Stephen D Buyze

“Empowering Managed Service Providers to Increase Profit”

Drum Roll Please! Datto #10 KPI: Sales Conversions

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Well, here we are at the end of the KPI parade. Sales Conversions is the last of Datto’s 10 KPIs that every MSP must know, benchmark, track and improve upon. It has been a great list and now like any movie, we hit the crescendo, #10.  In retrospect, maybe we should have commented on the Top 10 list in reverse order, but that’s beside …

CRM as easy as 1 2 3: Datto’s KPI #9

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  SDB-Consulting is widely known as Autotask Service Delivery experts. We run a successful business and use Autotask as one of our Core Applications. Occasionally we are asked to assist with setting up the Opportunity Pipeline in Autotask.    We are not Sales experts.  However, when it comes to setting up the Sales/Opportunity pipelines so that Service Delivery is successful, we have a lot of opinions based on facts and our real-world experiences.   Feel …

project management

Project Status: Datto’s KPI #8, let’s jump right in!

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  Now we’re talking! Finally, a topic we can really sink our teeth into. Let’s jump right in and skip all the rhetoric about how if all we did was Projects, life would be easy.   Or, until the projects come along, throwing all requests into a single queue seems to work. Or, MSPs start to realize how inefficient Service Delivery is operating …

In the week’s article we are discussing the topic of managing newly discovered devices. Read on to learn Datto’s take on the topic, as well as ours.

Our Commentary on Datto’s #6 KPI: Newly Discovered Devices

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  For the record, RMM and billing processes do not play to SDB-C’s strength.   Datto’s #6 KPI: Newly Discovered Devices is all about Consumption Billing and depends on the RMM tool to identify devices under management.  As Autotask Service Delivery experts, we are called on to assist with Consumption Billing configurations which are not quite yet automated. We …

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 …

Datto’s #3 KPI Carries a WARNING

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                        First Call Resolution (FCR) seems simple enough. After all, why wouldn‘t any Managed Service Provider worth their salt want every Customer issue resolved on the first call? I mean, what more could you ask for when it comes to a stellar Customer Experience?  WOW, there is a lot to cover on this topic, so hang on …

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 …