managed services made sexy - microsoft€¦ · managed services made sexy session 3 – automate,...
TRANSCRIPT
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Managed Services Made Sexy
Session 3 – Automate, Iterate, Repeat
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Chris Rumpf
President & Taco Enthusiast
Rumpf Computer Solutions
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Bruce Mann
VP Marketing
CRS Inc.
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Jami Interdonato
VP Business Development
RPOWER
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Questions?
Preface your question with…
1. Name 2. Years in Business 3. Revenue per Year 4. % Of Current Business that is Recurring
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Tools of Managed Services
• KPI
• PDCA
• Automation
• PSA
• RMM
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It Starts at the Top!
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Tracking KPIs
• Analog vs. Digital?
• Keep it Simple!
• Consistency is Required.
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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.
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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
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PDCA Plan
Do
Check
Act
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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.
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Tracking KPIs
• Analog vs. Digital?
• Keep it Simple!
• Consistency is Required.
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PSA Software
• Connectwise
• Tigerpaw
• Autotask
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What to Automate?
• Billing
• Collections
• Ticketing
• Agreements
• CRM
• Marketing
• Quoting
• Expenses
• Timekeeping/Payroll
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RMM Software
• Labtech
• Kaseya
• Vigilix
• N-Able
• Nagios
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RMM Automation
• Backups
• Migrations
• Maintenance
• Antivirus
• Windows Updates
• Branding
• System Lockdown
• System Disable/Enable
• Asset Tracking
• Integrated with PSA
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Care For This Slide Deck?
Say hello via email:
Bonus content, including interactive budgeting/forecasting templates
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Questions?
Preface your question with…
1. Name 2. Years in Business 3. Revenue per Year 4. % Of Current Business that is Recurring
![Page 20: Managed Services Made Sexy - Microsoft€¦ · Managed Services Made Sexy Session 3 – Automate, Iterate, Repeat . Chris Rumpf President & Taco Enthusiast Rumpf Computer Solutions](https://reader034.vdocument.in/reader034/viewer/2022043008/5f9987ed36d7854d5e474d2a/html5/thumbnails/20.jpg)
Facebook.com/rumpfcomputersolutions
@CurlyTheTechGuy
@ChrisRumpf
Visit us at the pool!
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As you exit, please turn surveys in
at the back of the room
Don’t Forget!