managed services made sexy - microsoft · 2017-04-12 · managed services made sexy ... •changed...
TRANSCRIPT
Managed Services Made Sexy
Session 2 – What Methodologies Change with Recurring?
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
Soapbox
Direct Sell Cloud Solutions
Dealer/Reseller
Value-Added Reseller
Multi-Channel VAR
Technology Partner
MSP’s are true technology partners.
Defining Market Segments Low
• Single location
• Budget conscious
• Typically choose low-end tablet options
Mid
• Single or smaller multi-unit operator
• Doesn’t necessarily understand needs (PCI, marketing, etc)
• Needs require integrations, complex networks, etc
High
• Very large single-unit or multi-unit operator
• May have internal IT, and may or may not understand need for complex security
• Performance and integrations are essential
Low Mid High
Complexity of Install/Support Based on Client Segment
2010 2016 2020
Customers are Complicated 2010
KPrints
Sales Data
Timekeeping Credit Card Integration
2016
KPrints
Sales Data
Timekeeping
Credit Card Integration
Gift/Loyalty
Security Cameras
Marketing
Mobile
Online Ordering
Public Wifi
HR / Payroll
Quantifiers vs. Qualifiers Today, Customers Have More Qualifiers Than Ever Before
“You can buy the best software in the world from the world’s worst vendor, and you would still hate the software; but you can buy the worst software in the world from the world’s best vendor
and you will love everything about your existence.”
Customers with Complex Needs Need
Managed Services
Why?
• Single vendor increases customer relationship levels • Single vendor streamlines support and creates trust • Reducing channels increases reliability • Fixed costs appeases finance departments • The $200 question goes away
Partners are Disruptors, Dealers are Lazy
Disruptors are Rockstars
Be a Rockstar
Why Do I Say Lazy? Have you ever walked into a customer and found that
another company… • Added Wireless Devices • Made Network Changes • Changed Gift/Loyalty/Credit Providers • Added Security Cameras • Installed Wait or Kitchen Notification Devices
All missed opportunities for recurring revenue
The Necessary Culture Shift
All employees become CSRs, Sales
People, and most importantly, Mini-
CEOs.
What Do Functional Areas Look Like
With Managed Services? • Marketing
• Service/Support
• Implementation/Fulfillment
• HR
• Sales
Marketing • Own the customer relationship. • Use social media to market to your existing customers. • Look professional. Portray an organization larger than it truly is. • Responsive Web. Be sexy.
• Fiverr. 99Designs. Etc • Use an advanced CRM
Service • Automate! Automate! • Create a Mini-CEO mentality. Give us control and make your
support department flat. • Schedule routine customer follow ups. • Continual Training
Implementation • Automate! Automate! • 60% of implementation should be planning. • Document installations for future support
• Network maps, passwords, nuances, photos. • Consistency/economies of scale are everything with
implementations.
HR • Give staff more control. If a problem is less than $250, allow all
employees to act without permission. • “Inaction will be met with swift kicks in the butt. Incorrect action
will be met with encouragement and training. • Sales person pay – to salary or to commission or to both depends
on you and your staff.
Sales • Lead sales conversations with MS when appropriate. For use,
that’s any customer with sites containing four or fewer terminals. • Simplify MS Pricing. Don’t use crazy algorithms. Price per
terminal. • Only fallback to traditional pricing after pushback to MS. With
ideal customers, this will be infrequent. • Look at hybrid pricing on larger deals. • Bundle CC with POS.
• Know CC processing better than processors.
Care For This Slide Deck?
Say hello via email:
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
Youtube.com/RCS
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at the back of the room
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