Managed Services Made Sexy

Session 3 – Automate, Iterate, Repeat

Chris Rumpf

President & Taco Enthusiast

Rumpf Computer Solutions

Bruce Mann

VP Marketing

CRS Inc.

Jami Interdonato

VP Business Development

RPOWER

Questions?

Preface your question with…

1. Name 2. Years in Business 3. Revenue per Year 4. % Of Current Business that is Recurring

Tools of Managed Services

• KPI

• PDCA

• Automation

• PSA

• RMM

It Starts at the Top!

Tracking KPIs

• Analog vs. Digital?

• Keep it Simple!

• Consistency is Required.

Why Use KPIs? • Using KPIs allows you to focus the business on the operation, not

the people. • KPIs are the result of the team’s activity. • They foster speaking from facts instead of generalizations or

assumptions. • They make it about the bigger mission and goals. • They build trust which supports retention, employee happiness,

customer happiness, company happiness.

KPIs Business Area KPI Used

Sales Leads Generated Per Week Pipeline Size in $ $ Value Closed

Service SLA % Met Time to 1st Response Customer Satisfaction Survey Amount or % of Billable Time by Engineer

Operations Past Due $ as % of Sales On-Time Project Delivery Project Errors

HR Peer Reviews

PDCA Plan

Do

Check

Act

PDCA Plan: Define the problem to be addressed, collect relevant data, and ascertain the problem's root cause. Identify current vs. ideal. Do: Develop and implement a solution; decide upon a measurement to gauge its effectiveness. Check: Confirm the results through before-and-after data comparison. Act: Document the results, inform others about process changes, and make recommendations for the problem to be addressed in the next PDCA cycle.

Tracking KPIs

• Analog vs. Digital?

• Keep it Simple!

• Consistency is Required.

PSA Software

• Connectwise

• Tigerpaw

• Autotask

What to Automate?

• Billing

• Collections

• Ticketing

• Agreements

• CRM

• Marketing

• Quoting

• Expenses

• Timekeeping/Payroll

RMM Software

• Labtech

• Kaseya

• Vigilix

• N-Able

• Nagios

RMM Automation

• Backups

• Migrations

• Maintenance

• Antivirus

• Windows Updates

• Branding

• System Lockdown

• System Disable/Enable

• Asset Tracking

• Integrated with PSA

Care For This Slide Deck?

Say hello via email:

RSPA@RCSOHIO.COM

Bonus content, including interactive budgeting/forecasting templates

Questions?

Preface your question with…

1. Name 2. Years in Business 3. Revenue per Year 4. % Of Current Business that is Recurring

Facebook.com/rumpfcomputersolutions

@CurlyTheTechGuy

@ChrisRumpf

Visit us at the pool!

As you exit, please turn surveys in

at the back of the room

Don’t Forget!