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Providing managed services to your customers is more than just a proven method to retaining your existing customer base. By providing managed services, you create a recurring revenue stream that allows you to proactively plan for the growth of your business. Higher margins and a better business valuation are two of the additional benefits of providing managed services to your customer base. Not just for IT shops anymore, copier companies, Telco’s and VoIP companies are securing their place in their market by adding managed services to their business profile. This session will highlight how VoIP companies all over the world have followed N-able’s systematic approach to cross and up sell existing customers and execute on a new clients acquisition strategy to increase services revenue.
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How to Build Recurring Revenue in 45 Days with Managed Services
VOIP Vertical
© 2014 N-able Technologies, Inc. All rights reserved.
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Presented By
Sam El-SayedMSP Manager
© 2014 N-able Technologies, Inc. All rights reserved.
Sam MaaloufVOIP Account Executive
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N-able Technologies Fast Facts • Solarwinds Company
• Channel-Only
• 3,000 MSP Customers
• 120,000 Managed SMB’s
• Offices in North America, Europe, Australia, Singapore
• The Leading RMM & Automation Platform for MSPs
• Mission Statement:– “To make our Partners the
world’s most successful MSPs”
• Measured by:– Customer Retention – MSP Recurring Revenue– Customer Growth
© 2014 N-able Technologies, Inc. All rights reserved.
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The Managed Services Opportunity
Sam El-SayedMSP Manager
© 2014 N-able Technologies, Inc. All rights reserved.
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What’s Fueling our Growth
• Technicians love N-central
• Most advanced Automation and Cloud Technologies
• Unmatched worldwide support
• N-able MSP’s are successful in converting SMB’s to Managed Service Contracts
• Hybrid and Freemium licensing
• On Average 80 SP join N-able monthly
© 2014 N-able Technologies, Inc. All rights reserved.
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N-able Success Strategies
• Give our Partners unfair competitive advantage
• Protect our Partners’ customers from the competition
• Give our Partners the ability to create recurring revenue from all customers
• Help our Partners grow their business
• Increase Partner Profitability
© 2014 N-able Technologies, Inc. All rights reserved.
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The Managed Services Opportunity
• Managed Services: a perfect solution and transition opportunity
• Many have begun the migration to managed services without knowing it
• Adding a new recurring revenue stream into the business is very attractive
• VoIP businesses have important assets to leverage
• VoIP Providers want to add DATA to their portfolios
• Avoid competition inside your customers environment and become the sole provider for all their technology needs
© 2014 N-able Technologies, Inc. All rights reserved.
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Strengths of VoIP
• Size of the current client portfolio
• Strength of current customer relationships
• Strong solutions sales staff
• Strong marketing budget/Lead Generation engine
• Excellent reputation; been in business for years typically
© 2014 N-able Technologies, Inc. All rights reserved.
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Common Challenges
• Technical Gap– Knowledge on Device and Network infrastructure
– Hire Network and Device Maintenance and Support Staff
• Business Gap– Risk penetrating a new market
– Productizing service offerings
– Building a business plan, and not a business based on an immediate client need
– Falling back to the comfort; VoIP/Telco sales only…
– Selling Managed Services agreements
© 2014 N-able Technologies, Inc. All rights reserved.
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Common Mistakes to Avoid
• Preselling before transforming
• Making a decision based on one client rather than a business vision
• Making a technical decision rather than a business one
• Delaying and losing ground
© 2014 N-able Technologies, Inc. All rights reserved.
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What’s Different About N-able
© 2014 N-able Technologies, Inc. All rights reserved.
Sam MaaloufVOIP Account Executive
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Complete SolutionComponent Resources Deliverables
Business Support • Dedicated Channel Consultant• N-able University• Self-Guided Training• Business Essentials Package
• Business On-Boarding• MSP Program Development• MSP in a box• Sales training• PPT, email teasers, Cold Calling Scripts• Sales Presentations• MSP Knowledge Portal• MSP Community• Regular Webinars
Technical Support • Dedicated Solution Engineer• Technical Support Desk• Daily Q&A Sessions• Help Desk
• Technical On-Boarding• One-on-one support• Weekly Tools Demo• Helpdesk support
© 2014 N-able Technologies, Inc. All rights reserved.
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Complete SolutionComponent Resources Deliverables
MSP Resources • MSP Runbook• MSP Playbook• Digital Binder• Live Virtual Helpdesk
• Best practices on how to assess, deploy, configure, optimize and report
• Execute on optimizing your NOC and Helpdesk• Delivery of Best practices, and Mapping Service
levels to Technology• Sales and Marketing material to go to market• Industry leader that can provide you with 24x7
support for NoC & Helpdesk
Technology and Tools • N-centralTM
• AV DefenderTM
• Backup ManagerTM
• Report ManagerTM
• Patch ManagerTM
• Helpdesk ManagerTM
• Remote Control Manager | AttendedTM
• Advanced Monitoring: PBX, SNMP devices, cisco services
• Automation: configure Windows SNMP• Reporting: network assessment report,
Firewall Incident Trend report• Remote Control• Managed Antivirus Protection• Managed Backup and Replication• Patch update: windows and third party
applications• With over 10,000 end-users, this helpdesk
tool is tried tested and true.
© 2014 N-able Technologies, Inc. All rights reserved.
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Partner Testimonial
“N-central and Automation manager has truly streamlined management processes across our company and the services we offer to our customers. It has a policy creation process so simple a novice can work in it, but tools advanced enough that our IT professionals can truly maintain servers, workstations, and any other networked device. Maintenance is finally a truly background process letting our IT staff focus more on the important issues.”
Deontae WhiteCapitol Communications Inc.
© 2014 N-able Technologies, Inc. All rights reserved.
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Choosing The Right Platform
MO
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MSP
TOO
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MSP RESOURCES
TECHNICAL SUPPORT
BUSINESS SUPPORT
CLO
UD
MA
NG
’T
© 2014 N-able Technologies, Inc. All rights reserved.
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Available Remote Control• Direct Connect
• Team Viewer
• Remote Desktop
• SSH
• Telnet
• Web Console
Report Manager
NOC Notification
HelpdeskNotification
Customer B
Customer C
Deployment & DiscoveryReporting
Proactive & Reactive
Automation
Prompt User
then
if
else
Stop programRun program
For/Each
Restart service
Cloud Technology & Platform
Management
N-central Architecture
© 2014 N-able Technologies, Inc. All rights reserved.
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Integrated Tools Report ManagerReport Manager | N-compass
Backup ManagerBackup Manager CA| Standard Edition
Backup Manager CA| Advanced & Virtual Edition
Backup Manager CA| Workstation Edition
Backup Manager CA | SBS Edition & Replication
Security ManagerSecurity Manager | AV DefenderSecurity Manager | Exchange Defender
Remote Control ManagerRemote Control Manager | Attended
MSP Tools
Platform
Audit ManagerAudit Manager | AssessmentAudit Manager | Vulnerability Audit Manager | ComplianceAudit Manager | Configuration
MonitorCross-platform, servers, workstations, network devices
ManageReactive and proactive management tasks, scheduled tasks, patch management, AV, AS
Automation Best practise technician runbook, proactive maintenance
ReportingBusiness and tactical reporting, Drag & drop report customization
Mobile Device Manager
Patch ManagerWindows | 3rd party
Help Desk Manager Ticketing | HelpDesk
Backup ManagerBackup Manager SP| Server
Backup Manager SP| Desktop
Remote Control ManagerRemote Control Manager | N-support Pro
Single Pane of Glass
MSP PlaybookNOC and Helpdesk Methodology
© 2014 N-able Technologies, Inc. All rights reserved.
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Services Model TM Block Checklist Fixed Fee Comsumption
Gross Profit (%) <10 50 50-75 75> TBD
Utilization Rate (%) 50 50 70 90 TBD
Operating Income (%) < 1 1-5 5-10 10 - 20 TBD
Business Valuation ? .30 1.5 1.5 - 2.8 TBD
N-able’s Value Proposition
Profitability &
Business Valuation
Low
High
HighMaturity
© 2014 N-able Technologies, Inc. All rights reserved.
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SMB Market Reality
• 25% of SMB’s are candidates for advanced service models associated with verticals ‒ Professional Services, Medical , Financial, Manufacturing, Energy
• 75% of SMB’s do not want or have the need for managed services instead they want to buy products and services on a monthly basis such as: ‒ Anti-virus, Patch, Anti-spam, Backup, Assessments, Migrations, Hours, Projects
75%
25%
© 2014 N-able Technologies, Inc. All rights reserved.
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SMB Alignment Strategy
Essential Licenses
Professional Licenses
ESSENTIAL LICENSE
Light Monitoring (Scan Frequency) Management
Agent Status (15 minutes) Remote Control
Connectivity (15 minutes)
Generic TCP (15 minutes)
DNS & SMTP (15 minutes)
Windows Security Center (4 hours) Admin Features
Patch (4 hours) Alerts & Notifications
CPU (4 hours) Reporting
Disk (4 hours)
Memory (4 hours) Add on Tools
Asset Information (4 hours) Patch Manager (3rd party+ windows)
Mobile Manager
Warranty lookup AV Defender
Backup Manager
Monitoring Deep (Scan Frequency) Management
Agent Status (5 minutes) Patch Windows
Connectivity (5 minutes) Scheduled Scripts
Generic TCP (5 minutes) Self-Healing
CPU (5 minutes) Automation Manager
Disk (5 minutes) Software Distribution
Memory (5 minutes) Remote Control
SNMP (5 minutes) - Remote Support Manager
DNS & SMTP (5 minutes)
Asset Information (5 minutes)
Windows Security Center (5 minutes) Admin Features
Event Log (5 minutes) Alerts & Notifications
Traffic (5 minutes) Reporting
Windows Services (5 minutes) Add on Tools
Application Monitoring (5 minutes) Patch Manager (3rd party)
Warranty Lookup Mobile Manager
Patch (4 hours) AV Defender
Backup Manager
PROFESSIONAL LICENSE
© 2014 N-able Technologies, Inc. All rights reserved.
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Nodes 250 500 1000 2500
Desktops 200 400 800 2000
Servers 25 50 100 250
Network 25 50 100 250
Average MSP has 100 to 200 customers in in their database
Average SMB = 20 Employees• 20 Desktops| 100% • 2 Servers | 10% • 2 Network | 10%
25% | Proactive or Managed
Successful MSP ProgramsFully ManagedProactiveEssential A La Carte
Server - $100• Advanced Performance Monitoring• Key Application Maintenance• Scheduled Preventative Maintenance• License & Asset Management• Managed Anti-Virus• Managed Backup• Additional Support Billed at T&M Rates
Network - $25• Quarterly Network Health Review• Firewall Management & Maintenance• Router Monitoring• Switch Monitoring• Additional Support Billed at T&M Rates
Workstation - $20• Availability Monitoring• OS & 3rd Party Patch Management• Scheduled Preventative Maintenance• Managed Anti-Virus• Hosted Anti-Spam
$650/month $32.50/user/month
Proactive Options• Hosted Backup - $70 + $0.75/GB• Managed Mobile - $5/device• Managed Compliance - $4/IP
Server - $250• Advanced Performance Monitoring• Configuration Management• Key Application Maintenance• OS & 3rd Party Patch Management• Real Time Server Optimization• Scheduled Preventative Maintenance• License & Asset Management• Managed Anti-Virus• Managed Backup• Managed Audit• Unlimited Remote & Onsite support
Network - $65• Firewall Management & Maintenance• Router Monitoring• Switch Monitoring• Unlimited Remote & Onsite support • Monthly Network Health Review
Workstation - $60• Advanced Performance Monitoring• Configuration Management &
Enforcement• OS & 3rd Party Patch Management• Real Time Workstation Optimization• Scheduled Preventative Maintenance• Managed Anti-Virus• Hosted Anti-Spam
$1830/month $91.50/user/month
Managed Options• Hosted Backup - $70 + $0.75/GB• Managed Mobile - $5/device
Supplemental Services
Billable Services - $100-$150/hour• End-user support (Helpdesk)• Onsite & Remote Support• Moves, adds, changes• Project Planning• Upgrades & Hardware• After hours Support
Billable Services - $100-$150/hour• Project Planning• Upgrades & Hardware
Billable Services - $100-$150/hour• End-user support (Helpdesk)• Onsite & Remote Support• Moves, adds, changes• Project Planning• Upgrades & Hardware• After hours Support
Essential IT Support – Free• Light Monitoring• Asset/Software/Hardware Reporting• Branded Sys-tray Icon• Remote Control
Managed Anti-Virus - $3/device• Integrated AV deployment• AV Monitoring• AV Updates• Threat/Status Reporting
Managed Patch - $3/device• Windows Patch Management• 3rd Party Patch Management• Patch Reporting
Managed Backup - $100-$150/server• Integrated Backup Deployment• Backup Management & Monitoring• Capacity/Status Reporting
Hosted Backup - $40 + $TBD/GB• Offsite storage to a secure datacenter
Managed Mobile - $5/device• Mobile management, support & reporting
Managed Compliance - $4/IP• Monthly Vulnerability/Compliance
reporting
$50 - $250/month
Advanced Performance Monitoring• CPU• Disk Space• Disk Queue Length• Memory• Patch Status • Connectivity
Automated Preventative Maintenance• Check Disk • Defragment • Delete Temporary Files• Firmware Updates • Remote Access Enabled• Sync time with Domain
ControllerAutomated Preventative Maintenance• Check Disk • Defragment • Delete Temporary Files• Firmware Updates • Remote Access Enabled• Sync time with Domain
Controller
Advanced Performance Monitoring• CPU• Disk Space• Disk Queue Length• Memory• Patch Status • Connectivity
Cloud
ASP• Custom Dashboard
Access• Performance Reporting• Attended & Unattended
Remote Control• Advanced Performance
Monitoring
$20/Server$8/Network$5/Desktop
Managed Monitoring• 24/7 Monitoring NOC &
Triage of alerts and notifications
• Automated Maintenance & Remediation
• Performance & Strategic Reporting
• Access to MSP support as needed
$250/Server$150/Network
Outsourced Helpdesk• 24/7 remote support
services for end users
$25/User
Project Support• Engineering support to
assist with the planning, implementation, or support of a new project
$150/Hour
Custom Services• Customized Solutions to
meet customers’ needs and business requirements
Per engagement
Managed Cloud Services
Cloud Services• Virtual Online Workplace• Application Management• Microsoft Office Suite• Hosted Exchange• Backup & Disaster Recovery• Secure Cloud Storage• Mobile Device Access $199/user/month
OnPremise Services• Workstation & Infrastructure Management• Managed Anti-Virus• Unlimited Remote & Onsite support • Guaranteed Service Levels
Cloud Services Options• Managed Mobile
$5/device
Program Elements Included Services Program Pricing
Reactive Maintenance Access to the support desk
Unlimited Support hours includedTBD
Monitored Systems Access to the support desk
Unlimited Support hours included Monitoring of all phones and servers
TBD
Proactive Maintenance
Access to the support desk Unlimited Support hours included
Monitoring of all phones and servers Monthly routine maintenance designed to
reduce the likelihood and frequency of issues
TBD
VoIP Maintenance Plan
© 2014 N-able Technologies, Inc. All rights reserved.
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ASSESS • Review of • Current Situation• Plan New MSP
Strategy•MSP Strategy
Document
PLAN• Program
Review• Pricing Review• Program
Portfolio & Pricing Methodology
IMPLEMENT• Sales & Marketing Support• Documented Sales Plan• Customized Marketing
Materials
Onboarding | Channel Sales Blueprint for Success
Unmatched Business Support
© 2014 N-able Technologies, Inc. All rights reserved.
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Digital Binder MSP RunBook MSP Playbook
Unmatched MSP Resources
© 2014 N-able Technologies, Inc. All rights reserved.
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Support DeskOnboarding | Solution Engineer
Daily Technical Access
Unmatched Technical Support
© 2014 N-able Technologies, Inc. All rights reserved.
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Getting StartedSpecial VOIP Program
Business Support
- Onboarding | Channel Manager
- Blueprint for Success | Dedicated MSP Coach
Technical Support
- Onboarding |Solution Engineer
- Support Desk
-Daily Technical Access
Resources
- Digital Binder
- MSP Runbook
- MSP Playbook
Technology
- Professional: 75 servers, 75 network devices, 25 desktops
- Essentials & Anti-virus: 1,000 each
- Report Manager
Help Desk Manager: 2 seats
© 2014 N-able Technologies, Inc. All rights reserved.
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Next Steps
• Schedule TECHNICAL discussion to – Drive efficiencies through Automation – Increase utilization rate– Increase profitability
• Schedule BUSINESS discussion to – Build MSP programs – Align SMB requirements – Build recurring revenue
• Partner with a company that aligns and invests in your business and your customers
© 2014 N-able Technologies, Inc. All rights reserved.
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Thank you
© 2014 N-able Technologies, Inc. All rights reserved.
Want to learn more:[email protected] Maalouf
VOIP Account Executive
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Legal Information
The N-able Technologies and N-central trademarks are the exclusive property of N-able Technologies, Inc. and its affiliates, are registered with the U.S. Patent and Trademark Office and the Canadian Intellectual Property Office, and may be registered or pending registration in other countries. All other N-able trademarks, service marks, and logos may be common law marks, registered or pending registration in the United States, Canada, or in other countries. All other trademarks mentioned herein are used for identification purposes only and may be or are trademarks or registered trademarks of their respective companies.
© 2013 N-able Technologies, Inc. All rights reserved. © 2014 N-able Technologies, Inc. All rights reserved.