7 Lessons From Starting, Scaling & Selling

my MSP

presented by: Eric Dosal, Co-Founder, CEO BrightGauge

DISCLAIMER

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A Little About Me & My MSPRe

venu

e

Time

$8.8MM

$800K

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Great Exit

#1 – Put a Sales Process in Place

Tip: Each Opportunity Must Have a Next Step!

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Monitor Your Sales Opportunities

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Tips: Sales Process

¨ Document what works for your best sales person(s)¨ Break out the process into clearly defined steps¨ Don’t get too complicated with v1¨ Match your Opportunity Stages to each step¨ Identify the right tasks to move to the next step¨ Review regularly to identify bottlenecks

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#2 – Invest In Customer Success

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Exceed Expectations

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It’s About The Long Term Relationship

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Customer Retention is Key

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2% Churn 1% Churn .5% Churn -1% Churn

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Give them the KPIs to monitor

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Tips: Customer Success

¨ Focus on EXCEEDING Customer Expectations¨ Buy in for this role must be top down¨ They are your farmers & account managers¨ They keep your accounts from churning¨ Should be compensated on Account Growth¨ Give them the KPIs to monitor

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#3 – Identifying Your Ideal Customer

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Banks1. Security Concerns2. Valued Reputation3. Required IT Audits

SMB Services Firms1. 40 +/- Users2. Multiple Offices3. Services Firm

Big Boys1. 200+ Employees2. Technology Based3. Needing Flexibility

Analyze Your Current Customers & Specifically Your “BEST” Customers…Then Ask Where They’re Friends Hang Out

Break Them Down Into 4 Buckets

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A - Customers

B - Customers

C - Customers

D - Customers

Objective Characteristics of Each

¨ Total Revenue Contribution¨ Total Profit Contribution¨ Types of Services They Leverage¨ Referral Business Opportunity¨ Perception Amongst Your Team¨ Personality of the Client¨ Payment History¨ Soft Benefits (Logo, Market Importance, etc.)

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Game Plan For Each Group

¨ Group A¤ What are the top 2 or 3 themes of this list¤ Where do their friends hang out?

¨ Group B¤ What qualities are they missing from Group A?¤ Can you upsell / change relationship?

¨ Group C¤ Do they bring enough incremental margin?

¨ Group D¤ FIRE THEM TOMORROW

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#4 – Holding My Team Accountable

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Compuquip Scorecard

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One Major Problem…No Accountability!

Accountability via Scorecards

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Real Time or Manual Updating

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Benefits of Accountability via Scorecards

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¨ Provides transparency of what to focus on¨ Creates alignment with your team¨ Holds each team member accountable¨ Identifies problem areas quickly¨ Keeps your team on track with your goals

#5 – Creating Healthy Competition

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Driving Competition the Right Way

Pros

¨ Increase employee engagement

¨ Almost immediate improvement

¨ Top dogs will shine

Cons

¨ Mandated play isn’t really “playing”

¨ Increase in cheating & cutting corners

¨ Novelty will wear off

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Driving Competition the Right Way

¨ Set team goals¨ Must be transparent¨ Get everyone’s buy in¨ Explain each person’s impact¨ Encourage teamwork¨ Change them up

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#6 – Simplify The Contracts

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Tips: Simplifying Contracts

¨ Make the Contract a Marketing document¨ Explain the VALUE they will get, not the techie work¨ Simplify the T&Cs, they are just a hurdle¨ 3 Year deals with 6 month termination clauses¨ Don’t forget the annual increase 3% - 5%

To Learn More Watch: https://youtu.be/oqTG3O7WfSE

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Monitoring Your Contracts

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#7 – Connect With Your Customers

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Expanding Your Relationship

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Your Client Point of Contact

The Person That Signs Your Check

The Boss (El Jefe)

Onsite Customer Breakfast (every 120 days)

¨ Prescheduled in advanced ¨ Confirmed with 24 hours before¨ Must include food (bagels or donuts)¨ Must be in the morning¨ Must review currently open issues (bring the list)

+ =

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Tips: Connecting With Your Customers

¨ Visit your customers regularly¨ Client Satisfaction surveys are a MUST¨ Give your customers a channel to communicate¨ Share the positive with the team¨ Address the negatives quickly and transparently¨ Communicate the way they want to hear from you

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7 Lessons From Scaling My MSP

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1. Standardize Your Sales Process2. Invest in Customer Success3. Identify Your Ideal Customer4. Hold Your Team Accountable5. Create Healthy Competition6. Simplify Your Contracts7. Connect With Customers

How BrightGauge Works – Jan ‘17

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BrightGauge by the Numbers – Jan ‘17

¨ 1,000+ Partners ¨ 11,000+ Active Users¨ 15,000+ Active Dashboards¨ 19,000+ Client Viewers ¨ Over-The-Top Support ¨ Dedicated Success Team¨ Built by a MSP for MSPs

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Over 20 Integration Partners – Jan ‘17

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Resources to Learn More

1. Service Management Best Practices from Netrix IT2. Sales Best Practices: How we grew our MSP 10x in 5 Years

3. How Investing in Customer Success Drove Our MSP Growth 4. Tips On Structuring Your Long Term Contracts5. Sample Compuquip Managed Services Contract

6. How to Identify Your Ideal Customer to Grow Your MSP7. Improving Your Business with KPIs8. Best Practices on Designing & Using Dashboards

email me at edosal@brightgauge.com

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Resources to Learn More (Links)

1. http://info.brightgauge.com/customer-best-practices-webinar-service-management

2. http://info.brightgauge.com/sales-best-practices-webinar

3. http://info.brightgauge.com/how-investing-in-customer-success-drove-our-msp-growth

4. https://www.youtube.com/watch?v=oqTG3O7WfSE&feature=youtu.be

5. http://info.brightgauge.com/hubfs/Files/BrightGauge_ManagedServAgreement.pdf

6. https://www.youtube.com/watch?v=rpO4_3bjqIE&feature=youtu.be

7. http://info.brightgauge.com/kpi-101

8. http://info.brightgauge.com/dashboard-best-practices-webinar

Note: These links match up to the prior slide in case the others aren’t clickable

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Any Questions?

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Eric DosalCo-Founder, CEO

BrightGauge Softwareedosal@brightgauge.com

Learn more: www.brightgauge.com/resources