MSP Evolution: Advancing Through the Operational Maturity Level
Operational Transformation Pillar #1: Categorizing Client Requests
“All we are doing is looking at the timeline, from the moment the customer gives us an order to the point when we collect the cash. And we are reducing the timeline by reducing the non-value adding wastes.”
- Taiichi Ohno, Father of the Toyota Production System
WARNING: If you are an MSP Owner or OPS Manager who is content to sit on your butt and just “play MSP,” close this browser window now. Only proceed if you want to grow your MSP, make more money, enjoy a vacation, and finally break free from Chaos.
Those of you still with me – the ones serious about being a respected community professional and profitably taking care of raving fan Clients – welcome.
I'm Stephen, and my team and I specialize in helping Clients get off their butts, grow their MSPs, and become Autotask Gladiators.
Last week, I introduced Taiichi Ohno, who helped influence Sales Process Engineering and inspired Lean Manufacturing. I briefly mentioned the Seven Wastes, which according to Wikipedia, are:
1. Delay - Waiting or time spent in a queue with no value being added
2. Producing more than needed
3. Overprocessing - Undertaking non-value-added activity
4. Transportation
5. Unnecessary movement or motion
6. Inventory
7. Defects in the Product
Hmmm.... Sounds a lot like an MSP, doesn’t it?
Nothing like waiting on Clients or having Clients wait in queue for your Techs to solve their pain. Nothing like having too many Techs, too many licenses, too much inventory, and too many costs. And don’t forget Techs driving all over the place going to Client sites, while wasting time working inefficiently because they don’t know what to work on, can’t schedule themselves out of a paper bag, and your documentation is junk.
There is nothing like getting yelled at because your team awesomely solved two new low priority requests from your largest Client, while their co-workers couldn’t work because you ignored the older high priority or critical tickets.
The above is one my favorite stories to illustrate that not all Client Requests are EQUAL and treating them as such (but dumping them in a Queue and telling the Techs to FIGURE IT OUT) is just plain WRONG - not to mention inefficient, chaotic, and delivers a very poor Client Experience.
(tldr: Techs self-assigning tickets is stupid!)
Categorizing client requests is essential for Managed Service Providers aiming to enhance operational efficiency. By grouping clients into specific workflows, MSPs can document and refine each workflow using Standard Operating Procedures (SOPs). This method tackles inconsistencies in handling client requests, ensuring each one is processed uniformly.
Moreover, categorizing enables MSPs to allocate appropriate staff for each workflow, ensuring that all client requests are addressed and completed within the expected timeframe, thereby boosting client satisfaction. It also creates a clear schedule in calendars, accommodating different types of client requests that may not fit into standard worklists.
The direct benefits of Categorizing Client Requests:
Ensures uniform processing
Facilitates appropriate staffing allocation
Improves client satisfaction
Creates the basis of clear, concise, and manageable worklists and calendars
Uniform Processing
An MSP ensures uniform processing of client requests by using SOPs. Just like, “Ripping and Replacing drives Operational Efficiency, because the Techs are always engaging on the preferred Supported Technology Stack.” (Paul Dipple of Service Leadership), having documented repetitive SOPs drives Operational Efficiency! (If you don’t believe me, argue that with an IT Glue rep at their booth)
(tldr: standardize your stack AND your processes!)
A consistent approach to service delivery is key for MSPs. By establishing and documenting SOPs for each workflow, MSPs guarantee that client requests are handled uniformly, addressing any inconsistencies that might arise. SOPs create a streamlined process that enhances efficiency and reliability, as each team member follows the same set of guidelines.
This uniformity not only improves the quality of service but also builds trust with clients, who can expect a predictable and dependable response every time they engage with the service provider. Additionally, well-documented SOPs serve as a valuable training resource for new staff, reducing the learning curve and ensuring that they quickly become effective members of the team. This systematic documentation and adherence to SOPs ultimately lead to a more organized and professional operation, reflecting positively on the MSP's reputation and client satisfaction. Implementing SOPs is a fundamental step towards achieving operational excellence and consistency in client service delivery.
(tldr: Standardized documentation means it’s done the right way, every time, by every Tech.)
Appropriate staffing allocation
By categorizing client requests, MSPs can efficiently allocate the right people to each workflow, thereby ensuring timely engagement and completion. This structured approach not only boosts client satisfaction by meeting and exceeding their expectations but also creates a clear and manageable schedule in calendars, accommodating various types of client requests that may not fit into standard worklists.
(tldr: You meet SLA without working overtime or skipping lunch.)
Client satisfaction
The categorization of client requests allows MSPs to create a clear and efficient schedule that accommodates different types of client needs. By systematically organizing and allocating tasks according to documented SOPs, MSPs ensure that each request is addressed in a timely and orderly manner. This approach not only helps in meeting client expectations but also allows for better forecasting and planning of resources. The structured scheduling method enhances operational efficiency and minimizes delays, ensuring that client requests are processed and completed on time. By maintaining well-organized worklists and calendars, MSPs can handle varying workloads effectively, managing both urgent and routine requests with equal proficiency. This level of organization reflects positively on the MSP’s ability to deliver consistent and reliable services, thereby boosting client satisfaction and trust.
(tldr: Raving fan Clients!)
Clear, concise, and manageable worklists and calendars
By categorizing client requests, MSPs can effectively organize the Techs’ worklists and calendars, ensuring that different types of client needs are accommodated in a clear and manageable way. This methodical approach allows for better forecasting and planning of resources, as tasks are systematically allocated according to documented SOPs. As a result, each client request is addressed in a timely and orderly manner, minimizing delays and enhancing operational efficiency. This structured review and assign method also allows MSPs to handle varying workloads with proficiency, managing both urgent and routine requests seamlessly. The ability to maintain a well-organized worklist or calendar reflects positively on the MSP’s capacity to deliver consistent and reliable services. Additionally, it ensures that team members are aware of their responsibilities and the next actionable items, leading to improved transparency and accountability within the team. Overall, this approach contributes to achieving operational excellence and consistency in service delivery, cementing the MSP’s reputation for professionalism and dependability.
(tldr: The right Tech works the right ticket at the right time, and y'all look GOOD!)
SOP
After years of trial-and-error testing of both the Ticket Type and Ticket Category, it dawned on me after talking with the people doing the work that the Priority Field is the best place to call out what Workflow Category the Client Request is in.
That is because it allows for immediate visibility and structured automation within the IT service management system.
Here’s why:
Clear Workflow Identification – The Priority field can be configured to reflect the urgency and type of request (e.g., Incident, Service Request, Quick Hit, Scheduled Work, Project). This helps IT staff instantly recognize and categorize tickets without additional lookups.
Efficient Triage & Routing – Using Priority, tickets can be automatically assigned to the appropriate queue, or technician, reducing delays in handling client requests.
Consistent SLA Management – Different workflows often have distinct Service Level Agreements (SLAs). By setting Priority based on workflow, the system can enforce appropriate SLA timers and expectations, ensuring compliance.
Automation & Reporting – Priority-based automation can trigger Workflow Rules to ensure tickets move through the Client Journey from the Cradle to the Grave efficiently.
Reduced Clutter in Other Fields – Without leveraging Priority for workflows, teams may resort to custom fields or inconsistent naming conventions, leading to confusion and inefficiencies.
Reporting based on SOP – The most important reason is that it simplifies reporting and analyzing trends in specific workflows, leading to Operational Optimization both on the individual workflow, but also on Team overall performance.
(tldr: Autotask doesn’t really use the Priority field well, so let’s steal it and make it a hero!)
I know we’ve gone through a lot so far. Stay with me just a little bit longer.
If your brain isn’t feeling like it’s been squeezed through s straw, your next question is normally, “What Workflows via Priority Field are needed to Categorize All Client Requests?” Well, it depends on your Operational Maturity.
For Small Shops (0-3 Techs without a Service Coordinator)
Eight will do the trick.
For Medium size shops (4-10 Techs with Service Coordination)
Eleven will meet the MSPs’ needs.
As you can see, as your team grows, the list of Workflows via Priority field grows. The MSP that I worked for had 15 workflows without one for Sales, Accounting or Procurement.
But one size does not fit all. Your processes and culture will also dictate your Workflows. A 4-person shop may use the Workflows because it works for them, and they want to be able to teach the system to each new hire as they grow.
Bottom line, though, by using the Priority field effectively, MSPs can streamline operations, improve response times, and enhance client satisfaction.
Summary
By categorizing client requests and organizing workflows according to SOPs, MSPs can achieve an efficient schedule, ensuring timely responses to various client needs.
This systematic approach enhances operational efficiency, minimizes delays, and allows MSPs to manage both urgent and routine requests effectively. It boosts client satisfaction and trust, improves transparency and accountability among team members, and enables effective resource allocation.
Ultimately, this methodical approach fosters operational excellence, shared responsibility, and strengthens the MSP's reputation for professionalism and dependability. Categorizing is thus the first of the Four Pillars of Operational Transformation.
TLDR: Efficient is profitable; waste is flushing $$$ down the toilet. I can explain all this to you in a call. It all starts with a little email to info@agmspcoaching.com.
Steve & Company
PS – We care about you. If you are stressed out, feeling anxious, scared, worried about your marriage, and think the light at the end of the tunnel is an oncoming train, then you need help. NOW! Your body is warning you! Read my blog article on MSP mental health here and check out the Dr. John Deloney Show on YouTube.