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Today’s Presenters
» Territory Manager with GFI Max» Marketing and selling innovative IT solutions
through the channel to the SMB Market for 20 years
Kelly O’Bray
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Speaker Bio
© Cloud Services Depot, Inc. All rights reserved.
Frank Hughes
CEO and Founder of Cloud Services Depot
President of BellSolutions.net :: $1M+ MSP serving Los Angeles County
Founding Member – CompTIA Security Trustmark
Recognized Cloud Computing expert working with major vendors such as McAfee, Google, Xerox and Rackspace
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Challenges for Existing MSP’s
No. 1 Business Desire Worldwide view (No geographical difference)
Absolutely top of mind
44.60% Grow your customer base/market share (Hunt)
Other important
12.80% Run business more efficiently 12.30% Service Excellence 9.20% Build Profit 7.10% Organise business to prepare for future growth 6.60% Expand portfolio to existing base (Farm)
Appear not to be top of mind
3.00% Reduce hassle & stress 2.50% Diversify business to allow for 'cloud' 1.50% Draw back from day to day running 0.40% Exit business
Growth (profitably) is the key driver…
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Challenges for Existing MSP’s - by company size
0-10 Sites
11-30 Sites
31-75 Sites
76-150 Sites
150+ Sites
0
10
20
30
40
50
60
70
Grow BusinessProfit, Efficiency & ScaleServiceRiskExit
… (pretty much) regardless of size…
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Challenges for Existing MSP’s
Disagreeor
StronglyDisagree
NeitherAgree orStrongly
Agree
I advise on best solution to customers needs regardless of profit to be made 5% 6% 89%
I advise on best solution to customers needs with an eye to profit to be made 22% 23% 56%
Customers view me as somebody they trust - I'm VERY reluctant to jeopardise this 3% 1% 96%
I get bombarded with Software & Hardware marketing material that I don't use 12% 17% 71%
I prefer selling recurring revenue services to one-off sales 4% 11% 84%
I'm not a trained sales person but I get by because customers trust me 12% 14% 74%
I'd like marketing & sales ideas 10% 19% 71%
Need to Maintain Trusted Advisor Status…
How you sell to your clients
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Challenges for Existing MSP’s
2011 2013 Delta’s
Little Pro-
ActiveEffort
Some
Much Pro-
Active Effort
Little Pro-
ActiveEffort
Some Much Pro-
Active Effort
Little Pro-ActiveEffort
Some Much Pro-Active Effort
Servers & Server Applications
4% 13% 83% 2% 10% 88% -3% -3% 6%
Workstations 17% 51% 31% 8% 30% 62% -9% -21% 31%
Mobile Devices (eg: Phones, Tablets)
75% 22% 3% 13% 50% 37% -62% 27% 34%
Internet/Cloud Services(eg: SaaS solutions)
47% 41% 12% 9% 37% 54% -38% -4% 42%
Printers/MFDs 58% 35% 7% 31% 49% 20% -27% 14% 14%
Networking Equipment 20% 54% 26% 8% 42% 50% -13% -12% 24%
Security 9% 38% 53% 2% 19% 79% -7% -19% 26%
Backup 2% 19% 79% 2% 11% 87% 0% -9% 9%
Move to Cloud… mobile… workstations…
Changing focus
Where you spend your time today and what is changing
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What We’ve Learned So Far…
1. After 10 clients or so, Profit/Efficiency/Scale becomes the most difficult challenge
2. Retaining the client’s trust while growing the business is very, very important
3. Supporting clients is becoming more difficult with the use of new technology – mobile devices, tablets, cloud services and more.
4. Controlling costs of low-value services like monitoring and end-user support is key to a successful MSP or VAR business.
5. Leverage GFI MAX Building Blocks for a turnkey growth process.
Slide: 8 © Cloud Services Depot, Inc. All rights reserved.
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We Are Here To Help
Cloud Services Depot is a Master MSP that provides private-label Help Desk and NOC Services for IT Services Organizations.
Help Desk Services: We answer telephone calls, email and ticket requests from your clients. Our U.S.-based Help Desk is available 24x7 and all services are delivered in your company’s name.
NOC Services: We bring sanity and profitability to your Managed Services program. Our team of certified engineers will properly configure GFI MAX and then remediate all alerts/alarms detected by the platform. We also accept one-off work requests and can help with scheduled/recurring tasks.
Slide: 9 © Cloud Services Depot, Inc. All rights reserved.
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What is a NOC?
NOC Services are a comprehensive set of services that are designed to keep managed systems optimized and secure by performing daily, weekly and monthly maintenance.
NOC Services manages your client’s equipment including workstations, servers and network devices.
Cloud Services Depot seamlessly integrates a virtual support solution with your core service offerings by using GFI MAX, your PSA tool and your NOC Policies in conjunction with our systems engineers.
Slide: 10 © Cloud Services Depot, Inc. All rights reserved.
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How Do NOC Services Help?
NOC Services solves the Profit/Efficiency/Scale problem. It is a cost-effective service to support your clients by using our team of technical experts.
Eliminates the hassle of dealing with every GFI MAX alert Gives you and your techs more time for higher-revenue projects Creates lots of billable time at your standard hourly rate Creates lots of closed tickets in GFI MAX and your PSA software Improve Managed Services profit margin Improve Client Reports in RMM and PSA tools
Slide: 11 © Cloud Services Depot, Inc. All rights reserved.
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What’s Included?
Device Setup – GFI MAX is updated with your NOC management policies. The NOC team provides monitoring and full remediation services. The NOC team continuously reviews the active software/services on each device to fine-tune the service.
Device Monitoring – We monitor all managed devices 24x7 using GFI MAX. Issue Remediation – NOC Services includes full remediation of issues detected by GFI MAX, escalated from the Help Desk or reported by you.
Scheduled Tasks – You can ask the NOC team to schedule a future task to prevent disruption to end-users or other tasks. Work Requests – NOC Services includes unlimited Work Requests to help offload tedious technical tasks from your office. You can still invoice your client at your standard hourly rate for all Work Requests performed by the NOC.
Slide: 12 © Cloud Services Depot, Inc. All rights reserved.
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Servers
Operating Systems
Microsoft Windows: 2000, 2003, 2008
Linux – Most commercial distributions
Common Server Applications
Microsoft Exchange
Microsoft SQL Server
Microsoft Terminal Server
Microsoft SharePoint
Microsoft Dynamics CRM
Citrix Presentation Server
Blackberry Enterprise Server
Citrix Presentation Server
FileMaker Server
Blackberry Enterprise Server
IBM Lotus Domino Server
Symantec Veritas Data Protection
Slide: 13 © Cloud Services Depot, Inc. All rights reserved.
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Workstations
Operating SystemsMicrosoft Windows: 2000, XP, Vista, Win7
Apple – OS X (all versions)
Linux – Most commercial distributions are supported
Workstation Applications
Adobe Acrobat and Flash
Adobe Illustrator
Adobe Dreamweaver
Adobe Photoshop
WordPerfect
Microsoft Live Meeting
Microsoft Outlook and Entourage
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Microsoft Publisher
OpenOffice and LibreOffice
Intuit QuickBooks
Sage Peachtree
Slide: 14 © Cloud Services Depot, Inc. All rights reserved.
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Network Devices
Device TypesNetwork printers, copiers and other imaging devices
Network core and perimeter devices (e.g. routers, firewalls, gateways, etc.)
Any device supported by GFI MAX
Common Device Vendors
3Com
APC
Avaya
Cisco
D-Link
Dell
HP
Huawei
IBM
Intel
Juniper
Linksys
Netgear
Nortel
Slide: 15 © Cloud Services Depot, Inc. All rights reserved.
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Service Level Agreement
SERVICE LEVEL AGREEMENT
Issue Critical High Normal Low
Service Availability
24x7x365 24x7x365 24x7x365 24x7x365
FirstResponse
Within 15min Within 30min Within 3hrs Within 12hrs
Second Response
Within 30min Within 45min Within 6hrs Within 18hrs
Resolution of Issue
Within 45min Within 60min Within 9hrs Within 24hrs
Definition Business directly affected
Business partially affected
Business is indirectly affected
Business is not affected
Slide: 16 © Cloud Services Depot, Inc. All rights reserved.
Every new ticket is manually reviewed within 15 minutes of arrival.
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NOC Services Review
NOC solves the problem of expanding your company without hiring new personnel.
NOC only takes care of client devices – not users!
NOC leverages your investment in GFI MAX.
NOC never contacts or communicates with your clients.
Slide: 17 © Cloud Services Depot, Inc. All rights reserved.
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What Is A Help Desk?
Help Desk Services is a cost-effective service to support your clients using our live support agents located in Los Angeles, California.
24x7 support (no additional cost) Private label services – all calls answered in your company name Certified technicians with on-site management World-class call center located in California
Cloud Services Depot works hard to provide transparent support to your clients. We answer the phone with your company name and tickets can be synchronized to Autotask or ConnectWise PSA.
Slide: 18 © Cloud Services Depot, Inc. All rights reserved.
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Why Help Desk Services?
Slide: 19 © Cloud Services Depot, Inc. All rights reserved.
Extend your support coverage to 24x7
Grow your team without hiring new personnel or paying for contractors
Build customer loyalty – no scripts or flowcharts
Support more technologies: Apple, Mobile Devices, Industry Apps
Flexible - send calls to the Help Desk after-hours, sick days, trade shows, etc.
Leverage industry-standard processes to provide better support
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How Does It Work? (Phone Support)
Agents will either close or escalate the ticket to your office.
Agents troubleshoot issues with user verbally or using LogMeIn Rescue.
Agents open tickets that automatically sync to your PSA.
Help Desk agents answer calls in your company name.
Support calls are directed to a unique toll-free number.
Users call your office for help.
Slide: 20 © Cloud Services Depot, Inc. All rights reserved.
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How Does It Work? (Email Support)
Agents will either close or escalate the ticket to your office.
Agents calls the user to troubleshoot issues using LogMeIn Rescue.
Agents review new tickets that automatically sync to your PSA.
Inbound email is converted to a Help Desk ticket.
Forward email to the dedicated, custom email address provided by Cloud Services Depot.
Users send requests to your existing email address: Support@yourcompany.com.
Slide: 21 © Cloud Services Depot, Inc. All rights reserved.
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What’s Covered?
PlatformsMicrosoft Windows: 2000, XP, Vista, Win7 (workstations only)
Apple – OS X (all versions)
Mobile Devices – Android, Apple, Blackberry, Windows Mobile
ApplicationsAdobe Acrobat, Flash, Photoshop, Illustrator, Dreamweaver
Microsoft Products: Office, Live Meeting, Visio, Entourage, SharePoint
Browsers: Mozilla Firefox, Internet Explorer, Google Chrome, Safari
Google Apps for Business and Corel Office including WordPerfect
FileMaker Pro, Advanced and Go
Nuance Products: Paperport, OmniPage
HardwareStandard computer peripherals
Slide: 22 © Cloud Services Depot, Inc. All rights reserved.
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Service Level Agreement
Cloud Services Depot offers the most stringent Service Level Agreement (SLA) for Help Desk Services in the IT industry. All call activity is logged in the Help Desk Portal and resellers can view call reports at anytime.
All support calls are recorded and attached to each ticket for easy reference and playback.
Inbound Calls - 90% of calls are answered within 90 seconds. Most calls are answered
in less than 30 seconds.
Email Requests - All inbound email will receive a telephone callback within 2 hours
from the time the Help Desk receives the email notification.
Slide: 23 © Cloud Services Depot, Inc. All rights reserved.
PSA Tickets - All inbound PSA tickets will receive a telephone callback within 2 hours
from the time the Help Desk receives the ticket.
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Help Desk Services Review
Help Desk is designed for end-user support only.
Help Desk uses its own remote control software for maximum security.
Help Desk can escalate tickets directly to the NOC team for additional troubleshooting. When the issue is fixed, the ticket is sent back to the Help Desk to confirm with the end-user.
Slide: 24 © Cloud Services Depot, Inc. All rights reserved.
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NOC Services - Price List
Reseller Setup Fee - $99
$7 per month
$49 per month
Workstations
Servers
GFI MAX
Your PSA Software
Your Specific Directions to Manage Each Client
Your Satisfaction is 100% Guaranteed
Slide: 27 © Cloud Services Depot, Inc. All rights reserved.
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Help Desk Services - Price List
Reseller Account Fee - $10/month
100 minutes = $150
500 minutes = $700
1000 minutes = $1250
5000 minutes = $5900
$17/user per month (10-user minimum)
Per-Minute
Per-User
Slide: 28 © Cloud Services Depot, Inc. All rights reserved.
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Webinar Promotion
Open a free reseller account at CloudServicesDepot.com.
Purchase Help Desk or NOC Services
from the Marketplace.
Follow the Getting Started Guide to set up account and to activate services.
Slide: 29 © Cloud Services Depot, Inc. All rights reserved.
15% Lifetime Discount on NOC Services!
Register with promo code: GFI
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GFI MAX Building Blocks Managed Services simplified
» Easy to implement
» Easy to sell
» No costly training
» Get going with no changeto your operation
» Move at the right pace□ Do the right thing for your client
□ Manage the risk to your business
» Easy to evolve with current Managed Services approach
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Un-Managed Central
Infrastructure
Un-Managed Workstations
GFI MAX Building Blocks for Managed Services
Monitoring
Pro-Active Maintenance
Support
Monitoring
Pro-Active Maintenance
Support
Managed Central
Infrastructure
Managed
Workstations
Attract New Customers
Additional Profitable Services
Retain Advisor/Leadership
Increase Recurring Revenue
Reduce Risk/Unpredictability
Efficiency, Scalability
Business Value
Un-Managed Email
Email Security
Email Continuity
Email Archiving
Managed
Un-Managed Mobile
Devices
Monitoring
Mobile Security
Support
Managed Mobile
Devices
Un-Managed Cloud
Services
Monitoring
3rd Party Management
Support
Managed Cloud
Services
Un-Managed Continuity
Availability Monitoring
Connectivity Monitoring
Backup Testing
Enhanced Continuity
Un-Managed Security
Managed Antivirus
Penetration Testing
Data Leakage
Protection
Enhanced Security
Infrastructure Components Extra In-Depth Focuses
Lo
we
r va
lue
bu
t si
mp
le
Lucrative but more complex
Lowering your business risk
32
GFI MAX Building Blocks 201
Monitoring
Pro-Active Maintenance
Support
Monitoring
Pro-Active Maintenance
Support
Managed Central
Infrastructure
Managed
Workstations
Attract New Customers
Additional Profitable Services
Retain Advisor/Leadership
Increase Recurring Revenue
Reduce Risk/Unpredictability
Efficiency, Scalability
Business Value
Un-Managed Email
Email Security
Email Continuity
Email Archiving
Managed
Un-Managed Mobile
Devices
Monitoring
Mobile Security
Support
Managed Mobile
Devices
Un-Managed Cloud
Services
Monitoring
3rd Party Management
Support
Managed Cloud
Services
Un-Managed Continuity
Availability Monitoring
Connectivity Monitoring
Backup Testing
Enhanced Continuity
Un-Managed Security
Managed Antivirus
Penetration Testing
Data Leakage
Protection
Enhanced Security
Infrastructure Components Extra In-Depth Focuses
Un-Managed Central
Infrastructure
Un-Managed Workstations
Lo
we
r va
lue
bu
t si
mp
le
Lucrative but more complex
Lowering your business risk
33
Managed Workstations
Un-Managed Workstations
Monitoring
Pro-Active Maintenance
Management and
Support
Managed Workstations
Workstation Monitoring
Antivirus Monitoring
Customer Reporting
SW Patch Management
Automated Scripts
Asset Tracking
Remote Support
PSA Integration
Customer Reporting
Lo
we
r va
lue
bu
t si
mp
le
Lucrative but more complex
Lowering your business risk
Managed Antivirus
Automated Tasks
Customer Reporting
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Client reporting for central infrastructure
Client confidence email
Patch Management report
All branded as yours
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What’s in each Building Block?
The assets to sell managed services for FREE
Managed3
Maintenance 2
Monitor1
Information about the service, context in which it sits in Building Blocks
Financials (pricing & profit) calculators
Promotional material (flyers, letters, Fax Backs, phone scripts, web site text, etc.), value proposition, marketing and sales strategy
Implementation documents (contracts, SLAs, statements of work)
Implementation considerations: Integration, billing, scaling, etc.
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The Building Blocks Approach: Any business model
» Starting out: Building Blocks 101
□ Sales tools - Deliver easily understood, easily sold services
□ Door openers - Low-cost services, easy entry point – to get you in the door
□ Get customers used to contracted service
□ start up-selling to a fully managed service
» Advanced: Building Blocks 201
□ Profitable Growth - Building revenue AND profit
□ Manage the risk transfer - Once you know your customers IT
□ Plan your growth - Resource to and manage for SoW & SLA
□ Move towards “All you can eat” managed services 24x7x365 systems management, help desk and vendor management– profitably.
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Online support and live coaching - FREE
The MSP Community:
» Webinar Recordings» White Papers» Blog Postings» Videos: Ideas to grow
your MSP business» Guest Presenters» Building Blocks to
Managed Services content
mspbusinessmanagement.com
39
How to get going with Building Blocks
Sign-up to a FREE 30-day trial of GFI MAX RemoteManagementhttp://www.gfi.com/maxrm/
□ You get the full system
□ Set up in less than 10 minutes!
□ No commitment
□ No hard-sell
Or contact us for more information on the Building Blocks to Managed Services Program at: sales@gfi.com
Thank You!
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