- 74. Tickets by Client and by Type
- 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. 15Kaseya Connect Conference: May 2nd 2011
- 80. #6: Talking With Others“You are not alone”
- 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
- 87. #7 Making Processes RepeatableIdentify repeatable / predictable services
- 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 Users18Kaseya Connect Conference: May 2nd 2011
- 96. #9: Signal versus Noise19Kaseya Connect Conference: May 2nd 2011
- 97. BlogsStandard form of communication
- 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)
- 103. Read CopyBlogger.comTwitterBroadcast platform to the world
- 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 conversation20Say Something before You Sell SomethingKaseya Connect Conference: May 2nd 2011
- 110. #10: Reducing Client Confusion21www.brightgauge.comKaseya Connect Conference: May 2nd 2011
- 111. Focusing on the Client ExperienceHappy Clients make all other problems insignificant!!22Kaseya Connect Conference: May 2nd 2011
- 112. Summary ListReviewing our ResourcesReviewing our Offering(s) & PricingDeveloping New OfferingsRestructuring Our Sales ApproachMeasuring Our PerformanceTalking with OthersMaking Processes RepeatableConnecting with our End UsersSaying Something Before We Sell SomethingReducing Client Confusion23Kaseya Connect Conference: May 2nd 2011
- 113. Reference ListReworked & Getting Real by 37 Signals
- 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.com24Kaseya Connect Conference: May 2nd 2011
- 122. Let’s ALL find our ‘Right of Way’Eric DosalChief Operating OfficerCompuquip Technologies, Inc.edosal@compuquip.comTwitter: @EricDosalBlog : www.compuquip.com/it-services-blog/25Kaseya Connect Conference: May 2nd 2011