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Compuquip Overview

Vision vs Strategy

Top 10 Priorities for Compuquip

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COMPUQUIP OVERVIEW

30+ years in business in South Florida Family owned and operated Profitable since inception, no debt HQ in Miami, satellite office in Tampa 80+ full time employees across 3 divisions 46 members in the Infrastructure Group Kaseya partner since April 2006 (originally N-

Able)

Connectwise partner since Sept 2002 (partner #27)

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COMPUQUIP BY THE NUMBERS

35+ clients across 13 states in over 115 locations

2,700 end users opening 2,540 tickets per month

2,900 workstations and 565 servers under mgmt

2,650 NOC Services alerts / tickets per month Over 5,360 total service tickets handled per

month KES, McAfee, zScaler, & i365 Average client 50 – 200 end users

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BEEN A ROLLER COASTER FOR 2 YEARS

Hired 2 new Service Managers & 15 Engineers Replaced our CFO with Director of Finance Repackaged existing service offering Restructured our sales approach Added new service offerings around the cloud Narrowed our Integration Project focus Implemented a social media & marketing

strategy Focused on efficiency via metrics and KPIs Provided our clients with more transparency

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CURRENT MSP CHALLENGES

Developing a Cloud Computing Strategy What are the big boys up to? Google, Microsoft,

etc. Service Management – Someone to handle the

tickets Lead Generation – Where to get more qualified

leads Sales Management – Someone to manage the

hunters More Time in the Day – Too many meetings and

work to do Want More Cash in the Bank

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SET YOUR VISION, LET YOUR STRATEGY CHANGE

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WHAT’S OUR RIGHT OF WAY?

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Top 10 Compuquip Priorities

allowing us to focus on

Finding “Our” Right of Way

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#1: REVIEWING OUR RESOURCES

People are our highest expense The right people in the right jobs is awesome Hire people that can do the job with no micro

mgmt Hire slow and fire fast Only hire to relieve a pain point Technical – focus on certifications and client

service Sales People – need hunters not farmers Everyone else – needs to understand the

team goal

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#2: REVIEWING OUR OFFERING(S) & PRICING What are client’s drawn to? What services can’t they live with? Can we price those higher? What services are least used? Can we remove them and reduce cost? Know the costs, how can you price without

it? Your clients are willing to pay more

11

"A good decision executed quickly beats a brilliant

decision implemented slowly"

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#3: DEVELOPING NEW OFFERINGS

Defining our ‘Right of Way’ Identifying Trends Getting away from the commodity stuff Moving toward IT Strategic Planning Data Center Hosting Offsite Backup Hardware as a Service (still working on it)

Hosted / Managed VoIP (in the planning phase)

12

“You're better off with a kick-ass half than a half-

assed whole”

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#4: RESTRUCTURED OUR SALES APPROACH Historical “farmer model” does not work for us Hunter model working solo has failed Can’t justify the high sales pay for managed

services 90% of leads come from referral, website, or our

CEO

Focusing on “Rain Maker” Selling Approach Similar to Accounting Firms & Law Firms Executive to Executive sale to build trust Leveraging cold callers for prospecting

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#5: MEASURING OUR PERFORMANCE

Develop Key Performance Indicators (KPIs) Share metrics with team members Avg Response Time and Avg Time to Resolution Client Satisfaction Tickets by Client and by Type Top Ticket Closer Average Wait Time & Abandon Rate (phone system)

Average MRR per client Client Efficiency Index (my favorite)

14

“A business without a path to profit …is

a hobby”

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#6: TALKING WITH OTHERS

“You are not alone” MSP is still a new industry We need to work together Peer Groups are a great forum Quarterly User Group Meetings No one has everything figured out Things change very dynamically

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“Meetings: They usually include at least one moron who inevitably gets his turn to waste

everyone's time with nonsense.”

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#7 MAKING PROCESSES REPEATABLE

Identify repeatable / predictable services Allows you to plan your costs accordingly Allows for focused training for the team Team gets more efficient each time they repeat Eliminate – remove steps in your processes that are

not needed or not repeatable Simplify – Make the processes simple for your team

and clients to understand Standardize – Develop a standard that works for

multiple clients/team members Automate – Limit the resource needs in order to ‘do

more with the same or less’

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“Work ON your business not IN your business”

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#8: CONNECTING WITH OUR USERS

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#9: SIGNAL VERSUS NOISE

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Blogs Standard form of

communication Target clients,

prospects, vendors, partners

Share the Good News Talk about your

processes Educate on technology

(i.e. Tips & Tricks) Link back to your blog

(Emails & Docs) Read CopyBlogger.com

Twitter Broadcast platform to

the world Share the company’s

personality Be wise who you follow Publish your blog posts Push everyone to your

website Learn the rules of the

road before jumping in Insert yourself into the

conversation

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SAY SOMETHING BEFORE YOU SELL SOMETHING

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#10: REDUCING CLIENT CONFUSION

21

www.brightgauge.com

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FOCUSING ON THE CLIENT EXPERIENCE

Happy Clients make all other

problems insignificant!!

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SUMMARY LIST

1) Reviewing our Resources

2) Reviewing our Offering(s) & Pricing

3) Developing New Offerings

4) Restructuring Our Sales Approach

5) Measuring Our Performance

6) Talking with Others

7) Making Processes Repeatable

8) Connecting with our End Users

9) Saying Something Before We Sell Something

10)Reducing Client Confusion

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REFERENCE LIST

Reworked & Getting Real by 37 Signals Behind the Cloud by Carlye Adler Delivering Happiness by Tony Hseih E-Myth by Michael Gerber 21 Indispensible Qualities of a Leader The Power Presenter The 29% Solution Leadership in the Era of Economic

Uncertainty CopyBlogger.com

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LET’S ALL FIND OUR ‘RIGHT OF WAY’

Eric Dosal

Chief Operating Officer

Compuquip Technologies, Inc.

edosal@compuquip.com

Twitter: @EricDosal

Blog : www.compuquip.com/it-services-blog/

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