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?
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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!