Merry Christmas from your Favorite Autotask Service Delivery Authority
Holidays are for memories! One of my best Christmas memories was on Christmas Eve, 1961. My parents sent my sister and I across the street to the Karstens’ house with a box of cookies. When we returned, “Santa had been there.” The wrapped gifts under the tree spilled out into the living room. There were two gifts under the tree that year that I remember to this day. An electric skillet for my mother (My Dad has never forgotten that mistake), and a Girder and Panel set for me.
Now, at the age of 5, I was already showing signs of being an Engineer. It must run in my blood. While we are a family of Engineers, Mathematicians, Writers and Teachers, these early humble beginnings are what started me on the path to being the best MSP Service Delivery Process Engineer anyone could be. This combination of family and memories has boded well for my career, Advanced Global, and the MSPs we serve.
There have been many other great Christmases and gifts, but this one was special. And today this memory, experience, and humble beginning plays out in everyday life at Advanced Global. The Girders have been replaced by Autotask, and the Panels replaced by Service Delivery SOPs, but the engineering process remains the same.
You start with the foundation (Girders and Autotask Configurations). Then, you apply what’s needed to actually use the foundation (Panels and SOPs). From there, it’s on to testing the performance. Which, in the case of Girders and Panels, meant running a Matchbox car over the bridge for hours on end (yes, I had hundreds of cars long before I met Hot Wheels, which came along in 1985 via Kellogg Cereal Boxes [just down the road from where I grew up]).
Today, it means Autotask Live Report performance reports, testing performance like:
1) Intake and ticket management processes
2) Tech performance
3) Profitability reporting (Based on LEAN process principles)
4) Project value earned
5) Financial reporting
6) Sales performance reporting
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Disclaimer:
Recently someone we have been in communication with since DattoCon 2018, and was faithfully reading our articles, commented that up until a few months ago “I really did not know what Advanced Global does.” So here are a few bullet points to let anyone interested know who we are and what we do:
1) We Are - the Autotask Global Service Delivery Authority
2) We Help - MSPs thrive
3) We Solve - Service Delivery issues, inefficiencies, and challenges by:
a. Making sure techs know what to work on next
b. Making sure someone is managing all open tickets and driving them to completion
c. Making sure the staffing levels are correct, and the workload is balanced
d. Making sure Real-Time Time Entry is a cultural habit
e. Making sure the customer has a great customer experience
f. Making sure profit is maximized
g. Making sure Autotask is being fully leveraged
h. Finding, benchmarking, tracking, and using the historical data that is in the Autotask software
i. Making sure the Service Delivery operations can scale
j. Making sure the company can grow
k. Making sure MSPs know what they don’t know
4) Our Tools:
a. Autotask “Best in Class” standard build
b. MSP Service Delivery Robust SOP library
c. Advanced Live Reports
d. Expertise in providing a transformational experience
Note: We are not philosophers, we are doers with 31+ years of Service Delivery Experience, bringing Real Service Delivery Improvement change, profitability, and Best in Class performance.
We Start - by offering a No-Obligation PSA Configuration Evaluation
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All based on childhoods with a common passion to process engineer, write, and teach Autotask Service Delivery improvements.
We truly hope this Christmas is a positive memorable experience, and one that ignites your passion for many years to come.