N-able webinar:Build recurring revenue in 45 days

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How to Build Recurring Revenue in 45 Days with Managed Services

VOIP Vertical

© 2014 N-able Technologies, Inc. All rights reserved.

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Presented By

Sam El-SayedMSP Manager


Sam MaaloufVOIP Account Executive

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N-able Technologies Fast Facts • Solarwinds Company

• Channel-Only

• 3,000 MSP Customers

• 120,000 Managed SMB’s

• Offices in North America, Europe, Australia, Singapore

• The Leading RMM & Automation Platform for MSPs

• Mission Statement:– “To make our Partners the

world’s most successful MSPs”

• Measured by:– Customer Retention – MSP Recurring Revenue– Customer Growth


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The Managed Services Opportunity

Sam El-SayedMSP Manager


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What’s Fueling our Growth

• Technicians love N-central

• Most advanced Automation and Cloud Technologies

• Unmatched worldwide support

• N-able MSP’s are successful in converting SMB’s to Managed Service Contracts

• Hybrid and Freemium licensing

• On Average 80 SP join N-able monthly


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N-able Success Strategies

• Give our Partners unfair competitive advantage

• Protect our Partners’ customers from the competition

• Give our Partners the ability to create recurring revenue from all customers

• Help our Partners grow their business

• Increase Partner Profitability


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The Managed Services Opportunity

• Managed Services: a perfect solution and transition opportunity

• Many have begun the migration to managed services without knowing it

• Adding a new recurring revenue stream into the business is very attractive

• VoIP businesses have important assets to leverage

• VoIP Providers want to add DATA to their portfolios

• Avoid competition inside your customers environment and become the sole provider for all their technology needs


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Strengths of VoIP

• Size of the current client portfolio

• Strength of current customer relationships

• Strong solutions sales staff

• Strong marketing budget/Lead Generation engine

• Excellent reputation; been in business for years typically


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Common Challenges

• Technical Gap– Knowledge on Device and Network infrastructure

– Hire Network and Device Maintenance and Support Staff

• Business Gap– Risk penetrating a new market

– Productizing service offerings

– Building a business plan, and not a business based on an immediate client need

– Falling back to the comfort; VoIP/Telco sales only…

– Selling Managed Services agreements


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Common Mistakes to Avoid

• Preselling before transforming

• Making a decision based on one client rather than a business vision

• Making a technical decision rather than a business one

• Delaying and losing ground


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What’s Different About N-able


Sam MaaloufVOIP Account Executive

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Complete SolutionComponent Resources Deliverables

Business Support • Dedicated Channel Consultant• N-able University• Self-Guided Training• Business Essentials Package

• Business On-Boarding• MSP Program Development• MSP in a box• Sales training• PPT, email teasers, Cold Calling Scripts• Sales Presentations• MSP Knowledge Portal• MSP Community• Regular Webinars

Technical Support • Dedicated Solution Engineer• Technical Support Desk• Daily Q&A Sessions• Help Desk

• Technical On-Boarding• One-on-one support• Weekly Tools Demo• Helpdesk support


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Complete SolutionComponent Resources Deliverables

MSP Resources • MSP Runbook• MSP Playbook• Digital Binder• Live Virtual Helpdesk

• Best practices on how to assess, deploy, configure, optimize and report

• Execute on optimizing your NOC and Helpdesk• Delivery of Best practices, and Mapping Service

levels to Technology• Sales and Marketing material to go to market• Industry leader that can provide you with 24x7

support for NoC & Helpdesk

Technology and Tools • N-centralTM

• AV DefenderTM

• Backup ManagerTM

• Report ManagerTM

• Patch ManagerTM

• Helpdesk ManagerTM

• Remote Control Manager | AttendedTM

• Advanced Monitoring: PBX, SNMP devices, cisco services

• Automation: configure Windows SNMP• Reporting: network assessment report,

Firewall Incident Trend report• Remote Control• Managed Antivirus Protection• Managed Backup and Replication• Patch update: windows and third party

applications• With over 10,000 end-users, this helpdesk

tool is tried tested and true.


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Partner Testimonial

“N-central and Automation manager has truly streamlined management processes across our company and the services we offer to our customers. It has a policy creation process so simple a novice can work in it, but tools advanced enough that our IT professionals can truly maintain servers, workstations, and any other networked device. Maintenance is finally a truly background process letting our IT staff focus more on the important issues.”

Deontae WhiteCapitol Communications Inc.


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Choosing The Right Platform

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MSP RESOURCES

TECHNICAL SUPPORT

BUSINESS SUPPORT

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Available Remote Control• Direct Connect

• Team Viewer

• Remote Desktop

• SSH

• Telnet

• Web Console

Report Manager

NOC Notification

HelpdeskNotification

Customer B

Customer C

Deployment & DiscoveryReporting

Proactive & Reactive

Automation

Prompt User

then

if

else

Stop programRun program

For/Each

Restart service

Cloud Technology & Platform

Management

N-central Architecture


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Integrated Tools Report ManagerReport Manager | N-compass

Backup ManagerBackup Manager CA| Standard Edition

Backup Manager CA| Advanced & Virtual Edition

Backup Manager CA| Workstation Edition

Backup Manager CA | SBS Edition & Replication

Security ManagerSecurity Manager | AV DefenderSecurity Manager | Exchange Defender

Remote Control ManagerRemote Control Manager | Attended

MSP Tools

Platform

Audit ManagerAudit Manager | AssessmentAudit Manager | Vulnerability Audit Manager | ComplianceAudit Manager | Configuration

MonitorCross-platform, servers, workstations, network devices

ManageReactive and proactive management tasks, scheduled tasks, patch management, AV, AS

Automation Best practise technician runbook, proactive maintenance

ReportingBusiness and tactical reporting, Drag & drop report customization

Mobile Device Manager

Patch ManagerWindows | 3rd party

Help Desk Manager Ticketing | HelpDesk

Backup ManagerBackup Manager SP| Server

Backup Manager SP| Desktop

Remote Control ManagerRemote Control Manager | N-support Pro

Single Pane of Glass

MSP PlaybookNOC and Helpdesk Methodology


http://www.n-able.com/products/report_manager/

http://www.n-able.com/products/backup_manager/

http://www.n-able.com/products/security_manager/

http://www.n-able.com/products/remote_control_manager/

http://www.n-able.com/products/audit_manager/

http://www.n-able.com/products/mobile_manager/

http://www.n-able.com/products/patch_manager/

http://www.n-able.com/products/help_desk_manager/

http://www.n-able.com/products/backup_manager/

http://www.n-able.com/products/remote_control_manager/

https://secure.n-able.com/playbookpreview/

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Services Model TM Block Checklist Fixed Fee Comsumption

Gross Profit (%) <10 50 50-75 75> TBD

Utilization Rate (%) 50 50 70 90 TBD

Operating Income (%) < 1 1-5 5-10 10 - 20 TBD

Business Valuation ? .30 1.5 1.5 - 2.8 TBD

N-able’s Value Proposition

Profitability &

Business Valuation

Low

High

HighMaturity


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SMB Market Reality

• 25% of SMB’s are candidates for advanced service models associated with verticals ‒ Professional Services, Medical , Financial, Manufacturing, Energy

• 75% of SMB’s do not want or have the need for managed services instead they want to buy products and services on a monthly basis such as: ‒ Anti-virus, Patch, Anti-spam, Backup, Assessments, Migrations, Hours, Projects

75%

25%


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SMB Alignment Strategy

Essential Licenses

Professional Licenses

ESSENTIAL LICENSE

Light Monitoring (Scan Frequency) Management

Agent Status (15 minutes) Remote Control

Connectivity (15 minutes)

Generic TCP (15 minutes)

DNS & SMTP (15 minutes)

Windows Security Center (4 hours) Admin Features

Patch (4 hours) Alerts & Notifications

CPU (4 hours) Reporting

Disk (4 hours)

Memory (4 hours) Add on Tools

Asset Information (4 hours) Patch Manager (3rd party+ windows)

Mobile Manager

Warranty lookup AV Defender

Backup Manager

Monitoring Deep (Scan Frequency) Management

Agent Status (5 minutes) Patch Windows

Connectivity (5 minutes) Scheduled Scripts

Generic TCP (5 minutes) Self-Healing

CPU (5 minutes) Automation Manager

Disk (5 minutes) Software Distribution

Memory (5 minutes) Remote Control

SNMP (5 minutes) - Remote Support Manager

DNS & SMTP (5 minutes)

Asset Information (5 minutes)

Windows Security Center (5 minutes) Admin Features

Event Log (5 minutes) Alerts & Notifications

Traffic (5 minutes) Reporting

Windows Services (5 minutes) Add on Tools

Application Monitoring (5 minutes) Patch Manager (3rd party)

Warranty Lookup Mobile Manager

Patch (4 hours) AV Defender

Backup Manager

PROFESSIONAL LICENSE


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Nodes 250 500 1000 2500

Desktops 200 400 800 2000

Servers 25 50 100 250

Network 25 50 100 250

Average MSP has 100 to 200 customers in in their database

Average SMB = 20 Employees• 20 Desktops| 100% • 2 Servers | 10% • 2 Network | 10%

25% | Proactive or Managed

Successful MSP ProgramsFully ManagedProactiveEssential A La Carte

Server - $100• Advanced Performance Monitoring• Key Application Maintenance• Scheduled Preventative Maintenance• License & Asset Management• Managed Anti-Virus• Managed Backup• Additional Support Billed at T&M Rates

Network - $25• Quarterly Network Health Review• Firewall Management & Maintenance• Router Monitoring• Switch Monitoring• Additional Support Billed at T&M Rates

Workstation - $20• Availability Monitoring• OS & 3rd Party Patch Management• Scheduled Preventative Maintenance• Managed Anti-Virus• Hosted Anti-Spam

$650/month $32.50/user/month

Proactive Options• Hosted Backup - $70 + $0.75/GB• Managed Mobile - $5/device• Managed Compliance - $4/IP

Server - $250• Advanced Performance Monitoring• Configuration Management• Key Application Maintenance• OS & 3rd Party Patch Management• Real Time Server Optimization• Scheduled Preventative Maintenance• License & Asset Management• Managed Anti-Virus• Managed Backup• Managed Audit• Unlimited Remote & Onsite support

Network - $65• Firewall Management & Maintenance• Router Monitoring• Switch Monitoring• Unlimited Remote & Onsite support • Monthly Network Health Review

Workstation - $60• Advanced Performance Monitoring• Configuration Management &

Enforcement• OS & 3rd Party Patch Management• Real Time Workstation Optimization• Scheduled Preventative Maintenance• Managed Anti-Virus• Hosted Anti-Spam

$1830/month $91.50/user/month

Managed Options• Hosted Backup - $70 + $0.75/GB• Managed Mobile - $5/device

Supplemental Services

Billable Services - $100-$150/hour• End-user support (Helpdesk)• Onsite & Remote Support• Moves, adds, changes• Project Planning• Upgrades & Hardware• After hours Support

Billable Services - $100-$150/hour• Project Planning• Upgrades & Hardware

Billable Services - $100-$150/hour• End-user support (Helpdesk)• Onsite & Remote Support• Moves, adds, changes• Project Planning• Upgrades & Hardware• After hours Support

Essential IT Support – Free• Light Monitoring• Asset/Software/Hardware Reporting• Branded Sys-tray Icon• Remote Control

Managed Anti-Virus - $3/device• Integrated AV deployment• AV Monitoring• AV Updates• Threat/Status Reporting

Managed Patch - $3/device• Windows Patch Management• 3rd Party Patch Management• Patch Reporting

Managed Backup - $100-$150/server• Integrated Backup Deployment• Backup Management & Monitoring• Capacity/Status Reporting

Hosted Backup - $40 + $TBD/GB• Offsite storage to a secure datacenter

Managed Mobile - $5/device• Mobile management, support & reporting

Managed Compliance - $4/IP• Monthly Vulnerability/Compliance

reporting

$50 - $250/month

Advanced Performance Monitoring• CPU• Disk Space• Disk Queue Length• Memory• Patch Status • Connectivity

Automated Preventative Maintenance• Check Disk • Defragment • Delete Temporary Files• Firmware Updates • Remote Access Enabled• Sync time with Domain

ControllerAutomated Preventative Maintenance• Check Disk • Defragment • Delete Temporary Files• Firmware Updates • Remote Access Enabled• Sync time with Domain

Controller

Advanced Performance Monitoring• CPU• Disk Space• Disk Queue Length• Memory• Patch Status • Connectivity

Cloud

ASP• Custom Dashboard

Access• Performance Reporting• Attended & Unattended

Remote Control• Advanced Performance

Monitoring

$20/Server$8/Network$5/Desktop

Managed Monitoring• 24/7 Monitoring NOC &

Triage of alerts and notifications

• Automated Maintenance & Remediation

• Performance & Strategic Reporting

• Access to MSP support as needed

$250/Server$150/Network

Outsourced Helpdesk• 24/7 remote support

services for end users

$25/User

Project Support• Engineering support to

assist with the planning, implementation, or support of a new project

$150/Hour

Custom Services• Customized Solutions to

meet customers’ needs and business requirements

Per engagement

Managed Cloud Services

Cloud Services• Virtual Online Workplace• Application Management• Microsoft Office Suite• Hosted Exchange• Backup & Disaster Recovery• Secure Cloud Storage• Mobile Device Access $199/user/month

OnPremise Services• Workstation & Infrastructure Management• Managed Anti-Virus• Unlimited Remote & Onsite support • Guaranteed Service Levels

Cloud Services Options• Managed Mobile

$5/device

Program Elements Included Services Program Pricing

Reactive Maintenance Access to the support desk

Unlimited Support hours includedTBD

Monitored Systems Access to the support desk

Unlimited Support hours included Monitoring of all phones and servers

TBD

Proactive Maintenance

Access to the support desk Unlimited Support hours included

Monitoring of all phones and servers Monthly routine maintenance designed to

reduce the likelihood and frequency of issues

TBD

VoIP Maintenance Plan


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ASSESS • Review of • Current Situation• Plan New MSP

Strategy•MSP Strategy

Document

PLAN• Program

Review• Pricing Review• Program

Portfolio & Pricing Methodology

IMPLEMENT• Sales & Marketing Support• Documented Sales Plan• Customized Marketing

Materials

Onboarding | Channel Sales Blueprint for Success

Unmatched Business Support


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Digital Binder MSP RunBook MSP Playbook

Unmatched MSP Resources


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Support DeskOnboarding | Solution Engineer

Daily Technical Access

Unmatched Technical Support


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Getting StartedSpecial VOIP Program

Business Support

- Onboarding | Channel Manager

- Blueprint for Success | Dedicated MSP Coach

Technical Support

- Onboarding |Solution Engineer

- Support Desk

-Daily Technical Access

Resources

- Digital Binder

- MSP Runbook

- MSP Playbook

Technology

- Professional: 75 servers, 75 network devices, 25 desktops

- Essentials & Anti-virus: 1,000 each

- Report Manager

Help Desk Manager: 2 seats


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Next Steps

• Schedule TECHNICAL discussion to – Drive efficiencies through Automation – Increase utilization rate– Increase profitability

• Schedule BUSINESS discussion to – Build MSP programs – Align SMB requirements – Build recurring revenue

• Partner with a company that aligns and invests in your business and your customers


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Thank you


Want to learn more:[email protected] Maalouf

VOIP Account Executive

mailto:[email protected]

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Legal Information

The N-able Technologies and N-central trademarks are the exclusive property of N-able Technologies, Inc. and its affiliates, are registered with the U.S. Patent and Trademark Office and the Canadian Intellectual Property Office, and may be registered or pending registration in other countries. All other N-able trademarks, service marks, and logos may be common law marks, registered or pending registration in the United States, Canada, or in other countries. All other trademarks mentioned herein are used for identification purposes only and may be or are trademarks or registered trademarks of their respective companies.

© 2013 N-able Technologies, Inc. All rights reserved. © 2014 N-able Technologies, Inc. All rights reserved.

N-able webinar:Build recurring revenue in 45 days

Technology

Transcript of N-able webinar:Build recurring revenue in 45 days