consolidating your services portfolio with gfi max - jason parsons and steve mcgowan, wyvern...
DESCRIPTION
Wyvern Business Systems had a problem. They were billing their clients for support monthly, antivirus quarterly, spam protection yearly. The invoices coming in from various suppliers weren’t much clearer. Engineers didn’t know which clients were using what services from which supplier. Accounts didn’t know which supplier invoices should go against which customer revenue. The poor clients were being flooded with invoices. What a mess. In response, over the past two years, Wyvern have gone through the process of consolidating and improving their service portfolio using GFI MAX. The outcome of this has been beneficial to both the business and their clients. Wyvern can now offer enhanced, cost-effective solutions to their customers. The business has also been able to simplify their internal practices and have benefited from all the features of MAX, from effortless cloud based management to clear costs and billing. Jason and Steve from Wyvern would like to share this experience with other GFI MAX customers, of which they are sure have had or are going through similar scenarios.TRANSCRIPT
Consolidating your Services Portfolio with MAXJason ParsonsSteve McGowanWyvern Business Systems
We’re not perfectNot here to tell you how you should all be doing it, just our story.
Jason Parsons• Technical Lead at Wyvern Business Systems
• Joined Wyvern in March 2012
• Experience in the MSP, retail and utilities industries
• Opportunity for change at Wyvern
Steve McGowan• Head up B2B at Wyvern Business Systems
• 13 Years at the company
• Experience : Production, Apple, Phone Support, Field Engineer
• Moved to Marketing & Strategy
• Now split between customer building and internal development
Wyvern Overview• Established in 1984• Employ 40 through company• GFI Client since HoundDog
What were we doing wrong?• Traditional Approach to IT• Missing Income• Confusing contracts.
Clients unsure of what was covered, as were engineers
• Our support process wasn’t streamlined• No set support pricing structure• Purchasing was complicated• Minimal Reporting
How we fixed this• Improved our support contracts:• Standardised Structure. The end of GSB
Moved to 2 versions of our contractsFull and Remote
• Introduction of a full PSA. Integration with GFI• Consolidation of services
Technical Support OverviewHow embracing MAX helped Wyvern improve Support.
Improving Support• Helping those poor Support
Technicians
• Improving the support experience for our clients
Wyvern already using MAX• Been using MAX since 2005
• Just being used as simple monitoring tool for servers
• No one had kept up with the latest updates and features
Helpdesk• No Autotask in march 2012
• Using internal system – Very basic, no client facing portal
• Relied on phone calls and emails – led to missed incidents and fragmented support
Support Problems• Confusing contracts for Technicians
• Using multiple services, from multiple vendors
• Lengthy support process
Typical Support Call• Lengthy process – Frustrating for technician and end user
• Having to jump between multiple services
• Time spent that technicians could be helping other clients
What did we do?• Pushed out MAX to all clients – servers and workstations
• Take Control / Teamviewer
• Patch Management
• Remote Background
• System Tray
• Online Backup
• Mail Protection
• Managed Antivirus
Support Benefits• Simple for technicians
• Everything from the dashboard
• Support process time has been reduced• How does that typical support call sound now?
• Client gets problems resolved quicker
• Technicians can take more calls
• Better products
• Other benefits
Pricing• Needed structured improvement
• Move to a monthly model
• Easy to understand for us and clients
• Better cash flow
• Fixed Fee, Worry Free
Pricing Calculator Demo
Pricing Calculator Download.
www.bit.ly/wbspupm
Making life easier internally• Move from multiple invoices to single
• Easy to approve
• Stop if unpaid
• Happy Accounts Department
Benefits to Clients• Single predictable expenditure
• A single point of contact for any problems
• Reduced Downtime using taskbar and portal
• Better Security
• Performance
Benefits to Us• Stickiness
• Trust
• Scope for extra sales
• Simplified Invoicing & Purchasing
• Keeps the dialogue between us and the client open
• Part of the MAX family
So What for the Future?• Adding more products and clients to monthly model
Mobile ManagementWeb ProtectionVoiceSaaS
• Hardware in a monthly model
• Improved marketing with both online and offline activity planned.
Questions?
