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AGENDA
Compuquip Overview
Vision vs Strategy
Top 10 Priorities for Compuquip
2K A S E YA C O N N E C T C O N F E R E N C E : M AY 2 N D 2 0 1 1
COMPUQUIP OVERVIEW
30+ years in business in South Florida Family owned and operated Profitable since inception, no debt HQ in Miami, satellite office in Tampa 80+ full time employees across 3 divisions 46 members in the Infrastructure Group Kaseya partner since April 2006 (originally N-
Able)
Connectwise partner since Sept 2002 (partner #27)
3K A S E YA C O N N E C T C O N F E R E N C E : M AY 2 N D 2 0 1 1
COMPUQUIP BY THE NUMBERS
35+ clients across 13 states in over 115 locations
2,700 end users opening 2,540 tickets per month
2,900 workstations and 565 servers under mgmt
2,650 NOC Services alerts / tickets per month Over 5,360 total service tickets handled per
month KES, McAfee, zScaler, & i365 Average client 50 – 200 end users
4K A S E YA C O N N E C T C O N F E R E N C E : M AY 2 N D 2 0 1 1
BEEN A ROLLER COASTER FOR 2 YEARS
Hired 2 new Service Managers & 15 Engineers Replaced our CFO with Director of Finance Repackaged existing service offering Restructured our sales approach Added new service offerings around the cloud Narrowed our Integration Project focus Implemented a social media & marketing
strategy Focused on efficiency via metrics and KPIs Provided our clients with more transparency
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CURRENT MSP CHALLENGES
Developing a Cloud Computing Strategy What are the big boys up to? Google, Microsoft,
etc. Service Management – Someone to handle the
tickets Lead Generation – Where to get more qualified
leads Sales Management – Someone to manage the
hunters More Time in the Day – Too many meetings and
work to do Want More Cash in the Bank
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SET YOUR VISION, LET YOUR STRATEGY CHANGE
7K A S E YA C O N N E C T C O N F E R E N C E : M AY 2 N D 2 0 1 1
Top 10 Compuquip Priorities
allowing us to focus on
Finding “Our” Right of Way
9K A S E YA C O N N E C T C O N F E R E N C E : M AY 2 N D 2 0 1 1
#1: REVIEWING OUR RESOURCES
People are our highest expense The right people in the right jobs is awesome Hire people that can do the job with no micro
mgmt Hire slow and fire fast Only hire to relieve a pain point Technical – focus on certifications and client
service Sales People – need hunters not farmers Everyone else – needs to understand the
team goal
10K A S E YA C O N N E C T C O N F E R E N C E : M AY 2 N D 2 0 1 1
#2: REVIEWING OUR OFFERING(S) & PRICING What are client’s drawn to? What services can’t they live with? Can we price those higher? What services are least used? Can we remove them and reduce cost? Know the costs, how can you price without
it? Your clients are willing to pay more
11
"A good decision executed quickly beats a brilliant
decision implemented slowly"
K A S E YA C O N N E C T C O N F E R E N C E : M AY 2 N D 2 0 1 1
#3: DEVELOPING NEW OFFERINGS
Defining our ‘Right of Way’ Identifying Trends Getting away from the commodity stuff Moving toward IT Strategic Planning Data Center Hosting Offsite Backup Hardware as a Service (still working on it)
Hosted / Managed VoIP (in the planning phase)
12
“You're better off with a kick-ass half than a half-
assed whole”
K A S E YA C O N N E C T C O N F E R E N C E : M AY 2 N D 2 0 1 1
#4: RESTRUCTURED OUR SALES APPROACH Historical “farmer model” does not work for us Hunter model working solo has failed Can’t justify the high sales pay for managed
services 90% of leads come from referral, website, or our
CEO
Focusing on “Rain Maker” Selling Approach Similar to Accounting Firms & Law Firms Executive to Executive sale to build trust Leveraging cold callers for prospecting
13K A S E YA C O N N E C T C O N F E R E N C E : M AY 2 N D 2 0 1 1
#5: MEASURING OUR PERFORMANCE
Develop Key Performance Indicators (KPIs) Share metrics with team members Avg Response Time and Avg Time to Resolution Client Satisfaction Tickets by Client and by Type Top Ticket Closer Average Wait Time & Abandon Rate (phone system)
Average MRR per client Client Efficiency Index (my favorite)
14
“A business without a path to profit …is
a hobby”
K A S E YA C O N N E C T C O N F E R E N C E : M AY 2 N D 2 0 1 1
#6: TALKING WITH OTHERS
“You are not alone” MSP is still a new industry We need to work together Peer Groups are a great forum Quarterly User Group Meetings No one has everything figured out Things change very dynamically
16
“Meetings: They usually include at least one moron who inevitably gets his turn to waste
everyone's time with nonsense.”
K A S E YA C O N N E C T C O N F E R E N C E : M AY 2 N D 2 0 1 1
#7 MAKING PROCESSES REPEATABLE
Identify repeatable / predictable services Allows you to plan your costs accordingly Allows for focused training for the team Team gets more efficient each time they repeat Eliminate – remove steps in your processes that are
not needed or not repeatable Simplify – Make the processes simple for your team
and clients to understand Standardize – Develop a standard that works for
multiple clients/team members Automate – Limit the resource needs in order to ‘do
more with the same or less’
17
“Work ON your business not IN your business”
K A S E YA C O N N E C T C O N F E R E N C E : M AY 2 N D 2 0 1 1
Blogs Standard form of
communication Target clients,
prospects, vendors, partners
Share the Good News Talk about your
processes Educate on technology
(i.e. Tips & Tricks) Link back to your blog
(Emails & Docs) Read CopyBlogger.com
Twitter Broadcast platform to
the world Share the company’s
personality Be wise who you follow Publish your blog posts Push everyone to your
website Learn the rules of the
road before jumping in Insert yourself into the
conversation
20
SAY SOMETHING BEFORE YOU SELL SOMETHING
K A S E YA C O N N E C T C O N F E R E N C E : M AY 2 N D 2 0 1 1
#10: REDUCING CLIENT CONFUSION
21
www.brightgauge.com
K A S E YA C O N N E C T C O N F E R E N C E : M AY 2 N D 2 0 1 1
FOCUSING ON THE CLIENT EXPERIENCE
Happy Clients make all other
problems insignificant!!
22K A S E YA C O N N E C T C O N F E R E N C E : M AY 2 N D 2 0 1 1
SUMMARY LIST
1) Reviewing our Resources
2) Reviewing our Offering(s) & Pricing
3) Developing New Offerings
4) Restructuring Our Sales Approach
5) Measuring Our Performance
6) Talking with Others
7) Making Processes Repeatable
8) Connecting with our End Users
9) Saying Something Before We Sell Something
10)Reducing Client Confusion
23K A S E YA C O N N E C T C O N F E R E N C E : M AY 2 N D 2 0 1 1
REFERENCE LIST
Reworked & Getting Real by 37 Signals Behind the Cloud by Carlye Adler Delivering Happiness by Tony Hseih E-Myth by Michael Gerber 21 Indispensible Qualities of a Leader The Power Presenter The 29% Solution Leadership in the Era of Economic
Uncertainty CopyBlogger.com
24K A S E YA C O N N E C T C O N F E R E N C E : M AY 2 N D 2 0 1 1
LET’S ALL FIND OUR ‘RIGHT OF WAY’
Eric Dosal
Chief Operating Officer
Compuquip Technologies, Inc.
Twitter: @EricDosal
Blog : www.compuquip.com/it-services-blog/
25K A S E YA C O N N E C T C O N F E R E N C E : M AY 2 N D 2 0 1 1