I want my Service Delivery Issues fixed NOW and I do not want to spend a dime!!!

Hey, Autotask Warriors. Maybe the above title sounded too much like a late-night infomercial (“But Wait…there’s more!”) or a YouTube ad (“Jim was fired by his company after designing this amazing product”), but it’s not BS – this is serious stuff. I constantly talk to MSP owners with serious Service Delivery issues keeping them from the life they want – and they want to do it on the cheap. These are the same MSPs that won’t take on a lawyer or a dentist because, “They’re too cheap and won’t spend money on their business.” HUH? 

So no, I’m not going to fix all your issues for free.   

Sorry (not sorry), while this may be an unreasonable expectation, here is what we can do for you: 

• Fix ALL your Service Delivery Issues within a few months, not years. 

• At a cost of 1/10 of what you’re wasting in annual Billable Hours today. 

• Results backed by a money-back guarantee. 

You see: 

1. The root of an MSP Service Delivery Issues is deeper than most realize – in most cases, it is a matter of not knowing what you don’t know. 

2. Process (Habit) changes take time – PSA configuration changes take a few hours, but the purpose or why the changes are being made takes time to understand and change mindset and habits (so you can’t YouTube this). 

3. Cost is relative – Focusing on the investment is a mistake because the return on investment is 6-10X – meaning it is costing you more to not invest than it would to invest. 

Root Cause of Service Delivery Issues: 

The root cause of most MSPs Service Delivery Issues is the lack of standardized, repeatable, documented processes. 

“Eighty-five percent of the reasons for failure are deficiencies in the systems and process rather than the employee. The role of management is to change the process rather than badgering individuals to do better.” 

https://www.azquotes.com/author/3858-W_Edwards_Deming 

We are so focused on AI and Automation being the solution to our problems without realizing that without a good/great Intake process, AI and Automation cannot take over.  And without good processes leveraging AI and Automation, the Service Delivery results are the same as today. 

Even reconfiguring the PSA software from a Volkswagen (default settings) to a Formula One race car (Best in Class Configurations) without the processes to leverage the souped-up PSA, the Service Delivery results are the same as they are today. 

Challenges of Not Having Standardized Processes 

Not having all Techs following standardized, repeatable, documented processes causes: 

• Clients to request their favorite Tech – it is all about who gives the best CX, not who can fix my stuff. 

• Chaos, Confusion, and Conflict to reign in the MSPs Service Delivery Operations. 

• Preventing you from going to sell something and from growing the business. 

Process (Habit) changes – and the PSA Configuration changes needed to support the process (Habit) changes: 

It takes less than 36 hours to reconfigure a PSAutomation from a Volkswagen (default settings) to a Formula One race car (Best in Class Configurations).  However, for an MSP to accept, Techs to embrace, and Habits to change around the three key mindset changes that are needed in order for an MSP to be efficient takes 8-12 weeks.  The three key mindset changes are: 

1. The need to Categorize all Client Requests into at least 11 different Service Delivery workflows. 

2. The need to Prioritize Client Requests on a multidimensional level, not just Critical to Low. 

3. The need to Organize your Client Request views around “what do I need to work on next” and “all that I am responsible for” – not just a worklist sorted from Critical to Low, or FIFO. 

Once the need for these three mindset changes is in place, then we can look at the processes needed to support the mindset changes.  This is easier said than done, and it takes at least 85 Content Discussions to implement the standardized, repeatable, documented processes.  If the Service Delivery Team were introduced to one Content Discussion per day, it would take 17 weeks just to present the SOPs. 

As the SOPs are being introduced, there are 39 required and 10 optional PSAutomation configurations needed to support the process changes to support the mindset changes.  In other words, to take the PSAutomation from a Volkswagen to that F1 racing chassis. 

Luckily, these can all be rolled out simultaneously and in support of each other. 

The Timeframe for Improvement 

So, there you go, based on our experience, it takes: 

1. 17 weeks to improve the Operational Efficiency 

2. 9 -13 weeks to Streamline Labor Invoicing 

3. 6-8 weeks to build a better Client Experience 

And you expect all that for free? Or 2 easy payments of $19.99 with free shipping? Get real.  Can I also sign up for your Platinum MSP plan for $38 a seat, please? 

The Cost of Not Investing: 

Meanwhile, if industry data is correct, Techs are less than 50% efficient.  The best in class are running 80-85% efficient.  This presents a great competitive advantage, as it allows for the ability to pay more for a Tech and need to hire fewer Techs.   

As a matter of fact, improving the Service Delivery operation is cheaper than the recruiting costs of hiring another Tech, and the benefits to profitability are directly inverse to each other – meaning improving the Service Delivery Operation reduces costs and increases profitability every year after that, while hiring another Tech increases cost and reduces profitability every year after that. 

How much does not improving the Service Delivery operational cost?  Glad you asked.  A 10% improvement increases Billable Hours by 4 hours per week.  If the Standard Role Rate is 150 USD, then the cost of not improving 10% is 600 USD per Week per Tech. For a 6-Tech shop, that would mean 3,600 USD per week, 52 weeks per year => 187,200 USD per year.  Trust me, the cost of partnering with Advanced Global is less than 1/10 of the cost. 

Summary: 

So no, I am not going to fix your MSP for free. And yes, this may seem like an infomercial to you, but so is every presenter that walks on the stage at DattoCon or ChannelCon and you buy from them. There is no obligation and we stand by our money-back guarantee. You owe it to your Family, your Team, AND your Clients to use every tool in the toolbox to improve their lives and businesses. 

An MSP cannot, “set it and forget it.” 

To find out where you stand as far as Operational Efficiency is concerned, please email us at Info@AGMSPCoaching.com and ask for FREE information and a Sample of our FREE NO-Obligation Operational Efficiency Evaluation. 

Steve and Co.