Richard Tubb's Blog, page 43

TubbTalk 93: The Most Important KPIs to track for Your MSP Business Growth

An Interview with Todd Kane

In this episode, Richard talks to Todd Kane, an MSP consultant who helps businesses in the IT space to grow and scale. Todd was the VP of Operations for MSP Fully Managed and served in the lead technology teams for several of the largest and high growth companies in Western Canada. He knows everything there is to know about KPIs for MSPs.

The Challenges MSPs Have When They ask Todd for Help

Todd explains that MSP business owners often come to him with problems around the tools they’re using, but when they start working together it’s apparent there’s something else going on.

“It’s usually systemic – the business culture or management framework. I help people to be intentional about the business. Often, they’ve started out as technicians and find themselves running a company, so they need some help.

“What they try to do is copy what someone else is doing, but of course every business is individual, so they need a different approach to their competitors. I don’t give a binder with steps to follow – we work together to figure it out.” 

What Todd Does if the Problem is the MSP Owner, not the Tools

Todd says a company’s culture is often a reflection of the owner or, or certainly the leadership. Not just in the IT industry, but in business as a whole. He adds that often people aren’t aware that there’s an issue.

“People ask me how to make their team more accountable, which is a red flag for me. There’s no intentional approach to management and there are likely cultural and productivity issues. Focusing on KPIs helps people to see what their priorities are – and sometimes they’re looking at the wrong things.”

When Todd looks at metrics, he finds that some MSPs don’t want to use SLAs (service level agreements) with clients. This means that it takes them longer than it should to close tickets, and it’s an eye-opening exercise.

The Importance of Customer Service

When Todd works with an MSP, he’s insistent that they measure customer satisfaction and have CSAT data. People do push back, he says, because they worry that the numbers will be bad.

He works with them to see why customer service and tracking it is important. Knowing how you’re performing allows you to improve your offerings, and helps you to grow. People are more likely to want to work with you if you think about what they need.

Todd’s Recommended Metric Tools

Bright Gauge is the tool Todd recommends the most, because you can represent data visually. It’s easy to manipulate and rearrange the data without needing coding skills.

Some of his clients use Cognition 360, which gives a lot of data and can also be manipulated. If you’re just starting out, Todd says using a PSA (professional services automation) tool gives you some of the basic data you need. “The person wearing the service manager hat needs to see business data at least day by day.” 

How Many KPIs Should you Track?

KPIs vary from department to department, but Todd recommends at least three to five metrics per department. Any more than eight is too many. You need to be able to identify where something is underperforming.

He says you need to be able to review your data points properly, and that’s easier to manage with fewer KPIs. If you’re running a small MSP, tracking 60 metrics on a weekly basis is overwhelming. Instead, think about the industry benchmarks and identify what information will show you how healthy the business is.

Still not sure what a KPI is? This article might help.

Financial Metrics to Track

It’s important to track financial metrics, but focusing on revenue isn’t the most important thing. Revenue helps you to measure the size of the business, but it doesn’t tell you how well the business is run.

If you want to make a certain amount of money per year, there are two factors to concentrate on, says Todd. “One is gross margin on service delivery, because it’s a lever of efficiency for your service delivery.

“Then, that data can be delegated to the service manager. They can be accountable for costs relating to rent, equipment and utility bills. This will also help you see if and when you need to hire more staff.”

How to Connect with Todd KaneEvolved Management ConsultingFollow Todd on TwitterConnect with Todd on LinkedInHow to Connect with MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk in iTunesSubscribe, rate and review TubbTalk on Stitcher RadioSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodeThe Tech TribePower BICognition 360Pax8Sell My MSPBright GaugeConnectWise EvolvePaul DippellSmileBackHow to Leverage Feedback for Business GrowthHow to use NPS to Improve Your BusinessRunning Smarter NPS Campaigns with SmileBackYou Might Also be Interested inPodcast: Why the Fastest Growing MSPS are Using the Master MSP ModelHow to Measure the MSP Metrics That MatterPodcast: Productivity, Healthy Habits and Getting Things Done

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TubbTalk 92: Why Personal Branding is Important for Standing out in the MSP Community

An Interview with Robert Gibbons

In this episode, Richard talks to Robert Gibbons, business development manager of CARA Technology, a Macclesfield based MSP and a leading provider of support solutions to businesses in the North West of England. He explains why personal branding led to new opportunities for him.

Robert is the former partner area lead (or PAL) for the Microsoft Small Business Specialist Community and he’s also the group lead for The Tech Tribe Northwest England peer group.

Social Media Tactics for MSPs

Rob has worked hard in the last few years to build up a social media presence for himself, and uses all the major platforms. He knows that people are often nervous about using video, but you have to be brave and go for it.

“Pre-pandemic, you’d go and pitch to an MD you’d never met before, so what’ the difference between that and being on camera? You can retake a video until you’re happy but you only get one shot to pitch.”

To succeed with LinkedIn, Rob says to be original and be yourself. There’s a lot of information out there, so try to put your own spin on what you read. Don’t just copy and paste tech news – do something with it. Be humorous if you can. And share pictures of yourself instead of stock images. 

The Benefits of Personal Branding

Because he’d spent years on social media, Rob was able to build up his personal branding. People got to know him well through his content. Many MSP owners don’t even think about brand. But Rob believes his willingness to be in front of the camera contributed to him being headhunted by CARA Technology.

Rob’s personal branding efforts have benefited him personally and helped the business to win new clients and contracts. “People get to know your style and what you’d be like to work with before they even get in touch.” 

Peer Communities and Personal Branding

Robert says that when he started his MSP back in 2006, he was struggling to get help from Microsoft on using the tool. “They were only interested in helping you if you were one of their registered partners.”

He explained that after meeting a couple of local Microsoft Partners, he was introduced to SBSC Northwest, a peer support group. He met people with the same problems, and everyone talked about them openly.

“It was fantastic to know I had these contacts I could ring up and they’d help me. I was introduced to vendors, I learned about marketing, contracts, quoting tools.

“It was like the golden chalice. The community helped me drive the business forward a good couple of years in a very short period.” 

Having the opportunity to learn and grow from his peers also helped Rob to develop a clearer personal branding approach, which contributed to his business successes.

Why Robert Cultivates Vendor Relationships

Robert explains that he spends time with vendors so he can get the most out of the products they offer. Most people only use a small percentage of the features in a tool or software. He believes if you pay for something, you should learn how to use it.

“They often have courses, so technicians should do those to learn more. And if you get stuck, a good relationship with a vendor means you can contact them for help.”

Vendors also have access to Marketing and Development Funds (MDF) which MSPs can tap into to help them grow. “Yes, the vendor will want to upsell to you sometimes, but we upsell to our clients too. But on the other hand, they’ll let you know about new releases ahead of everyone else.”

Choosing the Right Tools

MSPs should take time to look at the tools they use in their business and assess if they’re still right. “Imagine you’re setting up a new business. What would you use? Who are the suppliers? Where could you have monthly subscriptions instead of three-year licences?”

Be aware of mergers and acquisitions so you can start to consolidate your tools. Many new companies have come and gone – already been replaced on the market. Identify two or three key vendors who can supply you with the tools you need. You don’t need multiple suppliers, Rob says.

How to Connect with Robert GibbonsCARA TechnologyFollow CARA Technology on LinkedInEmail RobertConnect with Robert on LinkedInFollow Robert on InstagramFollow Robert on TwitterHow to Connect with MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk in iTunesSubscribe, rate and review TubbTalk on Stitcher RadioSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodeZen SoftwareCompTIA UK channel community CompTIA A PlusPax8GiacomQBSYou Might Also be Interested inMention – Create Alerts for Your BrandThe Tech Tribe – An Awesome Community for MSPsThoughts on the Evolution of the CompTIA Channel Community

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The Top Five Most Powerful TubbTalk Podcast Episodes for MSPs

For several years, I’ve produced my own Podcast show for Managed Service Providers (MSPs).

Over time, TubbTalk – The Podcast for IT Consultants, has become a great success. It seems that many of you share my passion for listening to the most amazing, succesful and inspiring people in the IT industry!

In fact, one of the greatest compliments I’ve received from many of you is that when you’re listening to the show, you feel that you are (politely!) evesdropping on a conversation between two friends.

I love to hear that!

I know that a lot of people got into podcasts over the last year, so I thought I’d take the opportunity to do a round-up of some of the top podcast episodes I’ve recorded recently.

Therefore, I present The Top Five Most Powerful TubbTalk Episodes for MSPs. I hope you enjoy!

TubbTalk #70: How to Run a Profitable MSP: Mike Michalowicz

MSPs can sometimes focus more on client work than growing their business. I was joined by Mike Michalowicz, author, speaker, and former IT business owner, for his tips on how you can run a profitable MSP. Listen to our chat here.

Mistakes SMBs Make

Mike says that small businesses in particular go into a mode of either selling or doing. Many business owners get stuck in this trap forever. To get out of it, niching down the services will make a big difference. And, there’s the added advantage of being able to charge premium prices, too.

The Concept of ‘Profit First’

Most people start a business because they’re passionate about what they do, and then because they want to make money. By putting profit last, businesses are not reaching their potential. Mike explains this in more detail in his book, Profit First, but the idea is that when it makes a sale they take a predetermined percentage of that money as profit.

TubbTalk #77: How to Grow an MSP With Partner to Partner Collaboration: Eamon Moore (Hikari Data Solutions)

Partnerships and collaborations in the IT industry can be powerful, as Eamon describes in this Podcast interview for MSPs. He has successfully leveraged relationships with Microsoft and Dell to grow and sell one MSP business and to establish Hikari Data Solutions.

How to Approach Vendor Relationships

Vendor relationships are a great opportunity for all MSPs, but the key, says Eamon, is flexibility. His first business was able to move away from a reliance on hardware, which led to him using cloud services instead, and forming relationships with cloud providers. He also recommends consolidating your vendor relationships to just a few, so your clients know exactly who you work with.

Why Partner Collaboration is the Future for MSPs

Eamon says that no business can be everything to everyone. So MSP owners need to look for partners who can offer the other solutions that their customers want and who have the right skill set to provide them.  Narrow down your focus to one or two specialities. And concentrate on where you can provide most value for your end users.

TubbTalk #78: How To Outsource Your MSPs NOC, SOC, and Helpdesk: Jason Kemsley & Bradley Munday (Uptime Solutions)

So many managed service providers (MSPS) want to grow their business, but the uncertainty about how, why and when to outsource often holds them back. In this podcast episode (find the original post here), I asked Jason and Bradley of Uptime Solutions, who provide back-office outsourcing for MSPs, to share their wisdom.

Overcoming Objections

Many end clients are concerned that by outsourcing helpdesks, they lose the personal element of having their MSP on hand.  To resolve that issue, Uptime offer a 30-day trial, and support the MSP throughout to deliver the best possible service.

At the end of the day, the user’s priority is to get their problem solved quickly, and who does that is less important than they think.

Outsourcing vs Internal Technicians

When you’re desperate for support in your MSP, it’s easy to think the best solution is to recruit another technician, but working with a company like Uptime Solutions can actually save you money.

Uptime is focused on being agile and flexible, and helping their MSP partners to add value to their services. They’ve worked in the industry for a decade, they fully understand the market and have developed processes to meet its needs.

TubbTalk #79: How To Succeed with Excellent MSP Customer Service: Andrew Wallace (SmileBack)

Good customer relationships are essential for MSPs (and all businesses). Here, Andrew shares how SmileBack‘s survey tool improves customer engagement and even the overall business. Click here for the full podcast interview.

Why Feedback is Important

By having a feedback facility in place, MSPs can learn more about what their customer needs, where they’re going wrong and where things are going well. Andrew encourages MSPs not to shy away from engaging with customers who’ve given negative reviews – that’s how you learn what you can do to make things better next time.

How to Leverage NPS

NPS, or Net Promoter Score, is a tool that measures a company’s relationship with its customers. It’s particularly valuable to assess how loyal a customer is, and how likely they are to recommend your services. NPS can also be used to highlight areas in need of improvement and relationships that should be nurtured.

TubbTalk #80: Why Are You Building an MSP Business, Really? Erik Thorsell (Success Computer Consulting)

In this very open and honest podcast interview for MSPs, Erik talks about the highs and lows of running a business, tackling challenges as they arise, and how MSP owners can deal with overwhelm, sharing examples from his own experiences running Success Computer Consulting.

How to Deal with Overwhelm

If you feel so overwhelmed by everything in your business that you think you can’t continue, don’t decide you need to sell the business straight away. Explore all your options. Have a lot of conversations with people who have already had to make that kind of decision. Get a clearer picture on how things could look if you made some changes.

Why You Need Self-Awareness

Erik says self-awareness takes practice and you have to decide that it’s worth learning how to do it. Examine your feelings around your business, and understand that you don’t have to push them away. As the business owner, you’ll be taking negative feelings into the workplace with you, and others will pick up on that. You also need to be able to support your staff to do the same.

Enjoyed these podcast episodes for MSPs? Let me know in the comments or get in touch. Do you have a favourite TubbTalk episode from the podcast archive? I’d love to know which it is!

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TubbTalk 91: How to Fight Ransomware Cybercriminals, Secure Data and Protect Your MSP Clients

An Interview with Fabian Wosar

In this episode, Richard talks to Fabian Wosar, Chief Technology Officer of Emsisoft, about ransomware. Emsisoft provide premium internet security software for the home and business user. They are a leading supplier of behaviour analysis technology.

Fabian has helped develop the anti-malware technologies and ransomware decryptors for Emsisoft and leads their ransomware recovery service. He’s been described by the BBC as the best ransomware expert out there.

What is Ransomware?

Fabian explained that there are different types of ransomware, but it’s a malware that takes over your system or your data for ransom. The hacker will lock you out by displaying a message or window you can’t close until you’ve paid the ransom – this is known as a screen locker.

Screen lockers have now been replaced by data-encryption ransomware, or crypto-malware. This locks your data behind an algorithm and the victim must pay for a key to decrypt and access their data. Fabian added that even if companies can recover the information themselves, they still pay the hacker to prevent them releasing the data publicly.

How Easy is it to Deploy Ransomware?

It’s worryingly easy to buy a tool to online which can be used in ransomware. Fabian explained that most ransomware threat actors use Cobalt Strike, which they purchase as a ‘red teaming tool.’

‘Red team’ is a war-game term which is used by military and other organisations with sensitive data to test out attack and defence scenarios. The red team are the hackers and the blue team represent the internal IT security team.

Cobalt Strike is a commercially-available programme which creates safe, artificial scenarios for companies to test their networks. The software is highly sophisticated, which means that unfortunately cybercriminals can use it to infiltrate networks.

Some software providers even supply manuals that walk you through how to gain access to a network. To cause damage, you only need to exploit one machine, says Fabian.

This further explanation on red teaming might also be useful.

Why MSPs Should Choose Emsisoft

Most MSPs say Emsisoft products are easy to use and incredibly convenient. Fabian says that they were all built from the ground up with MSPs in mind, so they can be set up and rolled out for the end users.

They offer co-branding options to personalise the tools, and an MSP can make themselves the first point of contact if there are any problems.

Emsisoft are then on hand to help with any complex ransomware issues and the product is extremely effective for ransomware detection and prevention.

Fabian says that many MSPs who have partnered with large security providers feel isolated when they need support and don’t always get help fast. Emsisoft ensures that they speak to an expert straight away. 

How to Deal with a Ransomware Attack

Fabian says it depends on whether it’s your business or a client business that’s attacked. In his experience, it’s never good if an MSP is hit. And often, they’ve used their own RMM to encrypt all the clients’ data. This puts the clients at risk and leads to distrust of the MSP.

Anyone can be a victim of ransomware, but as an MSP you’re hired as the IT expert.. You should have the best security practices possible in your business.

You should be using MFA (multi-factor authentication), patching your VPNs and securing remote access.Not doing these things make you negligent. Keep up to date on developments in the field, too, so you’re giving your clients exactly what they need. 

How MSPs can Educate Their Clients about Ransomware

Education is difficult, says Fabian. “If we could figure out effective ways to do it, then ransomware would be much less of an issue than it is.” However, there are all kinds of resources that an MSP can use to educate themselves and then share that knowledge with clients.

Your local government website should be able to offer resources, as does the No More Ransom Project. Fabian also recommends supporting clients to build a playbook to outline how they would respond to a cyber hack. Having that ready will make things less stressful if the worst does happen. 

How Secure is Your Data in the Cloud?

Storing data in the cloud makes it harder for a hacker to access it, but there are different levels of protection. Data is at greater risk if moved away from a local domain controller, or the cloud data mirrors an on-site backup.

“The ransomware usually comes at the end of the entire attack chain. So the ransomware threat actors know exactly what security and backup you have in place. And they might already have access to your cloud storage”, said Fabian.

Configuring cloud solutions to make hot deletes impossible will help, too, as the hackers then can’t delete things themselves. Fabian admits that this advice may go against your instincts. But instant backup deleting will go against you.

How to Connect with Fabian WosarEmsisoftEmsisoft blogFollow Fabian Wosar on TwitterHow to Connect with MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk in iTunesSubscribe, rate and review TubbTalk on Stitcher RadioSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodeCobalt StrikeNo More Ransom ProjectScottish Government Cyber Resilience FrameworkNational Cyber Security CentreYou Might Also be Interested inPodcast: How to Navigate the Scary World of MSP CybersecurityNorse Attack MapPodcast: How do Criminals Think? Cybersecurity for MSPs

 

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TubbTalk 90: How to Navigate the Scary World of MSP Cybersecurity

An Interview with Ian Thornton-Trump

In this episode of TubbTalk, I talk to Ian Thornton-Trump, expert in cybersecurity and chief security officer of Cyjax, a threat intelligence and cybersecurity company.

We talk about the importance of being proactive, trusted advisor as a service and why you need to be an agile, resilient MSP owner.

How MSPs can use Cybersecurity Keep Their Clients Safe

Ian’s key recommendation is to encourage clients to use multi-factor authentication on all devices. Ensure all tools and services are covered, and make it clear that you won’t work with a company without MFA.

Get clear on the roadmap for the apps your clients use, too. What integrations are they using? Ian says MSPs need to focus on their own IT lifecycle rather than their clients’.

“Look at new tools and how you can make money from them. Learn how to use Azure, security solutions and more. You have to be prepared to evolve your offerings.” 

Why MSPs Fail at Security Before a Cybersecurity Attack Even Happens

Ian explains that MSPs are about the preventative and the reactive when it comes to supporting their clients. They need to look at the numbers – the sooner you detect a breach, the less it will cost the client. However, what does that really mean?

How much data is involved? If you can reduce the amount of sensitive data being stored, that can save between 40 and 60% of what the client is paying now. “Instead of reacting when the customer has a ransomware attack, what can you do to anticipate it and prevent it happening?

“Listen to what’s being talked about, pay attention to how other businesses are getting hurt and don’t let that happen to your businesses.” 

‘Trusted Advisor’ as a Service

Ian explains that the trusted advisor as a service concept is about working out how to make a customer less risky to your business. Get to know their business so well that you can advise them and help them avoid making mistakes.

You can also say, ‘If you do X, I’ll do Y’. Encourage them to adopt the tools and software you think are the best fit and give them a discount or other incentive to do so. If they adopt your preferred security solution, for instance, this lowers their risk. Upgrading their software means they’re less vulnerable to exposure.

“Guarantee a long-standing customer relationship by incentivising their security. Telling them it’s a regulatory requirement isn’t enough. Something has to change and we need to be proactive about improving our clients’ security.”

What Research MSPs Should do to Stay up to Date with Cybersecurity

Ian says it’s important to find ways to stay up to date with what’s happening in the world of IT. “Listen to podcasts that focus on technology and the channel, like Richard’s.” He recommends exploring new technologies and understanding how they’ll help.

Your business has to be dynamic, because your customers certainly will be. Be strategic and give them whatever they want. Look for ways to make money from things like security, and be willing to adopt new technology.

“An MSP should never be surprised by their clients. If you have one that’s doing strange things, then have a conversation to learn why they’re doing it. They pay you to help them.”

Why MSPs Need to Communicate the Importance of Cybersecurity

An MSP needs to ensure that their clients are all taking basic steps to protect themselves. They need to practice good password management. If you have a client who doesn’t want to do this, then Ian says you need to get rid of them.

They’re a risk to your business and your other customers. Not because they’re a cybersecurity risk, although that’s also a possibility. Instead, Ian explains that all of your resources are focused on getting the customer out of a problem they got themselves into. And that happens at the expense of your other clients.

The Agile, Resilient MSP

Ian says being agile and resilient is important to grow your MSP. Get into the mindset of saying yes rather than no. When a client asks for something, go off and explore the options to find the right solution.

You also need to be resilient when a client decides to make big changes in their business. For instance, if they decide to merge with another company, see that as an opportunity, not just a challenge.

How to Connect with Ian Thornton-TrumpCyjaxConnect with Ian on LinkedInFollow Ian on TwitterHow to Connect with MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk in iTunesSubscribe, rate and review TubbTalk on Stitcher RadioSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodeQRadarThreatQBanduraLastPassPrivatizeSyncroKasperskyTodylBlackFogServiceNowBMCGrayhatWarfareCompTIA IASOYou Might Also be Interested inHow do you Move from Being the IT Guy into a Trusted Business Advisor?Podcast: How do Criminals Think? Cybersecurity for MSPsHow to Secure Clients with a Managed VPN for MSPs

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Make Better Presentations with Microsoft Presenter Coach

For today’s article, I’m handing over to my friend, Dr Simon Raybould. Simon is a presentation skills trainer who teaches people how to make better presentations and possibly change their world!

***

Simon here! When it comes to helping people prepare for public speaker, rehearsing your presentations is a good idea.

But, doing your rehearsal with friends or co-workers is embarrassing, and doing it with someone like me can get expensive!

Enter Microsoft’s Presenter Coach, a genius tool for PowerPoint.

Yes, it’s a machine, and no, Presenter Coach doesn’t do anything profound.

However, it does have a huge advantage in that it encourages you to actually do the practice!

How to Set up the Presentations Rehearsal Tool

You’ll need an Microsoft 365 account – and there are instructions on how to Rehearse your slide show with Presenter Coach.

Be aware that when setting up the Presenter Rehearsal Tool, you’ll have to fight your way through:-

the usual square-wheel interface of anything PowerPointthe above compounded by being onlinea heavy AI load, so there’s often a lot of lag… and if you’ve got a slower internet connection then heaven help you!and having to use Chrome or Edge as browsers, etc

But, once Presenter Coach is up and running, you can go through your slides to your heart’s content.

At the end of each rehearsal, you will be presented with a scorecard.

You should expect the advice to be generic, of course (a bit like telling someone who’s too short to reach the top shelf that they need to be taller) but it might trigger something in your thinking!

Also, don’t expect Presenter Coacher to have any common sense and don’t expect anything profound or insightful, but it IS a useful tool.

Make Better Presentations with Microsoft Presenter Coach

If what stops you rehearsing your presentation is that you’ve got no one to rehearse it at, then Microsoft Presenter Coach is a good way forward for you.

So, have a play and see what you think – Presentation Coach might just be the prompt that you need to get presenting more!

Author Bio

Dr Simon Raybould is a presentation skills trainer who teaches people how to make better presentations and possibly change their world.

You can find out more about how he does that on his website, or contact him on Twitter @presentations.

You Might Also be Interested InPodcast – Presentation Genius for IT PeopleTool – The Presentation Design PackArticle – What is Pecha Kucha?

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A CEO’s Journey from Inception to Exit: Cisco Provider Elevate Virtual Conference

In a couple of weeks’ time, Cisco are hosting their first ever provider event, a two-day virtual conference.

I’ve been invited to host a session entitled: A CEO’s Journey from Inception to Exit. And I can’t wait to learn more from the amazing guests they’ve invited!

What is Cisco Elevate?

Cisco Elevate is dedicated to MSPs to create an inclusive community ecosystem. The audience for the event is everyone from executives to techs.

On 14 and 15 September, Cisco are bringing together experts to talk on trends, tools and technology, as well as giving plenty of networking opportunities.

A CEO’s Journey: From Inception to Exit

As an IT or MSP business grows, many changes can be expected. I’ll be the panel session host for an honest discussion with CEOs, who’ll be talking about their own journeys. I’ll be asking them about:

Employing and managing personnelMaking sales and financial decisionsOrganisational change and maturityClient relationships and how these evolveGrowth, acquisition and exitHow to Register for the Session

The CEO panel discussion is only a part of the two-day Cisco Elevate event. It takes place on 14 and 15 September, and starts at 11am EST (3pm GMT) both days.

Click here and register for the session.

As always, we make these presentations as interactive as possible, so come prepared with your toughest questions!

Will There be a Recording of This Session?

This presentation will be recorded and made available to view on-demand.

Click here and register to be notified when the recording is available.

Learn from the CEO’s Journey to Grow Your MSP

I’m so pleased that I’ve been given the opportunity to ask some great CEOs share their wisdom. If you’ve ever felt lonely as the boss or uncertain about what to do in your MSP, this is for you!

After attending the Provider Elevate and listening to my session, you’ll go away feeling more confident than ever! See you there?

You Might Also be Interested inCiscoArticle – Three Ways to Succeed at Networking Before Attending the EventPodcast – How MSPs are Partnering with Cisco for Success

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TubbTalk: How Your MSP can use Service Desk AI Based Dispatching Successfully

An Interview with Oshri Moyal

In this bonus episode of TubbTalk, I speak to Oshri Moyal, co-founder and chief technology officer at Atera.

We talk about their funding news, the new features they’re introducing and AI-based service desk dispatching.

We also talk about how Atera supports their user community and what they’re doing to improve communication and collaboration.

 

What the Funding Means for Atera and its Users

Atera have secured $77.8m from leading growth equity firm General Atlantic. Oshri sys they identified Atera as a major player and want to help them become the number one IT management tool for IT technicians and MSPs.

It will allow Atera to grow its customer base and its community but also the business itself. “We have nearly 100 open positions and we’re also expanding our R&D team, which is very exciting for us”, says Oshri.

New Features Coming to Atera

Oshri says that Atera are working on community-focused features, such as sharing and configuration. They listen to their customers and try to bring in new features when they’re requested.

They’re in the process of developing auto-tagging for their ticketing system, which means that an AI will identify the problem raised on a ticket and label it automatically.

They’ve also recently changed their UI to make it faster, more intuitive and generally easier to use.

It will soon support dark mode and a better network discovery model. They’re also expanding to support more than just domain environments. 

The AI Dispatching Feature

Oshri says that the auto-tagging saves MSPs time. The AI tool can detect the issue and label it accordingly. That makes it easier to track which area of the business the problem is in, whether that’s printing or networks.

Oshri says they’d found that dispatching was often a problem for MSPs: “You may want to attach a specific condition to a technical aspect and also notify your customers that there’s a problem. The AI allows you to do that.”

The Atera AI will adapt to analyse the behaviour of systems, identify where problems are coming up and save you time in the future by flagging them. Oshri says they have a lot of cool things in the pipeline which he’ll share as soon as he can.

The Future of Atera

Oshri says that Atera’s ambition is to be the IT operating system. An MSP owner knows exactly what they need to manage a network, so Atera will tailor a solution with all the tools and integration needed.

You can take it out of the box and use the solution to run a business with high continuity, no downtime and a highly maintained network. They aim to achieve that in the next three years.

How to Connect with Oshri MoyalAteraFollow Atera on TwitterConnect with Oshri Moyal on LinkedInHow to Connect with MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk in iTunesSubscribe, rate and review TubbTalk on Stitcher RadioSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterYou Might Also be Interested InPodcast: Building the Ultimate All-in-One Solution for MSPsGlobal MSP DayInspiroBot

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TubbTalk 89: How Outsourcing Your MSP Service Desk Leads to Business Growth

An Interview with Jason Kemsley

In this episode, I talk to Jason Kemsley, co-founder and Technical Director at Uptime Solutions. Uptime offer outsourcing support for NOC, SOC and helpdesk. This saves MSPs time and allows them to concentrate on serving their clients better and growing their business.

This was a live TubbTalk episode, and Jason answered questions from the audience. We talked about when it the right time to outsource, barriers to doing so, and when not to outsource.

How Uptime’s Pod System Allows for Personalised Service

The pod-based model is where a team of six engineers are allocated to an MSP (managed service provider). The client works exclusively with that pod for the duration of their contract.

This means, Jason says, that no matter what time the client calls, they’ll speak to one of six people who are familiar with their business. For Uptime as a provider, it also allows them to reduce ticket times, and it also helps with trend analysis.

If you’re not sure what a service desk is, this article might help!

Why More MSPs Don’t use Outsourcing Services

Jason says the biggest block is around the preconceived ideas an MSP holds about what their customer will and will not accept. “They think that they’re the only person who can support their client effectively and carry out any work.”

The MSP wants to retain as much control as possible, but they don’t ask the client if they’d feel comfortable with outsourced support. “You just need someone personable, polite and respectful. A lot of time it’s really just about ego.” As a business grows, though, the owner realises that they need to find additional help.

When Outsourcing isn’t Right for You

There are two main reasons not to outsource, Jason explained. The first is around ego again – if your focus is on growing your business and having a big team to support the business and its clients, then outsourcing isn’t going to be the right fit for you.

The other reason is if you think that outsourcing means you hand over responsibility for your clients to someone else. While it frees up your time, it doesn’t mean you can go on holiday or stop being available.

Jason adds: “These are your clients. You’ve built the relationship with them and you understand their needs the best. We are there to complement you, but we still need to learn about those clients and their quirks from you.”

To learn more about how outsourcing can help you grow your business, my article on working with virtual assistants will give you some ideas.

How to Overcome the Fear of Outsourcing

One thing that causes resistance amongst MSPs is the fact that an outsourcer will be in a customer-facing role. Jason says when they start to work with a new client, they take time to understand their core values and explain their own. Wherever possible, they want them to align.

In the early days of outsourcing, there were only a few companies to choose from, and they may not have all been experts in the industry. There was an understanding that the support would be outsourced overseas. Uptime Solutions have shown that that’s not necessary.

The First Steps to Outsourcing

In the IT industry, Jason says that many people dislike change. They won’t try something new unless there’s a risk of losing an opportunity or money. It’s often a knee-jerk reaction to something going wrong.

If you’ve reached that point, then you’re ready to outsource. The good news is, Jason says, you can start as small as you want. Start with whichever customer you think will help the outsourcer get a good understanding of the business. They’ll sit down with you and discuss your needs.

The Uptime model allows you to start small and grow, so their contracts are per customer you outsource. They don’t do an immediate handover, either – it’s done gradually. Their contracts are flexible and can even vary from client to client.

How to Connect with Jason KemsleyUptime SolutionsEmail JasonFollow Uptime Solutions on TwitterConnect with Jason on LinkedInHow to Connect with MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk in iTunesSubscribe, rate and review TubbTalk on Stitcher RadioSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodeISO AccreditationHalo PSABook: Gino Wickman: Traction: Get a Grip on Your BusinessThe Tech TribeYou Might Also be Interested inPodcast: Effective Outsourcing for MSPsA New Employee: The Cost to Your MSPPodcast: How to Outsource Your NOC, SOC and Helpdesk

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MSP Congress: How to Avoid the Mistakes That MSPs Often Make!

Despite an incredibly challenging year for businesses across Europe, demand for technology providers to offer theirclients Managed IT Services is at an all-time high. But there are challenges and potential MSP mistakes. So, I’ll be sharing my tips on how to avoid these in my session at the MSP Congress Event on 21 September.

How to Avoid the MSP Mistakes That People Often Make!

In my session, I’m going to explore:

Why the Managed Service Provider offering is so popularThe challenges in moving from the traditional Break/Fix model to a recurring revenue modelThe top mistake established MSPs make that cost them businessThe stumbling blocks MSPs face in winning new clients

By the end, I want you to go away feeling confident about the future and how you will grow your MSP.

How to Register for the Event

The MSP Congress event starts at 8:45am CEST (7:45am BST). My session is at 9:30am CEST (8:30am BST).

Click here and register for the event.

As always, we make these presentations as interactive as possible, so come prepared with your toughest questions!

Will There be a Recording of the Event?

This presentation will be recorded and made available to view on-demand.

Click here and register to be notified when the recording is available.

Grow Your Business and Avoid Typical MSP Mistakes

Things don’t always go according to plan, which is why I’ll share my own journey with you. I’ll give you practical, real-world advice on how you can avoid the mistakes that MSPs often make that cost them time and money. Sound good?

Remember, this session will be interactive! Leave me a comment below, or get in touch with your toughest questions now

You Might Also be Interested inCommon Mistakes to Avoid When Marketing Your MSPFour Key Areas Affecting GrowthPodcast: Customer-Focused Vendors

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