Business Transformation in Managed Services

Moderator: Carolyn April, Director, Industry Analysis, CompTIA

Panel •  Moderator: Carolyn April, Director, Industry Analysis,

CompTIA •  Panelists:

–  Len DiCostanzo, Senior Vice President, Community and Business Development, Autotask Corporation

–  Jeannine Edwards, Director, ConnectWise Community, ConnectWise

–  Amy Luby, Vice President, Global Sales and Marketing, Mailprotector

–  John Tippett, COO, EDTS, LLC – Chris Wiser, Founder and CEO, TechSquad IT

Level of Expertise with Managed Services Model

10%

52% 39%

Early on Learning Curve/Too Soon to Tell

Skilled Expert

Competent and Getting Better

Self-Assessed Characterization “Skilled Experts” in Managed Services by Size

71% Large firms ($50M and up in revenue)

30% Medium-sized firms

($5M-$49.9M) 25% Small firms (Less than $5M)

HALF of channel firms report doing some managed services in last year.

Managed Services Adoption Challenges

Not    Important  

Somewhat Important

Very Important

Achieving operational efficiency 0% 30% 70%

Selecting right managed services software 1% 32% 67%

Customer acquisition 2% 35% 63%

Required level of human investment 3% 38% 60%

Required level capital investment 3% 41% 56% Availability of trained consultative sales and tech staff 3% 41% 56%

Time takes to reach profitability 2% 45% 54%

Determining correct monthly pricing model 5% 41% 54%

Migrating sales staff to new model 7% 43% 49%

33%

66%

1%

Self-Reported Rating of Managed Services Operations Very Efficient

Partially Efficient/ Some Areas Need Work

Not Where We Want to Be

HALF of channel firms that report a high

degree of business transformation described their

operations as very efficient.

Operational Efficiency of Managed Services Areas

33%

29%

31%

36%

25%

29%

25%

28%

21%

24%

52%

54%

57%

57%

58%

60%

60%

65%

66%

68%

Human resources

Sales effectiveness

Technical process efficiency

Customer Retention Rates

ROI on new business models

Cost containment

Sales cycle

Business process efficiency

Maximizing profit margin

Pricing structure Close to target Optimal

Panel •  Moderator: Carolyn April, Director, Industry Analysis,

CompTIA •  Panelists:

–  Len DiCostanzo, Senior Vice President, Community and Business Development, Autotask Corporation

–  Jeannine Edwards, Director, ConnectWise Community, ConnectWise

–  Amy Luby, Vice President, Global Sales and Marketing, Mailprotector

–  John Tippett, COO, EDTS, LLC – Chris Wiser, Founder and CEO, TechSquad IT

Up Next •  12:15 – 1:30 pm: Unconference Lunch •  4:15 – 5:15 pm: Closing Keynote with Dan Roam –

Peabody T •  6:00 – 9:00 pm: Fast & Furious Closing Party -

Richard Petty Race Track – To participate in driving activities, wear closed toe shoes

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a trip to Hawaii!

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