Help Desk_Synergy

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Help DeskThe Gold Rush is On

Todd BilliarTodd BilliarNeil MedwedNeil MedwedAugust 12August 12thth 2008 2008


Todd Billiar

Managed services specialistManaged services specialist Synergy Global SolutionsSynergy Global Solutions Dedicated to supporting Ingram Micro and Seismic VAR’sDedicated to supporting Ingram Micro and Seismic VAR’s ITIL certifiedITIL certified Over 20 years IT support experience Over 20 years IT support experience Worked for both large and small VAR’sWorked for both large and small VAR’s Managed Help Desk for top 20 bankManaged Help Desk for top 20 bank US Navy veteran US Navy veteran


Neil Medwed

President - Preferred Technology SolutionsPresident - Preferred Technology Solutions 24 Years in technology24 Years in technology 22 years managing22 years managing 14 years owning technology firms14 years owning technology firms

Preferred Technology Solutions is the leading advanced Preferred Technology Solutions is the leading advanced technology solution provider in the North Texas Region. technology solution provider in the North Texas Region. PTS has great strengths in LAN/WAN, VoIP, Citrix, Wireless, PTS has great strengths in LAN/WAN, VoIP, Citrix, Wireless, Video Surveillance, Virtualization and Video. Our advanced Video Surveillance, Virtualization and Video. Our advanced technology expertise and our managed care programs technology expertise and our managed care programs allows Preferred to offer great value to every client we meet. allows Preferred to offer great value to every client we meet.


Become a Super VAR

Using the a Help Desk Using the a Help Desk Neil became a Super VARNeil became a Super VAR


How Neil is Making Money

Preferred’s experiencePreferred’s experience How did they get started?How did they get started? How many customers?How many customers? How much revenue and margin?How much revenue and margin? Additional tangential benefit derived from the help Additional tangential benefit derived from the help

desk he is selling to end-usersdesk he is selling to end-users


End-user Demand

End-users are starting to request or even End-users are starting to request or even requirerequire that that their IT resellers provide 24X7 tech support their IT resellers provide 24X7 tech support

Fueling the demand are: e-mail enabled hand-helds, Fueling the demand are: e-mail enabled hand-helds, VoIP phones systems, wireless connectivity, SaaS VoIP phones systems, wireless connectivity, SaaS applications, and internet-based business processesapplications, and internet-based business processes

Current industry trend has help desk users moving Current industry trend has help desk users moving away from overseas suppliers due to customer away from overseas suppliers due to customer satisfaction issues satisfaction issues


“Gold Rush” Help Desk Verticals

HotelsHotels– WhyWhy

EducationEducation– School DistrictsSchool Districts– UniversitiesUniversities

Small BusinessSmall Business– WhyWhy

Non-profitNon-profit LegalLegal


Economic Trends (leading to Gold Rush in help desk)

Downturn in economy is driving growth in managed Downturn in economy is driving growth in managed services businessservices business

We are seeing real-life examples of MSPs winning business We are seeing real-life examples of MSPs winning business as a result of end-user cost-cutting and/or downsizingas a result of end-user cost-cutting and/or downsizing

End-user IT departments are cost centers, with somewhat End-user IT departments are cost centers, with somewhat limited capabilities to scale, and are not part of an limited capabilities to scale, and are not part of an organization’s core competencyorganization’s core competency

End-users who have resisted outsourcing to MSPs to keep End-users who have resisted outsourcing to MSPs to keep IT in house are now finally being forced to let go and move IT in house are now finally being forced to let go and move to a managed services relationshipto a managed services relationship

Help Desk is a service that MSPs are now taking over Help Desk is a service that MSPs are now taking over because of the economy’s impact on end-users because of the economy’s impact on end-users


Gold Rush Technique

Customers who you couldn’t get into before, Customers who you couldn’t get into before, couldn’t sell them managed service or products couldn’t sell them managed service or products previously. Approach them about help desk previously. Approach them about help desk

Help Desk as a way to get into new accounts, a Help Desk as a way to get into new accounts, a “trojan horse” offering“trojan horse” offering

Get in the door with Help DeskGet in the door with Help Desk Expand it to monitoring & managementExpand it to monitoring & management Get them on managed services from thereGet them on managed services from there


Help Desk as Lead Gen

Use data that you are gaining from Help Desk Use data that you are gaining from Help Desk support to make recommendations for technology support to make recommendations for technology enhancements, upgrades, and refreshenhancements, upgrades, and refresh

Call avoidance, plus technology improvementsCall avoidance, plus technology improvements Get hardware and software sales from thatGet hardware and software sales from that


How Help Desk Improves Customer Satisfaction

Single point of contact

Receive all incident notifications

Record all incidents in ticketing or PSA solution

Classifies all incidents and correctly documents nature, affected users, systems, hardware and services

Prioritizes all incidents for effective escalation

Troubleshoots according to Best Practices

Escalates incidents as necessary to maintain SLA’s

Maintains consistent communication with all affected parties

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Improves Your Company Image

Promote on your website that your company Promote on your website that your company provides 24X7 live-voice, domestic supportprovides 24X7 live-voice, domestic support

Your salespeople can brag about your company’s Your salespeople can brag about your company’s round the clock coverageround the clock coverage


Why Help Desk?

End-user demand is growing rapidly for 24X7 End-user demand is growing rapidly for 24X7 Help DeskHelp Desk

Seismic VARs are making a lot money reselling Seismic VARs are making a lot money reselling Seismic Help DeskSeismic Help Desk

Enhances the service VARs are delivering to Enhances the service VARs are delivering to their customerstheir customers

Improves end-user customer experience and Improves end-user customer experience and customer satisfactioncustomer satisfaction

Growing an internal Help Desk could get costlyGrowing an internal Help Desk could get costly


Scaling Your Help Desk Offering

““We already have our own Help Desk internally”We already have our own Help Desk internally”– VAR may already have their own help desk, be it one VAR may already have their own help desk, be it one

full-time person, five full-time people, or a team of full-time person, five full-time people, or a team of engineers who rotate coverageengineers who rotate coverage

Do you feel confident your internal Help Desk Do you feel confident your internal Help Desk could support a 10,000 user deal for a university or could support a 10,000 user deal for a university or a 500 location deal for a retail chain?a 500 location deal for a retail chain?– Use Seismic Help Desk to COMPLEMENT what you are Use Seismic Help Desk to COMPLEMENT what you are

doing internallydoing internally– Let your salespeople go after big deals that your help Let your salespeople go after big deals that your help

desk couldn’t support internallydesk couldn’t support internally


Production vs. Development

Why OutsourceWhy Outsource– ScaleScale– TurnoverTurnover– Diversity of technical expertiseDiversity of technical expertise– FocusFocus– Standards/governance Standards/governance – ToolsTools– ProcessProcess

What to OutsourceWhat to Outsource


What to keep…Tier 3 escalationsTier 3 escalations

–Maintain ownership of high-visibility problems to manage Maintain ownership of high-visibility problems to manage customer expectations and satisfaction directlycustomer expectations and satisfaction directly

Vendor ManagementVendor Management

–Maintain ownership of customer’s vendor relationships to Maintain ownership of customer’s vendor relationships to prove value as the Trusted Advisorprove value as the Trusted Advisor

Professional ServicesProfessional Services

– Continue to identify and deliver solutions that increase Continue to identify and deliver solutions that increase customer efficiency and productivity and mitigate business customer efficiency and productivity and mitigate business pain and riskpain and risk

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Let’s Free The Client IT Staff

To focus on more strategic initiativesTo focus on more strategic initiatives


Customer Benefits

True mutually beneficial business relationship based True mutually beneficial business relationship based on mutually aligned financial goals.on mutually aligned financial goals.


Putting It All Together

Now that I know all this,Now that I know all this, How do I sell the services to my How do I sell the services to my

customers?customers?


Conversation Starters

Change in IT staffChange in IT staff Off hours supportOff hours support Application roll outApplication roll out Cost savingsCost savings


Vertical Markets

They build trust through building repeatable They build trust through building repeatable processes, both sales and delivery.processes, both sales and delivery.

Increase profit by ability to develop repeatable Increase profit by ability to develop repeatable processes.processes.

Improved service delivery through repeatable Improved service delivery through repeatable processes.processes.


Why?

Scale services much wider without adding additional staffScale services much wider without adding additional staff

Improve your service delivery performance and metricsImprove your service delivery performance and metrics

Prove value as a Trusted AdvisorProve value as a Trusted Advisor

Leverage highly-skilled and costly resources on more Leverage highly-skilled and costly resources on more profitable tasksprofitable tasks

Increase customer satisfaction to pave the way for easier Increase customer satisfaction to pave the way for easier solution salessolution sales

Increase net profits!Increase net profits!

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Help Desk “Real-life” Example

Item End-user price VAR Cost VAR MarginHelp Desk Set-up Fee $500 $200 $3001,000 Points $3,105 $2,795 $310Dedicated Toll Free Number $1,100 $1,000 $100On-site training / shadowing $2,800 $2,000 $800

totals: $7,505 $5,995 $1,51025%

End-user looking to cut costs and improve on service levels provided by inefficient internal Help Desk

Solution provider in the Northeast sold Seismic Help Desk to the end-user which was not currently on a managed services contract

$7,500 in revenue and $1,500 in profit


Your Role

1.1. Price is not the determining factorPrice is not the determining factor2.2. Prepare your customer for the transitionPrepare your customer for the transition3.3. Expect bumps in the road Expect bumps in the road 4.4. Set reasonable expectations Set reasonable expectations

• VAR investment in successVAR investment in success• Don’t rush the On-board processDon’t rush the On-board process• Mass customization is time consuming and requires Mass customization is time consuming and requires

constant refinementconstant refinement


Again…Why Help Desk?

End-user demand is growing rapidly for 24X7 Help End-user demand is growing rapidly for 24X7 Help DeskDesk

Seismic VARs are making a lot money reselling Seismic VARs are making a lot money reselling Seismic Help DeskSeismic Help Desk

Enhances the service VARs are delivering to their Enhances the service VARs are delivering to their customerscustomers

Improves end-user customer experience and Improves end-user customer experience and customer satisfactioncustomer satisfaction

Growing an internal Help Desk could get costlyGrowing an internal Help Desk could get costly

Help Desk_Synergy

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