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1 Growing Your Business Using NOC and Help Desk Services.

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Presentation on theme: "1 Growing Your Business Using NOC and Help Desk Services."— Presentation transcript:

1 1 Growing Your Business Using NOC and Help Desk Services

2 2 Todays Presenters » Territory Manager with GFI Max » Marketing and selling innovative IT solutions through the channel to the SMB Market for 20 years Kelly OBray

3 3 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

4 4 Challenges for Existing MSPs 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…

5 5 Challenges for Existing MSPs - by company size … (pretty much) regardless of size…

6 6 Challenges for Existing MSPs Disagree or Strongly Disagree Neither Agree or Strongly 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

7 7 Challenges for Existing MSPs 20112013Deltas Little Pro- Active Effort Som e Much Pro- Active Effort Little Pro- Active Effort SomeMuch Pro- Active Effort Little Pro- Active Effort SomeMuch Pro- Active Effort Servers & Server Applications 4%13%83%2%10%88% -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% 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

8 8 What Weve Learned So Far… 1.After 10 clients or so, Profit/Efficiency/Scale becomes the most difficult challenge 2.Retaining the clients 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.

9 9 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 companys 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.

10 10 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 clients 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.

11 11 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.

12 12 Whats 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.

13 13 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.

14 14 Workstations Operating Systems Microsoft 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.

15 15 Network Devices Device Types Network 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.

16 16 Service Level Agreement S ERVICE L EVEL A GREEMENT IssueCriticalHighNormalLow Service Availability 24x7x365 First Response Within 15minWithin 30minWithin 3hrsWithin 12hrs Second ResponseWithin 30minWithin 45minWithin 6hrsWithin 18hrs Resolution of Issue Within 45minWithin 60minWithin 9hrsWithin 24hrs DefinitionBusiness 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.

17 17 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.

18 18 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.

19 19 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

20 20 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.

21 21 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.

22 22 Whats Covered? Platforms Microsoft Windows: 2000, XP, Vista, Win7 (workstations only) Apple – OS X (all versions) Mobile Devices – Android, Apple, Blackberry, Windows Mobile Applications Adobe 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 Hardware Standard computer peripherals Slide: 22 © Cloud Services Depot, Inc. All rights reserved.

23 23 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.

24 24 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.

25 25 RMM Platform Support Slide: 25 © Cloud Services Depot, Inc. All rights reserved.

26 26 PSA Platform Support Coming Soon: Slide: 26 © Cloud Services Depot, Inc. All rights reserved.

27 27 NOC Services - Price List 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.

28 28 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.

29 29 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

30 30 GFI MAX Building Blocks Managed Services simplified » Easy to implement » Easy to sell » No costly training » Get going with no change to 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

31 31 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 Email Un-Managed Mobile Devices Monitoring Mobile Security Support Managed Mobile Devices Un-Managed Cloud Services Monitoring 3 rd 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 Lower value but simple Lucrative but more complex Lowering your business risk

32 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 Email 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 Lower value but simple Lucrative but more complex Lowering your business risk

33 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 Lower value but simple Lucrative but more complex Lowering your business risk Managed Antivirus Automated Tasks Customer Reporting

34 34 Client reporting for central infrastructure Client confidence email Patch Management report All branded as yours

35 35 Whats in each Building Block? The assets to sell managed services for FREE Managed 3 Maintenance 2 Monitor 1 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.

36 36 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.

37 37

38 38 Online support and live coaching - FREE The MSP Community: »W»Webinar Recordings »W»White Papers »B»Blog Postings »V»Videos: Ideas to grow your MSP business »G»Guest Presenters »B»Building Blocks to Managed Services content mspbusinessmanagement.com

39 39 How to get going with Building Blocks Sign-up to a FREE 30-day trial of GFI MAX RemoteManagement http://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.comsales@gfi.com Thank You!


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