Andrew started off with a degree in finance in 2009. Unfortunately, because of the recession, he had to switch gears and focus on IT instead of finance. He found a position at a company doing break-fix remotely and then was approached by some friends about starting their own IT company. While the company didn’t last long, they had managed to get a large number of customers. Andrew worked out a deal with previous owners and was able to transition many of those customers to his own, new business…Rush Tech Support.
I’m pleased to welcome Jamie Warner the CEO of Invarosoft™ to this webinar. Jamie will discuss how the Invarosoft ITSM Customer Experience Platform (ITSM CX) can help your MSP reduce tickets, increase productivity and improve your customer experience.
How Apps, Bots & Automation are revolutionizing the MSP Customer Experience (CX)
As an MSP it’s important to focus on your stack of tools, but what often get’s missed is the ‘front-end’ customer experience (CX). In the last 20 years nothing much has changed with more than 90% of MSPs still giving clients a sticker or mouse-pad with their phone and email details as the primary customer experience. In an App economy this is somewhat out of step with the modern consumer world.
On December 4, 2019 I hosted Maddy Martin from Smith.ai for a webinar on “How to Convert More MSP Leads & Gain More Time For High-Value Work“. This webinar was very informative as rather that just talking about Smith.ai, Maddy goes through a number of ways any MSP can convert more leads to actual business. A big part of this process is using technology tools to help you do just that. Maddy talks a lot about how to automate you lead follow-up and also free tools and services that you can use to help.
Check out the recording and be sure to watch until the end for a special offer from Smith.ai
During the webinar Maddy mentions several products that are useful to MSPs and can help with automation, below is a partial list and you can see all the products Smith.ai integrates with by visiting their integrations page.
This week I welcome Thomas O’Brien with IDEOLITY to the show. Thomas is in the Kansas City area and has been in business since 1988. While it took Thomas and his partners about 3 years to settle on IT services, they have been going strong ever since. In 2008 they changed the name of the company to IDEOLITY to better reflect what they do and it’s also much shorter than the previous name.
Even though Thomas has been doing IT services for over 30 years, this is actually his 4th career. With the introduction of the Microcomputer, Thomas taught himself the platform and started up a training company to train companies on how to use these new computers. This experience eventually led him to IT services.
With an educational background in psychology and government, Thomas went back to school in 1991 and got his master’s in computer and information management. He says this additional education experience really helped him to better understand the business. Interestingly, IDEOLITY has always been “the IT resource” for their clients and has basically had them on monthly contracts. They were doing break/fix in the early days, mostly because things always broke. While they have a core group of clients who have been with them since the ’90s, many of their customers have been with them for about 10 years.
Thomas also recommends continuing education and found some great resources at the Kauffman Foundation which helped him tie the technical to the business aspects at IDEOLITY. Listen to the end to understand the meaning of the title of this episode.
On November 20. 2019 I hosted Randy Gould and Danny Obaseki from GMS Live Expert. GMS Live Expert provides outsourced help desk for MSPs, no matter the size of the MSP. If you’re considering building your own help desk they do have a handy calculator to help you understand all the costs (from staffing to equipment) so you can make an informed decision if outsourcing is right for you.
Randy and Danny talk in depth about their services as well as their employee satisfaction levels. Most of their mentors (techs) have been with them for several years, much better than the industry average for help desk technicians.
This week’s guest is Phillip Poarch with Tolar Systems out of Abilene, TX. Tolar has been in business since 1999 where they started with high-end consulting. In 2012 they switched over to the MSP model. Phillip has been with Tolar since 2012, the same year the changed their model. After educating their customer base on the MSP model they’ve had great success in Abilene and surrounding areas. By targeting verticals that have to deal with compliance they are able to use their expertise in security and compliance.
I’m pleased to welcome Maddy Martin from Smith.ai to this webinar where Maddy will discuss how Smith.ai offers virtual receptionist and chat services that can help you capture more customers.
How to Convert More MSP Leads & Gain More Time For High-Value Work
Is your MSP’s lead-conversion process in need of an overhaul? Could your clients be better served? Ask yourself:
Do you have difficulty converting online leads and referrals into clients?
Do you find yourself giving the same answers over and over to leads and clients?
Do you wish new clients were better informed about your services and how your business works?
Do you struggle to balance responding to customer support requests with getting “real” work done? And, are you answering front-line phone calls and triaging work when you should be handling truly technical work and managing other aspects of the business?
On November 20th I’ll be hosting Danny Obaseki and Randy Gould from GMS Live Expert for a live webinar where they will talk about GMS Live Expert’s solutions for outsourcing your help desk. Here’s information on what they will be presenting…
This week’s guest is Eric Rieger from Webit Services out of the Chicago area. In business since 1996, Webit actually started under a different, less fortunate name which Eric explains. Eric had a few different careers before starting Webit which helped him to prepare for running his own business. Besides MSP Webit also helps companies with business intelligence and analytics and has developers on staff.
Inspired by the book “The Great Game of Business” by Jack Stack (Amazon), Eric has adopted Open Book Management at Webit Services. We discuss at length the concepts of Open Book Management and how Webit has implemented it in their business. If you want to learn more, check out the website for The Great Game of Business here: https://www.greatgame.com/
This week’s guest is Dan Sadlis out of Gulf Shores, AL. Dan runs Tech Solution, focused on both break-fix and MSP. Because of his location in the Gulf Coast, a lot of his customers are seasonal but he also has managed customers. He only considers himself doing true MSP for the past 3-4 months since he just recently acquired his software stack but he’s been doing services for over 2 years.
Dan has enjoyed working on computers from a young age and attended Capitol Technology University in the DC area where he focused on cybersecurity. After school, he returned to Alabama but couldn’t find work in the technology field. After working a few non-tech jobs and doing IT work for people on the side, he realized he could make more money by opening his own business. While he prefers the MSP work, he plans on continuing the break/fix side and getting to know his customers even better. Continue reading “MSP Voice Episode 65 “Gulf Shores MSP” with Dan Sadlis”