Transition to Managed Services What you need to know

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Transition to Managed Services What you need
to know!

• Scott Spiro Mark Fitzpatrick
• Computer Solutions Group, Inc.
• August 12th 13th, 2008

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Computer Solutions Group, Inc. Overview

• Company
• Founded in 1996
• Started in apartment bedroom
• Began as on-site support and box shop
• Focused on Solution Station customized desktop
  computers
• Moved focus to SMB market in early 2000
• Embraced branding other vendor products as CSG
• Late 2006 began Managed Service Practice mission
• 2007 Converted 70 of customers to MSP platform
• 2008 Leading SMB MSP in Los Angeles area

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Computer Solutions Group, Inc. Overview

• Scott Spiro
• Sales/Marketing Apple Computer, Inc.
• Channel marketing Microsoft Corp.
• UCLA Graduate
• Microsoft Certified Professional
• Chairman Century City Chamber of Commerce
  Technology Council

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Computer Solutions Group, Inc. Overview

• Mark Fitzpatrick
• Financial Services/Banking
• Loan Securitization
• Automated Underwriting System deployment
• Network design and infrastructure composition for
  large business application
• Western Financial Savings, Countrywide, IndyMac
  Bank and TMSF Holdings

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Managed Services Defined

• Managed services is the practice of transferring
  day-to-day related management responsibility as a
  strategic method for improved effective and
  efficient operations. The person or organization
  who owns or has direct oversight of the
  organization or system being managed is referred
  to as the offerer, client, or customer. The
  person or organization that accepts and provides
  the managed service is regarded as the service
  provider.
• Typically, the offerer remains accountable for
  the functionality and performance of managed
  service and does not relinquish the overall
  management responsibility of the organization or
  system.

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Effectively Selling the Managed Service

• STEP 1
• Make the CONCEPTS clear for
• Prospective Current
• Customers!
• Commoditize your offering and give it a brand
• Create a brand that represents your company its
  style
• Create a brand that is effective with your
  marketplace
• Develop your menu of offerings
• Give the SMB customer some safe options they
  can select based on your critical analysis of
  their operating environment.

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Effectively Selling the Managed Service

• STEP 2
• Bring the right materials to reinforce step 1!
• Leverage what your vendors have already prepared,
  just add your logo or company name.
• Illustrate your Unique Selling Proposition
  (USP)
• The USP should provide information as to why you
  are different from the competition and right for
  the customer.

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Effectively Selling the Managed Service

• STEP 3
• Solve for where the organization is feeling the
  pain!
• Deploy the 80/20 policy
• Listen 80
• Respond 20

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Effectively Selling the Managed Service

• Offer a Guarantee
• Customers like to know you are willing to put
  your money where your mouth is. Offer a 30, 60 or
  90 day guarantee! The guarantee should state they
  would be entitled to a full refund of any
  payments made for services.
• The Customer Feels Safe
• The customer feels as if they have a way out
  yet the burden is on you the service provider to
  perform, they way it should be! The customer
  recognizes your confidence

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Effectively Selling the Managed Service

• Talk to the customer so they can understand
• Do not Use jargon.
• Do not speak too fast.
• Do not provide more information than what may be
  necessary for the customer to get a good grasp of
  the offering.
• Do not offer items they clearly dont want, it
  turns them off!
• DO offer solutions they need relative to their
  business, growth and critical objectives.

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Effectively Selling the Managed Service

• Deliver a powerful picture of how your services
  improve the bottom line!
• If you are structuring your managed services
  practice effectively, you will save the customer
  in excess of 40 on IT costs.
• Compare MSP vs. Employee Cost

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Bundling the Services

• Offerings
• Autotask PSA
• Level Platforms monitoring
• VaultLogix on-line backup restore
• MX Logic email/virus/spooling/filtering
• Helpdesk support services
• NOC support services
• Equipment Procurement services
• Software Procurement services
• Equipment financing/leasing services
• (distribute sample CSG menu)

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Common Mistakes- Dont let it happen to you!

• DO NOT
• Go without written implementation plans
• Neglect to receive sign-off from management as
  implementation is under way
• Lack knowledge of the products and/or services
  you are offering.
• Recommend solutions that are out of budget or
  does not meet a customers reasonable timeframe
• Overlook the details for a successful
  implementation.

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Best Practices Applied to Universal Challenges
(Sales)

• Since Managed Services is still relatively new
  to the SMB market, there will be universal
  challenges to overcome in pursuit of selling said
  services.
• The next slide provides what we identify as
  challenges and what best practices CSG utilizes
  to overcome these challenges and/or objections by
  the SMB decision maker.

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Overcoming objections By Best Practice
Utilization (Sales)
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QA

• Take Questions

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