Stephen D Buyze

“Empowering Managed Service Providers to Increase Profit”

Working with Work Types: What actually works?


“What Type of Work did you do?”  That is the only question a Tech needs to answer for the Customer’s invoice to be correct.   The goal of Cascading Contract Automation is to shift the burden of invoice quality from the Support Team to the Professional Services Automation (PSA) software. In order to shift the burden, we need to reduce the support …

Increase Revenue by 15% with Cascading Contract Automation


Shifting the burden of invoice quality from the Support Team to the PSA software is the main purpose of building the Cascading Contract Automation. The Automation reduces their Invoice Quality responsibilities down to answering one key question: “What Type of Work did you do?”  The primary benefits of Cascading Contract Automation are:  More efficient Service Delivery Teams  Less work for Account Managers and Accounting  Invoices …

Case Study: Cascading Contract Automation increased profits by 18%


The monthly billing of the first Customer we engaged with was 4% T&M and 96% for the Managed Service Agreements (MSA).   So, I asked the Owner if all the Customers were All-In Managed Service Customers? His reply was “Yes, why?”   “Typically,” I said, “even when all Customers are under a Managed Service Agreement, T&M billing is around 20%.”   We then got right to work to reduce the Tech’s ticket coding burden for billing purposes by asking them to answer one simple question:    “What Type of …

Drum Roll Please! Datto #10 KPI: Sales Conversions


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 …

project management

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


  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


  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


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


                        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 …