Managed Services Made Sexy

Session 2 – What Methodologies Change with Recurring?

Chris Rumpf

President & Taco Enthusiast

Rumpf Computer Solutions

Bruce Mann

VP Marketing

CRS Inc.

Jami Interdonato

VP Business Development

RPOWER

Questions?

Preface your question with…

1. Name 2. Years in Business 3. Revenue per Year 4. % Of Current Business that is Recurring

Soapbox

Direct Sell Cloud Solutions

Dealer/Reseller

Value-Added Reseller

Multi-Channel VAR

Technology Partner

MSP’s are true technology partners.

Defining Market Segments Low

• Single location

• Budget conscious

• Typically choose low-end tablet options

Mid

• Single or smaller multi-unit operator

• Doesn’t necessarily understand needs (PCI, marketing, etc)

• Needs require integrations, complex networks, etc

High

• Very large single-unit or multi-unit operator

• May have internal IT, and may or may not understand need for complex security

• Performance and integrations are essential

Low Mid High

Complexity of Install/Support Based on Client Segment

2010 2016 2020

Customers are Complicated 2010

KPrints

Sales Data

Timekeeping Credit Card Integration

2016

KPrints

Sales Data

Timekeeping

Credit Card Integration

Gift/Loyalty

Security Cameras

Marketing

Mobile

Online Ordering

Public Wifi

HR / Payroll

Quantifiers vs. Qualifiers Today, Customers Have More Qualifiers Than Ever Before

“You can buy the best software in the world from the world’s worst vendor, and you would still hate the software; but you can buy the worst software in the world from the world’s best vendor

and you will love everything about your existence.”

Customers with Complex Needs Need

Managed Services

Why?

• Single vendor increases customer relationship levels • Single vendor streamlines support and creates trust • Reducing channels increases reliability • Fixed costs appeases finance departments • The $200 question goes away

Partners are Disruptors, Dealers are Lazy

Disruptors are Rockstars

Be a Rockstar

Why Do I Say Lazy? Have you ever walked into a customer and found that

another company… • Added Wireless Devices • Made Network Changes • Changed Gift/Loyalty/Credit Providers • Added Security Cameras • Installed Wait or Kitchen Notification Devices

All missed opportunities for recurring revenue

The Necessary Culture Shift

All employees become CSRs, Sales

People, and most importantly, Mini-

CEOs.

What Do Functional Areas Look Like

With Managed Services? • Marketing

• Service/Support

• Implementation/Fulfillment

• HR

• Sales

Marketing • Own the customer relationship. • Use social media to market to your existing customers. • Look professional. Portray an organization larger than it truly is. • Responsive Web. Be sexy.

• Fiverr. 99Designs. Etc • Use an advanced CRM

Service • Automate! Automate! • Create a Mini-CEO mentality. Give us control and make your

support department flat. • Schedule routine customer follow ups. • Continual Training

Implementation • Automate! Automate! • 60% of implementation should be planning. • Document installations for future support

• Network maps, passwords, nuances, photos. • Consistency/economies of scale are everything with

implementations.

HR • Give staff more control. If a problem is less than $250, allow all

employees to act without permission. • “Inaction will be met with swift kicks in the butt. Incorrect action

will be met with encouragement and training. • Sales person pay – to salary or to commission or to both depends

on you and your staff.

Sales • Lead sales conversations with MS when appropriate. For use,

that’s any customer with sites containing four or fewer terminals. • Simplify MS Pricing. Don’t use crazy algorithms. Price per

terminal. • Only fallback to traditional pricing after pushback to MS. With

ideal customers, this will be infrequent. • Look at hybrid pricing on larger deals. • Bundle CC with POS.

• Know CC processing better than processors.

Care For This Slide Deck?

Say hello via email:

RSPA@RCSOHIO.COM

Bonus content, including interactive budgeting/forecasting templates

Questions?

Preface your question with…

1. Name 2. Years in Business 3. Revenue per Year 4. % Of Current Business that is Recurring

Facebook.com/rumpfcomputersolutions

@CurlyTheTechGuy

@ChrisRumpf

Youtube.com/RCS

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at the back of the room

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