See Ya, 2023. We’re Gearing Up for a REVOLUTION in 2024
I know how sad we all are to say goodbye to 2020, 2021, 2022, & now 2023. (NOT)
It feels like 2023 was the transition year when we finally got beyond Covid. It was a tough year as we embraced the new norm, reminisced about what was lost, and emb raced the new (at least according to ChatGPT).
I mean, I might even shed a tear or two just thinking of the close of this year.
Yeah, right.
Now, what I am sure of is how excited we all are to ring in 2024. It is indeed a year packed with possibilities, and we can’t wait to embark on a new journey with our awesome Community.
Let us share with you our Resolution for 2024, which is:
To provide more value at less cost to our Customers, Subscribers, and the Autotask Community.
What exactly does that look like for you?
Clearer, more concise messaging on how to Resolve Operational Issues using the Autotask Software.
Detailed information on how to make the most of the Autotask software.
Smart delivery of our information & coaching in more efficient ways.
And yes, we’re holding Customers more Accountable (that means you!).
2024 starts with major improvements for you the Customer, you the Subscriber, and you the Autotask Community.
And it all starts with…drumroll, please…a new Company Newsletter!
Advanced Global MSP Coaching
The Revolution starts with a Newsletter Face Lift.
From the very beginning, there has been a support Team making the company look good. With Carol H joining us in 2019, Lea Ann A in 2020, David G in 2021, Chris A 2022, and Matt A in 2023 and now all are contributing great Information to our Weekly Newsletter. Today, there are about 66+ years of MSP Service Delivery experience, and 6+ years of Advanced Global Autotask coaching.
This blend of Service Delivery experience and Autotask System Administration experience gives us the ability to relate to your Operational Issues. We have been there and done that, and we can write about our highly effective solutions that leverage our Autotask knowledge.
This leads us to the new Advanced Global MSP Coaching Weekly Newsletter.
AGMSPCoaching.com
Our new Newsletter format is just the beginning. Get ready for a fresh new website coming soon, too.
In other words, this isn’t just a brand refresh, which we are very proud of, but a new and improved content delivery system as well.
Look for our new website to be rolled out later this month.
When it goes live, you’ll notice a lot of benefits, including:
It will be easier to do business with us.
We’ll provide better messaging to convey who we are and what we do.
Relevant, current information that can be downloaded.
How to Resolve Operational Issues courses you can take online – at your fingertips.
Reaching out and engaging with us on a 1-on-1 basis will be more accessible.
Stay tuned, because by the end of 1st quarter, there will also be an improved Service Delivery Gladiator Membership Community.
The Membership area will provide:
A content library where Members can pull and publish “Best Practices” content on how to Resolve Service Delivery Issues. Our library that will be 100% available to Members contains:
109 SOPs and Standard Builds
79 Autotask Live Report Mockups
Membership-only webinars where we go more in-depth on Service Delivery topics with well-known guest speakers.
A Service Delivery Issues Forum, where members can go and collaborate, as well as follow threads on how best to Resolve Service Delivery Issues.
Vendor Reviews and a list of vendors our Members find worth mentioning.
Special Blog Articles written just for Members from myself, other thought leaders & industry insiders.
Whatever else the Members would like to see, and that makes sense under a “How to Resolve Service Delivery Issues” moniker 😊.
A Revised Path to Resolving Operational Issues Leveraging the Autotask Software
FYI: We have been rolling out the current Service Delivery Foundational Improvement program since Sept of 2019.
Over the last few months, Carol and I have been going to school to get all the most current info on how we can coach you better to Resolve your Operational Issues.
This comprehensive education has led to us taking the holidays to review how we deliver what we know, and how to hold you more accountable.
Based on what we have learned and looking at our performance data (go figure) going into 2024, we are refreshing the Service Delivery Foundational Improvement roadmap.
Here is a high-level overview of what we offer:
Categorizing all Client Requests into optimized workflows
16 hours of our time
Delivered over 4 weeks
Introduction of 11 Workflows with SOPs for each
Coaching on how and when to use each workflow
Workflow Distribution Accountability reporting
Prioritizing the worklists on a multi-dimensional level
10 hours of our time
Delivered over 4 weeks
SLA settings, along with 5 sets of settings in other areas of Autotask
Monitoring to make sure the Automation is working correctly
Coaching on the intake process
SLA Performance Accountability reporting
Organizing the Techs and Service Coordinator(s) day
10 hours of our time
Delivered over 4 weeks
Fast-tracked with the Customer Communications rollout
Delivery of Techs knowing what to work on next, and Service Coordinators managing all open tickets
Built in the background with overview orientation
Open ticket clean-up
Streamlining the Labor Invoicing Process
10 hours of our time
Delivered over 2 weeks
The burden of Invoice Quality shifted from Service Delivery Team, Account Managers, and Accounting to the PSA automation software
Contract, Roles, Work Type reviewed and cleaned up
Labor Profitability reporting
Building a better Client Experience, with Real-Time Time Entry
12 hours of our time
Delivered over 4 weeks
Customer Notifications, WFRs, and Statuses configurations
Delivery of a Communications Protocol built on research, tested with focus groups, and rolled out to dozens of MSPs over the last 9 years
Coaching on the Customers journey from new to complete
Monitoring to make sure the Automation is working correctly
Holding the Techs accountable for Real-Time Time Entry
How Our Roadmap Came to be
When I first started the business, in my back pocket was a fist-full of Autotask Live Report performance reports. My vision was to deliver these reports and coach MSPs on how to analyze and apply them to their Service Delivery Team performance.
What I found was: my reports did not work.
The reason the reports did not work is because I had been blessed with working for a very mature MSP that was leveraging most of the Autotask Software and had well defined SOPs in place.
This MSP was also large enough to hire a fulltime Service Delivery Process Engineer and Live Report Writer. As I rolled out the fist-full of Autotask Live reports to other MSPs, I found that until the Autotask foundation was being leveraged, the data was garbage out.
So, we went to work developing the Autotask Service Delivery Foundational Improvement roadmap.
Once these foundational improvements have been implemented, the MSP is ready for:
Service Coordinator Training
Service Manager Training
Project Management Training
Inventory and Procurement
Advanced Contracts
Sales Opportunity and Dashboards
Proactive Maintenance Training – coming in 2025
Knowledge-Centered Support Training – coming in 2025
It took me 7 years to develop the fist-full of live reports. It has taken other MSPs a lot longer and they still struggle to deliver the results our Customers enjoy. The Autotask Service Delivery Foundational Improvements takes 4 months to deliver. The Service Coordinator and the two Management Trainings take another 3 months, with KCS yet to be determined.
The results we enjoy for a 6-tech shop with 160 Customers doing about $1.5M in MRR is about $386,000 USD per year. The bottom-line is that for a $20,000 USD investment, you can expect more than 10X return, not to mention a much more enjoyable work environment and Raving Fans.
How do we know? Because we have 66+ years of MSP Service Delivery Coordinator/Manager experience on staff, and 17+ years Autotask System Administration experience. Which is another way of saying we have been there and done that, and we know how to leverage the Autotask software to Resolve Service Delivery Issues.
WOW what a revolution - and back to the future has only begun.