Stephen D Buyze

“Empowering Managed Service Providers to Increase Profit”

Escalating Tickets. Datto’s #4 KPI With Which We are in Sync

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This is a great Datto article on escalated tickets, covering why they are important as well as how to track them. However, this brings up the question:    What is the best way to escalate a service request?   We assure you, assigning the ticket to someone else and then dumping it into a different queue is not the best way.   Here’s what the Assign and Dump SOP leaves out:  Providing a great Customer experience  Clarity on who owns …

5 Ideas for IT MSPs on Transitioning to the New Normal

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A pessimist would say it will be a year and a half before we are through the horrific Coronavirus Pandemic.  An optimist (me) says two weeks. Between the two is the truth.   If we follow President Trump’s lead, the US will reach the virus apex this week or next. Testing will become so widely available and used that we can open up certain parts of the …

What is it worth to know months in advance that a Customer is thinking of leaving you? Easy: $9K + 4% of your annual revenue. Have I got your attention? Read more.

Customer Satisfaction Scores are Datto’s #2 KPI to Watch

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What is it worth to a Managed Service Provider to know months in advance that a Customer is thinking of leaving?   The answer:  $9K + 4% of your annual revenue  **Send Steve an email if you want to know the logic behind the math**  FYI: this is also our 2nd most important KPI behind Employee Quality of Life, with Profitability being …

Trust

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 What is the #1 reason growing your MSP business is so difficult?  Well, this 5-letter word is the secret to your business success!   Some say growing your business takes:  Better marketing  Better sales processes/pipelines  Being someone who they are not  But does that work? Not really. For the most part, what frees you up to focus on Sales and not worrying about Service Delivery is TRUST. As the …

For an MSP, assignments and scheduling are as easy as Kindergarten, right? Well no, it’s not as simple as you might think. Here’s why...

Big Changes in the MSP Industry Impact Assignment & Scheduling

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          When to assign and when to schedule seems like kindergarten stuff. I mean it should be easier than writing about Dick and Jane, right? Not so fast. Big Changes in the IT MSP Industry  Over the last decade, the MSP industry has seen significant change, mostly moving from on-prem to in the Cloud. Though more subtle, the concept of Assignment vs. Scheduling is also changing. As someone …

Automation vs. Picking Up the Phone: Which Do You Choose?

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  Last week’s article was all about notifications and properly communicating with the Customer. If you have felt like 12 notifications per request is a lot of work, then don’t shoot the messenger, just read on.       Structuring the Customer-Facing communications program based on Status is so important because it not only communicates internally where the request is on the journey from cradle …