Service Management Excellence presented by Rex Frank of Sea-Level Operations
Your Captains Through This Journey Hosted By: Eric Dosal BrightGauge So7ware Co- Founder & SMarke@ng Presented By: Rex Frank Sea- Level Opera@ons Founder & President 2
Webinar Specials Non-Customers Sign up before 28 th March 2014 1 Month Free & Free Implementation ($475+ value) Request a Demo at http://info.brightgauge.com/demo-request to learn more and post sign up email edosal@brightgauge.com for discount details Existing Customers Submission: BrightGauge T-shirt Post Trial: 20% discount for 6 months (referral & referrer) No limit to the number referrals 6+ referrals will extend discount to months 7 12 Email edosal@brightgauge.com with contact info 3 3
FREE WHITE PAPER Keeping A Pulse On Your Business http://info.brightgauge.com/using-data-decisions 4 4
Agenda Free The Owners From Operations Move away from being a technician and towards being a true leader Create an Annual Strategic Operations Plan Leverage your RMM and PSA to drive down costs Manage your technicians and incent certain desired behaviors Create and document day to day policies and procedures Measure the right KPIs and understand various financial metrics 5
Move away from being a technician - (E-Myth, Michael Gerber) How did we get here? We are each the Technician, Manager and Entrepreneur We NATURALLY want to the Technician Working ON the business rather than IN the business What really is the Highest and Best use of our Time? 6
Business Operations Business operations are those ongoing recurring (cyclic) activities involved in the running of a business for the purpose of producing value for the stakeholders 7
10-Step Operations Plan 1. Get Your PSA Configured Correctly 2. Get Your Policy and Procedures Documented 3. Establish Measurable KPI s 4. Service Team Human Resources 5. Leverage Your Tools 6. Get your Accounting Systems in Order 7. Client Facing Systems 8. Getting Ready to Grow! 9. Marketing 10. Develop Outside Sales Strategy 8
#1 - Get Your PSA Configured Correctly 1. Business Units 2. Service Boards / Queues 3. Basic Workflow Rules 4. Agreement / Contract Configuration 5. Correct Billing Rates 6. Travel Billing Configuration 7. Expense Reports 8. Client Portal 9. Member Security Role Configuration 10. Recurring Service Tickets 9
#2 - Get Your Policy and Procedures Documented 1. Expense Report Procedures 2. Ticket Triage Process 3. Ticket Dispatch Process 4. Engineer Time Entry/Sheet Procedures & Policy 5. Ticket Closing Procedures 6. Time Sheet Approval Processes 7. After Hours/On Call Policy 10
#3 - Establish Measurable KPI s 1. Agreement / Contract Profitability 2. Ticket Age 3. SLA Measurement 4. Engineer Utilization 5. Financial Metrics What gets measured, gets managed Peter Drucker 11
#4 - Service Team Human Resources 1. Engineer Bonus Plan 2. Service Manager Bonus Plan 3. Organization Chart vs. Accountability Chart 4. Employee Job Descriptions 12
#5 - Leverage Your Tools 1. RMM Tool Effectiveness 2. Client Password Management 3. Client Documentation Processes 4. Client Backup Monitoring Processes 5. Client Patch Management Processes 6. Desktop/Endpoint Script Management 7. Standardization of Servers, Workstations, BDRs Across Clients (HAAS) 13
#6 Get Your Accounting Systems In Order 1. GL Mapping to Correct Business Unit GL Accounts 2. Down Payment Tracking 3. Proposal Integration 4. Billing Products from PSA 5. Disputed Invoice Processes 6. Hourly Time Billing Procedures 7. Recurring Agreement Billing Procedures 8. Finance Reporting in SLI Format 9. Procurement Coordination with Dispatch and Accounting 14
#7 Client Facing Systems 1. Client Touch Plan 2. Client Quality Control Processes 3. New Client Onboarding 4. Pre-Sales Client Assessment (Red Flags / Minimum System Standards) 5. Tracking of Renewals and Warranty Expirations 6. Project Management Processes 7. Develop the Account Management Role (Sales to Existing Clients) 8. Quarterly Business Reviews (VCIO Role) 9. Problem Management for Tough Client Issues 15
#8 Getting Ready to Grow! 1. Hiring Processes 2. Admin and Management Compensation Plan 3. New Employee Onboarding Processes 4. Employee Annual Training Programs 5. Employee Goal Setting / One-on-One Meetings 16
#9 Marketing 1. Company Mission, Vision, Values 2. MSP Branding 3. Marketing Plan 4. Newsletter 5. Website 6. Marketing Manager 7. MDF Funds from Vendors 8. Lunch and Learn Topics and Calendar 9. Annual Open House / Technology Expo 17
#10 Develop Your Selling Strategy 1. Sales Compensation Plan 2. Managing Opportunities / Sales Funnel 3. Sales Process for Engineers Participating in Scoping 18
Leverage your RMM and PSA to drive down costs Create the NOC Manager position Get your configurations syncing TRULY Commit to tuning the noise out of your alerts Commit to learning the scripting capabilities 19
Manage Your Technicians and Incent Certain Desired Behaviors Bonus on Utilization or Efficiency? Utilization on Hourly and Project work Efficiency on Fixed Fee Agreements (No Hiding Out in Agreements) 3X Bonus Plans Set Quarterly Goals with EACH Employee that Drive the Team Toward the Business Goals. 20
Create and Document Day to Day Policies and Procedures Adopt a view that when the company fails, it s likely because the procedure failed, not the person Accountability is not possible unless YOU can show them where they didn t follow a policy or procedure Designate ONE place where Operations Policy and Procedure is located. Update it and refer to it whenever possible 21
Measure the Right KPIs and Understand Various Financial Metrics Separate and Measure, Revenue, Hard COGS and Direct Labor COGS for Business Unit (Professional Services, Managed Services and Application Development) Managed The EXCEPTIONS Drive KPI s to Zero vs. 22
Live Webinar Poll Responses Results on next pages based on the combined responses from those that attended live
What Accounting Package Do You Use? 54% Responded 24
When is Time Entry Required by Your Team? 37% Responded 25
What PSA Does Your Team Use? 56% Responded 26
What Style of Dispatch Does Your Team Use? 56% Responded 27
Do you share standard metrics with the team? 60% Responded 28
Do you follow a formal Marketing Process? 49% Responded 29
How can BrightGauge help you achieve your business goals? visit www.brightgauge.com to learn more