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All About the Relationship
• Deploys people, processes, and technology• Ties assessment findings to future state• Addresses needs and budget• Manages expectations• Establishes understanding
Allow yourself to deliver a superior customer experience at profitable price
Comprehensive Technology
Stack
Proactive Management
Issue Resolution
Vendor Management
Professional Services
Strategic Planning and
Budgeting
Managed Services Offering
What’s Included?
The Upfront DilemmaLife-Cycle Rip & Replace
Monthly Price o x
Implementation o x
Disruption o x
Risk x o
Margins x o
Profitability x o
Administration x o
Control x o
Predictability x o
Budget x o
Processes Ensure Profit
• Faster sales cycle• Onboard more customers per month• Fewer techs and lower labor costs• More revenue per customer through reviews
Managed Services Delivery
Sell Prospect Qualify Discover Propose Close
Onboard Collect Data Stabilize Implement Activate
Service NOC Services
Service Desk
Business Reviews Upgrades
Communicate
Task Week 1 Week 2 Week 3Receive signed order/contract from customer
Start billing subscriber for your services
Order new workstation(s) and server(s)
Complete order form and paperwork
Solution Scheduling Meeting
Present implementation plan to customer
StabilizeTask Week 1 Week 2 Week 3
Fix user issues collected for the week
Install new workstation(s) and server(s)
Gather information for configuration form
Install agents on all machines for remote monitoring
Uninstall old endpoint security software
Install new endpoint security software
Complete configuration form and data collection
Enter all information into PSA
Establish service activation date
Implement
Task Week 4 Week 5 Week 6Install UTM: firewall, web content filtering, etc.
Deliver service desk orientation
Go live on RMM and service desk
Deploy critical security updates/patches
Proactive maintenance
Install data protection
Provision and migrate hosted email, filtering, file sync
30 day follow up
Additional training
Strategic technology reviews
Manage the Experience
• Plan and timeline outlined in proposal• Progress check ins every Friday• Roll out and training• 30 day follow up
Subscriber Roll Out
• Entire team• Contact information: phone/email• SLAs, response times, expectations• Policies and procedures• Issue types and criticality• Feedback and reviews
Take Action Now!
• Assign a resource to execute• Make a template checklist/chart • Build internal map with roles• Form a solution implementation team• Customize timeline and steps per
onboarding• Choose a method of deployment