TMCS N-able webinar presentation - 23 sep14
26
23 rd September 2014 Transitioning to Managed Services
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Founded in 1994, Taylor Made Solutions of the UK, has become one of the top MSPs in the world. With a staff of more than 120, the firm serves vertical markets such as legal, education and nonprofits. The company made the switch nearly two years ago to N-able Technologies®, – a move that helped ignite Taylor Made’s rise to the pinnacle of managed services. Taylor Made’s Tim Walker discusses how their business has grown and what having N-able as a key partner has meant to their success. This special, interactive webinar will allow you to hear directly from one of N-able’s partners and ask questions about their experience doing business with N-able.
Transcript of TMCS N-able webinar presentation - 23 sep14
23rd September 2014
Transitioning to Managed Services
Agenda
• Who are Taylor Made?
• The Shift to Managed Services
• Making the Transition
• Taylor Made & N-able
Who are Taylor Made?
Our Background
• Founded in 1994 and privately held with 100 staff
• IT service provider to SMEs & the Public sector
• Supporting over 200 businesses
• Investors in People Gold accredited with Champion status
• ISO 9001-2000
• Recognised as a world leading Managed Service Provider by
MSPmentor.net (49th in World, 10th in EMEA, 7th in UK – 2014)
• Serving customers across the UK
How We Achieved This
• Strategic engagement with most customers
• Desire to improve
• Dedication to providing quality products and services
• On-going relationship management including regular Director level
engagement
• Quality & expertise of professional staff
• Commitment to training & development
Taylor Made - Pre-Managed Services
• Consultancy
• Support
• Installation
• Outsourcing
• Software Development
• Hardware & Software
Our Reputation
The Shift to Managed Services
The Shift to Managed Services
• New technologies have accelerated this trend
– Reduction in cost base for IT companies through automation
– Acceptable and accessible pricing to SMEs
• Better connectivity technologies underpin
– DSL, FTTC, EFM, Ethernet pricing
• Remote monitoring & management of systems
– Simpler, real-time support of customers
• Increased reliance on IT service providers
– In-hours & out of hours
The Shift to Managed Services – Recurring Revenue Trend
Source: Aria Systems annual survey on recurring revenue-based business offerings by The Incyte Group
The Shift to Managed Services –
Recurring Revenue Business Model
Source: Aria Systems annual survey on recurring revenue-based business offerings by The Incyte Group
The Shift to Managed Services –
Recurring Revenue Business Delivery Methods
Source: Aria Systems annual survey on recurring revenue-based business offerings by The Incyte Group
Making the Transition
Managed Services Fundamentals
• Fixed pricing
– Predictable, provide a clear understanding of what this includes
– Linked to term / contract length
– IT providers taking the risk on inclusions
– Must link to accurate & accessible billing
• Cost reduction to customers
– Key driver to most businesses
– Potential headcount savings
• Automation
– Systems & processes can be automated leading to greater efficiencies and
simplification internally and for customers
– Reduction in the number of systems in use can offer cost savings
Managed Services Fundamentals
• Product Management
– Have someone who is a champion for products within your organisation
• Sales & Account Management
– Make a sales focus pervasive within these teams, using Service Managers
where possible to ensure proactive service and a lack of distraction for Account
Managers
• Virtual CIO / IT Director
– If you are pitching this, it has to be delivered through regular technology/strategy
reviews
The Shift to Managed Services – TMCS & TruMethods
• Business planning process
– Clear strategy for how the business will transition
– How long will the transition take, what will happen to the revenue mix?
• Know what you sell
– Clarity on products, services & pricing
– What is a strategic sell, and what is more tactical?
• Become sales focused
– How will this be led, do you have people in your business already?
• Be process driven
– Support, Centralised services, Proactive network admin, Consultancy, Non-Recurring services
– Ensuring that the systems within your business also support this
• Gain Command
– Through relevant KPI’s, with a good ability report on each
– Dashboard of profitability by customer and by product line in addition to the P&L
• N-able Partner since 2010
• Grown from 1,500 devices to over 8,000
• Strong relationships built through
– Technical engagement
– Product Development (Roadmap engagement and Product Betas)
– Business strategy (Blueprint for success, N-able Business specialists,
Run book, Partner Summits, Webinars)
• N-central and Report Manager has become part of the core of our
business
• A partnership not just a supplier
Taylor Made & N-able
The N-able Value
• Single pane of glass
– Fast response and resolution & rapid On boarding
– Clear understanding of root cause
– Reduce training requirements for Technical staff
– Consolidate and standardise
– Scalable
– Powerful Security offering (Patch Management, Antivirus and Backup)
– Automation manager to help drive efficiency
• Reporting
– Powerful reporting on all aspects of customers systems
– Used to serve the MSP lifecycle
• Integration
– Powerful integration with PSA systems
– Hybrid licensing
How has N-able Powered our Growth?
• Key insights into the market through Summits, Webinars and Strategy
• Hybrid licensing allows incredible insight and value for on boarding
customers and transitioning through the maturity model
• MSP Playbook, Technical Playbook and Web based training material
has increased company knowledge and direction to Managed Services
• Automation now starting to add value and increase efficiency into
technical teams
• New integration (for TMCS) with Autotask and N-central reduces costs,
increases productivity and drives additional revenue
• Monthly Reporting illustrates value to customers and drives sales
through Account Management
Reporting
• Service management
tools
• Sales tools
• Designed to be read
and understood by
technical & non-
technical executives
New Support Lifecycle Management
Assess
On-board
ManageProtect
Optimise
Current Products & Services
• Managed Services
• Consultancy
• Support
• Outsourcing
• Development
Current Products & Services
• Managed Services• Outsourcing
• Connectivity
• Securo– Online Backup
• itBusinessCare– Fixed-price IT support
• Hosting– Co-location
– Managed Hosting
• Hosted Telephony
• Managed AV/Mail/Web Filtering
Final Thoughts/ Lessons Learned
• It’s all about the Strategy
– Helps argue the case for a move to Managed Services
• Ensure that your solutions are based on good Connectivity from
the outset
• Remain Optimistic and transition to managed services over lots of
small incremental changes to your business at a time
• Productise as much as possible to provide clarity & definition
• Use an integrated set of Systems
• Ensure that the Billing is fit for a Managed Services Model
• Maintain a strong focus on Sales
