MSP Sales Tactic
Using Kaseya to Perform an IT
Network Assessment to Win New
Business
May 21, 2013
Agenda
• Introductions
• Our sponsor
• Our MSP expert – Erick Simpson– How to create a sales pitch for using IT network
assessments as an MSP prospecting tool
– The types of information to gather during the assessment and how to analyze the data
– How to use Kaseya as the technology that enables this sales tactic
– How to prepare for the recap customer meeting so you can handle typical questions – and handle common objections
– How to use the summary report of findings to convert the prospect to a customer with a new managed services agreement
• Kaseya demo & Network Assessment expert – Jeff Keyes
• Q&A
2
Stay until the end or participate in the
session via Q&A and you may win!
From the Part 1 session
Why IT Network Assessments are
Good Prospecting Tools for MSPs
Using IT Network Assessments as an
MSP Sales Tool
• What is an IT network assessment
• What to offer for free AND what to charge for
• Where to leverage your current tools to do the heavy lifting during the assessments
• What gaps might exist with your current tools that may limit your strategic success
• What information to present to the prospect - and when
1st Prospect Meeting – Sales Steps 1-3
• 1st Client Meeting– You have prepared for the
meeting
– You have conducted your Warm-Up
– You have conducted your Business Needs Analysis
• Introduce the Network Analysis
1. Strategic Preparation
2. Warm-Up
3. Qualifying
Running a Network Assessment
• Deploy first Kaseya agent
• Remote deploy the rest– Scan the network for missing devices / machines
• Policy assignment
• Audit
• Check general network configuration
• Check antivirus
• Check patch
• Check backup
• Check key monitoring stats
• Summary of Findings Report
8
Kaseya Demo
9
Network Assessment Sales StrategyLeave behind a connection
• Useful for “emergency” support
• Beginning of other services
• Periodic environmental “spot checks”
• Run specials
10
Sales Step 4: Presentation
2nd Appointment
• Present your network assessment results
• Present your services
• Present your numbers
• Present on your terms
• Don’t forget your warm up!!!
Sales Step 4: Presentation
Prospects invest for practical reasons, explain your services in practical terms…
• Present in a clear, concise, logical order
• Use your prospect’s words when you can
• Stay focused
• Don’t let the prospect take you off course (i.e. price)
• Don’t get technical
• Tie your features and benefits to their pain points
Step 1
• Network Assessment Findings
Step 2
• The PowerPoint Presentation
Step 3
• The Managed Services Proposal
Step 4
• The Cost Savings Analysis
How to Present in a Clear, Concise,
Logical Order
Sales Step 5: Overcoming Objections
An objection is only a misunderstanding or
lack of information – avoid creating them…
• Don’t create arguments
• Don’t oversell features and benefits
• Don’t move forward until you confirm
your prospect’s understanding
• Don’t ignore your prospect’s questions
• Don’t use sales profanity…
Overcoming Objections
Words mean things, don’t use words
that mean the wrong thing…
Most common sales profanity:
Bad Word Better Word
Customer Client
Contract Agreement
Buy Invest
Problem Challenge
Appointment/Meeting Visit
Overcoming Objections
An objection is only a misunderstanding
or lack of information…
Step 1: Identify Objection
(Minor, Major, or Conditional)
Step 2: Acknowledge Objection
(I understand Mr. Prospect&)
Step 3: Qualify Objection
(Ask more questions)
Step 4: Answer Objection
(Clarify the misunderstanding)
Overcoming Objections
There are 3 types of objections, which
are you dealing with?
Step 1: Identify
Minor Objection – The prospect’s way of saying
slow down. Overcome this objection NOW!
“I want to think about it�”
Major Objection – An objection that can be
overcome, but not today - such as public school
budgets
“Our budget cycle is not until next quarter�”
Conditions – Terms for doing business. You
cannot overcome conditional objections
“Our security measurements must meet HIPAA
Compliance�”
Overcoming Objections
To be the trusted advisor, let your
prospects know you hear them…
Step 2: Acknowledge
“I understand Mr./Ms.
Prospect&”
Overcoming Objections
Back up a few steps in the process to
move forward in the process…
Step 3: Qualify
Remember your qualifying process:
Discover what the misunderstanding is
Discover what information the prospect
is lacking
Overcoming Objections
Clear the objection and close by invoking
emotion
Step 4: Answer
Once you discover what the
misunderstanding is, simply clarify.
Once you discover what information
the prospect is missing, simply
deliver it.
The Price Objection
• When the perceived value of a
solution exceeds its cost,
decision making is easy
• For prospects who have
pressing needs, not buying your
product or service might be
their most expensive option
Sales Step 6: Closing
Closing is not the most important step in
the sales cycle, it’s the 6th step…
• Assume the sale – keep moving until they say stop
• Don’t oversell – listen for the buying signs to close
• Don’t stumble through your closes – Practice,
Practice, Practice
• Remember your “value info” from your warm up
This is the easiest step to get you more business, don’t skip it…
Sales Step 7: Follow Up
Simplify your service delivery by
asking for vertical-specific
referrals
Get more referrals by using a
Referral Lead Sheet
Execute your Preparation step for
the next sale with your new client
NOW!
Next Steps
• More on SPC International’s Kaseya Optimization Services
http://s.spc-intl.com/kaseyarmm
• For a free live Kaseya product demo
www.kaseya.com/mspdemo
• For a free trial
www.kaseya.com/trynow
• To speak with us
www.kaseya.com/contactme
25@kaseyacorp/company/kaseya/KaseyaFan community.kaseya.com
Save $100 with SPC’s special Kaseya
Optimization Offer!
http://s.spc-intl.com/kaseyarmmsvc
Attachments
Kaseya Network AssessmentWorking Notes
• Deploy first Kaseya agent
• Remote deploy the rest– Scan the network for missing devices / machines
• Policy assignment
• Audit
• Check general network configuration
• Check antivirus
• Check patch
• Check backup
• Check key monitoring stats
• Summary of Findings Report
27
Agent DeploymentOrganization assignment
• First Kaseya agent
– URL Link
• Kaseya agent deployment to
environment
– Credentials
– Domain
– LAN Watch28
Policy
• Wraps functionality together
• Assign to an organization
• Means we just deploy Kaseya agents to
the environment…and then print
reports
29
Audit Scans
• Baseline
• Update
30
Servers
• Patch settings
• Open shares
• DNS / DHCP
• Event logs
• Disk utilization
• Warranty
• Sizing
• Logon scripts
• Time status31
Patch
• Run scan
– (optional) Assign profile
• View patch scan status
• View automatic update settings
32
Security
• Patch
– Windows auto update
– Current missing patches
• Antivirus
– Installed and active?
– Out of date?
• Domain / Workgroup
33
Hardware Lifecycle
• Minimum hardware specs
• Migration report
– Hardware replacements
– Hardware upgrades
• Hardware expected life
34
Software Check
• Licenses for Office, others
• Other remote control solutions
• Undesirable software
– Torrents
– Toolbars
– Crapware
35
Quick Monitoring CheckBasic consumables
• Disk
• Memory
• Network
• CPU
36
Summary of Findings ReportComplete visibility of IT services
• Integrated Across IT Disciplines
• Compliance Reporting
• Multiple Output and Delivery Options
• Custom Report Layouts
• Exportable37
About Kaseya
• Enterprise-class IT systems management for everybody
• Key Facts– Founded 2000
– Privately held, no debt, no external capital requirements
• Multi-million dollar R&D
– 33 offices worldwide in 23 countries with 450+ employees
• 12,000+ customers
• Millions of assets managed
– 6 patents issued for IT service delivery processes & remote IT management processes
• 37 patents pending
– Common Criteria (EAL2+) certified and FIPS 140-2 security compliant
– ITIL v2 and v3 compatible (Pink Elephant cert in progress)
38
Unified Systems Management with
Kaseya Essentials
Event Management
• Alerts / Notifications
• System Events
• Logs
Automation
• Scheduling
• Procedures
• API/Messaging
Business Intelligence
• Reporting
• Dashboards
• Interactive Data Views
IT Configuration Management
Asset Management
Security
Business Continuity
Service Delivery
Systems Monitoring
• Remote Management
• Software Deployment
• Power Management
• Image Deployment
• Desktop Migration
• Mobile Device Management
• Network Discover & AD
• Hardware/Software
• Asset Management
• Virtual Machine
Management
• AntiVirus
• AntiMalware
• Patch Management
• Software Updates
• Image Backup
• Image Virtualization
• File & Folder Backup
• Service Desk/Ticketing
• Policy Management
• Service Billing
• Policy Compliance
• Time Tracking
• Systems Checks & Alerts
• Agent Monitoring
• Enterprise Monitoring
• Agent-less Monitoring
• Log Monitoring
39
Why MSPs Choose Kaseya
A single Kaseya user can proactively manage 1,000s of automated
IT systems and network tasks in the same amount of time
required by a team of technicians using other techniques
It’s the industry’s only patented single-server-single-agent
architecture; MSPs get enterprise-class capability that is easy to
use and easy to afford
With 60+% of top MSPs worldwide using Kaseya, they get access
to the most robust community available
And with so many ISVs plugging in to Kaseya via a seamless
integration process, they get an easy way to leverage their
existing strategic technology partnerships