MSP:360° Webinar Series

Episode 1 – The Best of Both Worlds: Utilizing Your Managed Service Tool for Recurring Revenue and Supporting Your Break/Fix Clients

Discover how to utilize your managed service tool for recurring revenue and supporting your break/fix clients. Whether you're just testing the managed services offering or 100% focused on recurring revenue, you probably have break/fix clients who "don't want to fix what's not broken". Meaning, they're not quite ready to move with you to a managed services contract. However, there's a remote monitoring and management (RMM) tool that will allow you to drive your managed services to clients while still making money on break/fix clients.

In this episode, you’ll hear how one IT solution provider transformed his business and increased recurring revenue by converting break/fix clients to a managed services contract, while more efficiently and effectively serving his break/fix clients using an RMM solution.

Episode 2 – Avoid Culture Shock: Transitioning from Break/Fix to Managed Services

Making the move from break/fix to managed services requires not only a commitment from your clients, but a commitment from your business and staff as well. Converting your clients from break/fix to managed services is only part of the transition with the other part being the transformation of your business's operations and changing the way your staff now needs to think and work.

This episode outlines best practices for transforming your business operations and your staff's mindset to make the move to managed services. Learn how one IT solution provider was able to successfully change their business model from break/fix to managed services and find out what steps and tools they used to sell the concept of managed services to their teams, convert clients to managed services, acquire more clients, set compensation plans, build new business and staff processes, and more.

Episode 3 – Patch Management: Are You Leaving Your Clients at Risk?

Patch management seems like a given for today’s IT solution providers, but are you actually doing it and doing it properly for your clients? Because patch management can be the key to winning or losing a client, it becomes one of the most critical functions of your MSP value proposition. When done correctly and efficiently, it also becomes the most important management and automation activity for increasing security for your clients.

Watch this MSP:360 webinar to learn more about:

• The importance of the connection between documentation and charging for applied patches
• Tips and tricks to verify your clients are actually receiving all promised patches
• How patch management can be the key to quickening the sales cycle and client management
• How to ensure technicians know of problem machines that require manual patching
• Best practices for using an automation tool to manage patching

Episode 4 – Automate It: Making RMM Automation Your NOC – Part 1

Learn how one IT solution provider transformed his business through automation with an RMM solution to increase business efficiency and productivity without adding headcount. Get the 10 tips used and the scripts they applied to help automate their IT business through RMM. This is the first part of a two part webinar series.

Episode 5 – Automate It: Making RMM Automation Your NOC – Part 2

Discover how to get into the mindset of automation and how to take advantage of it by making it your first line of defense with your remote monitoring and management (RMM) solution. Today, many IT professionals are only using the "tip of the iceberg" with their RMM solution due to time constraints or the perception of complexity with automation. Let an RMM solution empower your level one technician to handle or triage higher level issues through scripting and automation that will streamline your IT business.

Learn how one IT solution provider transformed his business through automation with an RMM solution to increase business efficiency and productivity without adding headcount. Get the 10 tips used and the scripts they applied to help automate their IT business through RMM. This is the second part of a two part webinar series.

Episode 6 – Creating a Sales Culture: Develop Your Sales Team to Drive the Growth of Your Business

Ready to take your IT business to the next level? To grow your business, you need to bring in new clients. Putting together a solid and focused sales team can be a struggle if you don’t start with a sales process and an understanding of sales.

In this episode, Matt Nachtrab, CEO of LabTech Software and Nick Bock, CEO of Five Nines Technology Group, discuss best practices to building a successful sales team for your IT business. Learn which steps were taken by an IT solution provider who successfully put together a sales team and grew their IT business by bringing in new clients. Find out how they developed their sales team: from hiring and compensation to selling tactics and more.

Episode 7 – Show Your IT Value: Demonstrate to Your Clients How Their “In-house” IT Services Are Costing Them Money, Not Saving It

Have clients that insist that their “in-house” IT person is handling their IT management? Need some tips on how to overcome this challenge with your clients? This is a challenge that many IT service providers face with clients who do not have a managed service contract. Their “in-house” IT person, who in many cases has little to no IT experience, is actually costing your client more money than saving and leaving their business vulnerable to possible IT issues and threats.

Hear Drew McCallum, VP of Business Development at LabTech Software, and Bobby Kuzma, CEO and President of Central Florida Technology Solutions, discuss how developed alerts can be used to show your clients that you are a greater impact and more cost effective option than their “in-house” talent.

Episode 8 – MSP:360° Episode 8 – Dream IT. Automate IT. ProfIT.

One of the many powers of a remote monitoring and management (RMM) solution is to develop innovative ideas with solutions that automate processes to return a profit. You will learn how to deliver flexibility and powerful performance while increasing productivity and efficiencies within your IT organization. This informative webinar provides real life use case scenarios that will show you how your IT business can be more efficient and profitable from automated solutions dreamt, developed, and implemented by IT solution providers.

In this episode, Kevin Gibson, Director of Business Transformation at LabTech Software, and Randall Garner, CEO of Garner IT Consulting, discuss the various ways an RMM tool can be used to further help your IT organization increase efficiency, productivity and bottom-line profits.

MSP:360° Episode 9 – Scalable Solutions: Increase Profitability as You Grow

Are you scaling with the growth of technology or maintaining the status-quo? Whether you answered yes or no, we will demonstrate how to plan for scalability with a remote monitoring and management (RMM) solution and increase workflows. This episode will help you plan and prepare to become an informed IT solution provider with the right tools and information to scale the most common solutions and issues you face day-to-day.

Watch this informative webinar to see real life use case scenarios that will show you how your IT business can be more efficient and profitable as your business grows.

MSP:360° Episode 10 – The Best of Both Worlds: Rediscovered

Episode 1 of the MSP: 360 Webinar Series focused on utilizing your managed services tool for recurring revenue and supporting your break/fix clients. You saw how one IT solution provider transformed his business and increased recurring revenue by converting break/fix clients to a managed services contract, while more efficiently and effectively serving his break/fix clients using an RMM solution.

In this webinar we step back in time and recap the Best of Both Worlds episode. You’ll hear from another IT solution provider that implemented the solutions presented and discuss ways you can develop solutions of your own to increase recurring revenue in your IT business.

MSP:360° Episode 11 – How to Downstream IT Effectively and Efficiently?

Discover a new potential revenue steam for your IT business through downstream IT. With many internal corporate IT departments looking for help today, there is a new market for taking your IT expertise and becoming an extension of these corporate IT departments.

In this webinar, you’ll learn how to turn your IT resources and processes into profits through best practices for downstream IT by understanding, building, implementing and evaluating scalable solutions that work! Find out how one IT solution provider was successful in building a new revenue stream for his IT business through downstream IT as he shares their blueprint for effectively and efficiently managing their “external” IT departments.

MSP:360° Episode 12 – Successful Business Begins with Successful Company Culture

Hiring for your company culture – it actually matters! Do you think hiring the most technical person is the most important aspect of onboarding new employees? Do you plan on them interacting with your clients? If so, hiring goes way beyond the geek speak. Remember, we are hiring people, not certifications. Making sure new hires fit into your company culture is just as important as technical skill set.

We discuss this industry question during this episode, which is hosted by LabTech Software and special guest Deana Pizzo, CEO of IT Solutions of South Florida.

MSP:360° Episode 13 – Top 5 Mac Issues & How RMM Automation Can Deliver Resolution

With the growing popularity of Mac computers and networks in today's world, IT solution providers must understand and learn how to best manage these systems for their clients. Just as with the Windows platform, the Mac platform still needs to be maintained with manufacturer patches, the installing of third party tools and other required common service issues to assure that they are secure and protected. Do you know the best ways to handle and resolve your clients' Mac issues?

In this episode, we cover the top five Mac issues that many of today's IT solution providers face while supporting Macs and how best to resolve them through remote monitoring and manage (RMM) automation. You'll walk away with a better understanding of how to support and manage Macs and will be given valuable scripts and monitors to help you better manage your clients' Mac systems.

MSP:360° Episode 14 – Keeping Your Customers in the Loop

For today's IT service providers, the idea of simply having a remote monitoring and management (RMM) tool no longer differentiates you from your competition. You must be able to support your clients in many more ways than just "hands on" computer and network tasks, and build a relationship with them that starts with two-way communication. Many IT service providers using RMM tools either aren't aware of this need or simply don't understand the role consistent, predictable communication plays in growing an IT business.

During this informative webinar, we discuss the business philosophy of tracking every communication between you and your client, as well as how to analyze the data using RMM and professional services automation (PSA) tools. You’ll learn how one IT solution provider uses their ConnectWise PSA and LabTech RMM tools to achieve, analyze and drive communication and business decisions throughout their IT business.

MSP:360° Episode 15 – Evolving Your IT Services Offering in a Modern Mobile World

Mobile device management is the next frontier in global managed services expansion.
The agility of tablets and smartphones has blurred the personal and professional lives of your clients. The once contained boundaries of the office have roared past any perceived boundary and expanded into an untapped new modern mobile world.

To stay competitive, IT solutions providers must evolve their IT services offering and embrace the modern needs of mobility through service oriented and mobile safeguard technology. Get enabled to answer the IT service calls of clients wanting to get connected to their data, stay connected to their data and ensure they can protect their data in today's mobile world.

In this webinar, you’ll see how cutting-edge IT service providers are charting a course in the new world of mobility driven IT
services to meet the mobile device management needs of their clients through service and solution oriented best practices.

MSP:360° Episode 16 – How vPro Can Help You as an IT Service Provider Today

Downtime is lost productivity, every time. As a managed service provider (MSP), your job is to get your clients back up and running quickly and efficiently. But VPN only enables you to remote control a computer’s keyboard, video and mouse when the computer is operational. Intel’s vPro KVM (keyboard-video-mouse) technology enables remote management and connectivity even if the OS is not operational or if a PC is shutdown.

In this episode, Drew McCallum, Senior Product Manager at LabTech Software, and Eric Townsend, SMB & MSP Marketing Director for Intel Corporation, discuss how you can use Intel’s vPro technology to make faster repairs, avoid customer site visits and improve customer service levels, which all lead to increased revenue.

MSP:360° Episode 17 – Antivirus Panel Discussion: Migrating Your Clients to Your Managed Services Antivirus

As a managed service provider (MSP), you know the importance of achieving standardization across operating systems and application software in order to maximize service delivery efficiencies, customer satisfaction and profitability. Industry best practices suggest establishing specific baseline requirements based on the role of the operating system or application software in the infrastructure.

One area where MSPs have struggled with achieving standardization is with antivirus software. While most MSPs would like antivirus to be included in their managed services contracts, many clients insist on retaining their existing solution. For an MSP, this means managing dozens of different antivirus solutions across hundreds of endpoints.

In this episode, a panel of antivirus solution leaders (ESET, Symantec, VIPRE) discuss best practices for keeping your clients protected from security threats, as well as strategies for migrating your clients away from their self-pay antivirus solution to your managed services antivirus solution.

MSP:360° Episode 18 – Best Practices for Growing Your IT Services Business

The key to successfully growing your IT services business and retaining clients so they will not go elsewhere for their IT needs is to provide value they can't find anywhere else. By utilizing a best practices approach to service delivery, you'll position yourself to create unparalleled value and be the IT champion your clients need and want. In addition, a best practice strategy can help your business:

• Reduce costs and become more efficient
• Improve the skills of your workforce
• Use technology more effectively
• Reduce waste and improve quality
• Respond more quickly to innovations in your vertical sectors
• Become more competitive by establishing baselines
• Increase sales and develop new markets by leveraging best practices in those areas
• Become your clients’ trusted source for all their IT needs

In this episode, Kevin Gibson, Senior Product Manager at LabTech Software, discusses five key best practices you can utilize to differentiate your services so that you not only survive, but thrive in this challenging economic environment.

MSP:360° Episode 19 – 5 Tips to Leverage Automation to Perform Consistent, Repeatable IT Service Delivery

Tapping into the power of automation is one of the largest hurdles an IT service provider must overcome to provide consistent, repeatable IT service delivery. By mastering automation, an IT service provider can successfully deliver consistent, repeatable service in a very controlled and organized fashion, resulting in improved client satisfaction and the peace of mind that comes with knowing they are effectively maintaining their clients' IT systems.

The correct incentive for applying automation is to increase productivity and quality beyond what is possible with current human labor levels, so as to realize economies of scale and predictable quality levels. The incorrect application of automation, which occurs most frequently, is an effort to eliminate or replace human labor. Simply put, whereas the correct application of automation can net as much as three to four times the original output with no increase in current human labor costs, the incorrect application of automation can only save a fraction of current labor level costs.

In this episode of MSP:360, Vernon Southmayd, Senior Product Manager at LabTech Software, and Dave Purscell, President and CEO of Technology Navigators, provide tips and best practices to successfully incorporate automation into your IT services business so you can provide consistent, repeatable service to your clients and realize the gains in profitability that you're looking for.