Recruiting new customers, retaining them, and enabling profitability
Since time is money, the more time you have the more money you can make. The question is how to get
more time. Some say that time is the one thing that everyone wants more of but canâ€™t get.
But you can make more time available, and that works, too!
How to Make More Money
There really are only two ways to increase your profits. One is to generate
more revenue, and the other is to reduce your costs. Thatâ€™s it. Not just for
MSPs like you, but for everybody. Itâ€™s all about customer success!!
Since time is money, it follows that you can double your return on effort
if you reduce your costs by reducing the time it takes to get things done.
This is how repeatable engagement model projects become more
profitable even when you donâ€™t change your rate, but your people become
more efficient and complete them in less time. Thatâ€™s a contribution but
youâ€™re never going to create a significant profit increase simply by getting
people to work faster.
Your best strategy is to automate as many operating processes as you can,
dramatically increasing the speed at which those procedures are
accomplished. Again, time is money! This also has the additional effect of
freeing up your people to perform higher-level, more profitable activities.
Important to note that when you serve existing customers faster through
more automation you can then add more customers to your installed base
without increasing your costs. Perhaps even more important is how well
you retain the customers you recruit. Given that the main reason
customers change service providers is slow or poor service, this is the best
way to keep them. More customers means more revenue, but more on all
of this later.
The first step in this strategy is to critically survey all your customerâ€™s
processes to determine which ones can most easily be automated.
Almost anything that is scripted and done by people can be automated.
As you take inventory of your processes and your customerâ€™s operating
environment you will quickly identify many examples. Here are a few of
the more popular time-savers that many companies automate to save time & money:
Note: How to Exceed 100%
One of the key components of
your profit calculations is the
utilization of your people. That
is, of all the hours they work
and get paid for, how many
are billed out to customers. If
youâ€™ve calculated your totally
burdened cost of a
technicianâ€™s hour to be $55
but they are only billing 50%
of their time you only have
that 50% in which to recapture
their cost, so you have to
divide that $55 by 50% which
results in literally doubling
By automating processes, a
technician is able to perform
multiple tasks simultaneously.
Even though itâ€™s automated
your customer still receives
the same value and is billed for
the work. If a technician is
performing five tasks, four of
which are automated, you are
billing five hours for every
hour. Before long, that
technician is billing in excess
of 100% of their time. Food for
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Onboarding & Offboarding
Starting at a beginning is the onboarding, and unfortunate offboarding, of an employee when they
join or leave the company. For all companies this is that all-important one opportunity to make a
great first impression on a new employee, but there is much to do and many times some of the
steps are stumbled over, even when the human doing the onboarding has done it over and over.
This leaves the new employee unable to get much done in the early going.
Many of those steps are easily automated making them happen faster and assuring that they will
get done. Creating a new network account and a new email account, issuing credentials, assigning
resource rights, adding the new user to all the appropriate groups, adjusting security to include
them, and many more onboarding tasks are quickly and easily added into a â€˜runbookâ€™ that starts
with the click of a button. It then runs all by itself. Compare that to the hours it would take a
technician to accomplish all these tasks, especially when having to access multiple SaaS applications
Even more important to the security of your network and your data is the offboarding of a departing
employee. The last thing you want to do is neglect to remove their access to corporate resources.
Automating the entire process, assures that they will be completely removed from everything and
all data entities will be assigned to the appropriate manager for later access. An example of this is
email archiving where such as setting up eDiscovery, litigation hold, and archiving the .pst. .â€ While
this can be tedious work for a human operator moving between multiple repositories and
subfolders, it is readily automated using a rules-based runbook.
Multi-Cloud and SaaS Integration
Choice is one of the great advantages of cloud computing and Software-as-a-Service (SaaS). If a
customer doesnâ€™t like the features or performance of a particular cloud or SaaS service from a
provider, they can readily change to another. You can adjust the current runbooks scripts to create
new templates for the new SaaS applications and then you simply edit once, republish, and update
to some or all your customers. Automating your automation!
Enabling choice is dependent upon how well the different services interoperate. Each has its own
security protocols and other technical specifications. Keeping these working well together is the
key to maintaining top performance. This often requires diligence and repeated adjustments, all of
which can be automated.
Health and Status Checking
Effective network and security management requires regular review of performance statistics and
testing of processes. Ordinarily an administrator can spend hours or days performing security
assessments and performance reviews, visiting all the various consoles, running the required
reports, and making necessary adjustments.
By automating all these predictable, repeating activities that administrator attends to the better
things they have to do with their time. When the automation runbooks finish, the administrator
then receives all the results which they analyze and advise on.
Especially in highly feature-rich, complex applications and platforms these health-checks become
extensive. When automated, even the most extensive examination requires little time from human
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Customer Retention: Why Customers Leave
Customer Experience Insight tells us that â€œ70% of customers leave a company because of poor serviceâ€ and
advise that you â€œGive them the best service to keep them sticking around.â€
Poor service may simply be slow and unresponsive, or it could be riddled with errors. The best way to avoid
both ills is to automate. Automated processes run the same way every time and are not error-prone. They
also run far more quickly than human operators could perform the same process. Problems solved!
In fact, Customer Experience Insight also reports that 82% of customers say they would switch suppliers
after a bad call experience, while 91% say they would stay loyal to a supplier after a good call.
82% also happens to be the percentage of customers who have changed suppliers in the past five years.
Increase your odds of making every call a good call by leveraging automation and your customers will stay
Customer Recruitment: Attracting New Customers
Nothing succeeds like success, so the greater customer success stories you have to tell the easier it becomes
to recruit new customers.
A great way to introduce prospects to your automation expertise is to offer your new prospect a Health
Check and/or Security Assessment. This delivers real value to that prospect. Also use what youâ€™ve learned
here to help them understand the advantages of engaging you. Tell them how time equals money and by
saving them time with consistent, reliable, rapid service you are contributing to their bottom line. Customers,
especially C-Level contacts, love anybody who increases their profitability.
Keeping their network and data safe, secure, and running at peak performance through frequent health,
performance, and security scanning services also encourages prospects who recognize that yours is far more
than a â€œreactiveâ€ service organization. You go beyond â€œproactiveâ€ all the way to â€œpredictiveâ€ as you use what
you learn to prevent future problems.
As you enjoy increased profitability from all this new revenue from all these delighted new customers
remember that you are also increasing your profitability through keeping costs down by leveraging
automation. Youâ€™re doubling down on profitability!
Where is All this Automation Coming From?
At BitTitan, we have talked about the concept of The Complete MSP, the service provider who goes beyond
monitoring everything, actioning alerts, and evaluating reports. The Complete MSP takes full responsibility
for the full functioning of the customerâ€™s information management environment beginning right at the
initial point of deployment. The easiest way to provide optimal performance is to build it right the first time.
With MSPComplete tools you create the kind of consistency that results in superior outcomes every time.
MSPComplete is BitTitanâ€™s extensive toolkit for The Complete MSP. Included with MSPComplete are over
100 automation templates for automating everything from onboarding to provisioning to deployment to
virtual machine management and many other everyday activities. You customize these templates for each
of your customers to give them each the best possible customer experience designed specifically for their
environment. Youâ€™ll also find yourself creating automation runbooks from your existing documentation and
incorporating your best PowerShell scripts into the process.
Your own best tools include the Powershell scripts you have written to help support customers.
MSPComplete serves as the one place to store all your scripts for all standard operating procedures and
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best practices. Youâ€™ll never need to take time to download from the web again. Youâ€™ll always have your tools
with you. And as you create your own templates, youâ€™ll find yourself servicing new customers faster and
faster by simply using runbooks youâ€™ve previously performed for other clients to serve more clients. These
customizable, re-usable templates that you create are indeed your own intellectual property eligible for
With MSPComplete you automate as many processes as possible to dramatically reduce the amount of time
your people spend on each activity. Since time equals money you reduce your costs. Your people are now
free to perform more high-value work sooner, increasing your customerâ€™s level of satisfaction as you meet
and exceed your Service Level Agreements (SLA) consistently, keeping more of your customers happily
aboard your service offerings. With greater availability, your people are able to take on more customers.
Between reduced costs, improved SLA performance, greater retention of existing customers, and adding
more customers youâ€™re delivering the one-two-three punch up to your bottom line.
A Good Way to Start
Making it very easy and inexpensive for you to get started automating your entire infrastructure, buy one
license of MSPComplete and the BitTitan Customer Success Team will create your first template for you.
Pick a procedure that has been particularly challenging and let the team help you simplify it.
Thereâ€™s no easier or more relevant way to see for yourself how becoming The Complete MSP enables you
to recruit more customers, retain the ones you already have, and drive more profitability for you and your
As Mack Hanan, who coined the phrase â€œConsultative Sellingâ€ says, â€œWhen you show customers that youâ€™re
committed to increasing their profit, theyâ€™re more than happy to help increase yours!â€
If you are ready to automate your service and deployment process contact us or visit www.mspcomplete.com.