MSP Evolution: Triaging the Secret Weapon for Profitable MSPs
Remediate, mitigate, or minimize 60-70% of Your Operational Problems simply by triaging Client Requests!
“Something is wrong if workers do not look around each day, find things that are tedious or boring, and then rewrite the procedures. Even last month’s manual should be out of date.”
- 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.
Stephen here. Welcome back to another discussion on how YOU (yes, I mean YOU- whether you are a Tech, an Owner, or the Service Manager) can improve YOUR MSP. My team and I specialize in helping Clients get off their butts, grow their MSPs, and become Autotask Gladiators.
I mention that anyone in the MSP can help improve things and turn Chaos to Zen because it’s true! You’re probably sick of Taiichi Ohno (the Father of the Toyota Production System) by now, but every word of that quote is true. If everyone in the MSP isn’t looking around trying to find ways to Manage (you are a MANAGED Services Provider, right?) their work better, then how will things ever improve?
As MSPs strive to deliver exceptional service to their clients, one of the significant challenges they encounter is efficiently triaging client requests. The triage sets the plate for the Techs engagement/disengagement with all the information they need to complete the request in a timely and efficient manner.
Categorizing all clients into groups of workflows and optimizing each workflow by documenting a repetitive Standard Operating Procedure is foundational. However, it becomes complex when allocating staffing to ensure all future client requests can be engaged within client expectations. The scheduling must account for requests that do not fit into predefined worklists, adding another layer of complexity.
Thus, triaging client requests for MSPs is a multifaceted problem requiring careful planning and effective resource management to ensure optimal operational efficiency.
The process includes 6 steps:
Implementing Standard Operation Procedures
Using Triage Standard Operating Procedures
Scrubbing the Client Request Information
Requesting More Information
Categorizing Client Requests into Appropriate Workflows
Reviewing and Assigning Client Requests
Standard Operating Procedures
In the realm of Managed Service Providers (MSPs), documenting Standard Operating Procedures (SOPs) is crucial for optimizing workflows and maintaining consistency. SOPs serve as detailed guides outlining step-by-step processes for handling various client requests.
By establishing clear guidelines, MSPs can streamline operations and reduce the likelihood of errors or misunderstandings. Consistent documentation ensures all team members are on the same page, fostering a uniform approach to service delivery.
The importance of SOPs extends beyond day-to-day operations. They are essential for training new staff, providing them with a solid foundation and clear expectations. Well-documented procedures enhance accountability and transparency within the organization, ensuring Clients can then have confidence that their requests will be handled professionally and efficiently, adhering to the highest standards.
SOPs facilitate continuous improvement by identifying inefficiencies and areas for enhancement. As Taiichi Ohno said above, regular reviews and updates to the procedures ensure that the workflows remain relevant and effective in an ever-evolving industry.
In essence, SOPs are the backbone of a well-organized MSP, enabling them to deliver exceptional service consistently and reliably.
Using the Documented Triage SOP
When it comes to triaging client requests, MSPs must adopt a systematic and consistent (hence the need for an SOP) approach to achieve optimal results.
The Triage SOP starts with scrubbing client requests (tickets) to ensure a clean, accurate ticket. This lays the foundation for subsequent categorization and assignment of requests.
Next, MSPs must request additional information, if necessary, to fill in gaps and fully understand the client's needs. This proactive step ensures the team has all the information needed to properly and efficiently complete the request.
Categorizing client requests into appropriate workflows is next. By organizing tickets based on their nature and urgency, MSPs can streamline the process and reduce response times.
Reviewing and assigning client requests is the final step in the triaging SOP. By matching tickets with the most suitable technicians, MSPs can ensure that each request is addressed promptly and effectively.
So, what are those Service Coordinator SOPs:
How to Triage a New Customer Request
To ensure this SOP is being followed and your Service Coordinator is doing a good job (or is even the right person in the right seat on the right bus):
Service Coordinator Evaluation
Scrubbing the Client Request (Ticket) Information
Scrubbing the ticket involves reviewing the information provided in each ticket to ensure accuracy and completeness, validating the client's contact details, understanding the nature of the request, and ensuring the description is “clean”.
A ticket description will often have many lines of unneeded information (greetings, thanks, “how’s the weather?) “Cleaning” up the ticket description involves ensuring that only the information relevant to the request is included. As Joe Friday would say, “Just the facts, ma’am.”
Effective scrubbing not only sets the stage for smooth categorization and assignment but also facilitates better communication with clients. Additionally, it allows technicians to prepare adequately, ensuring they have the necessary tools and information to address the request efficiently.
Requesting More Information
Requesting additional information is another key aspect of the triaging process. When initial client requests come in, they can often be vague or incomplete, lacking important details that are crucial for a swift resolution. By proactively reaching out to clients for more information, MSPs can fill in these gaps and gain a comprehensive understanding of the issue at hand.
Moreover, requesting more information early in the process helps in accurately categorizing and prioritizing the requests. It allows MSPs to determine the urgency and allocate resources efficiently. By having a complete picture, technicians can prepare better, ensuring they have the necessary tools and information to address the client’s needs.
Categorizing Client Requests into Appropriate Workflows
Effective categorization ensures that each request is directed to the correct workflow, enabling systematic processing and timely resolution. By identifying the specific requirements and potential impact on the client's operations, tasks and resources can be allocated accordingly.
Categorizing requests involves evaluating the initial information, cross-referencing existing data, and determining the appropriate workflow based on predefined criteria. This process helps in segregating routine issues from high-priority challenges, ensuring that urgent matters receive immediate attention while less critical tasks are handled systematically.
Furthermore, categorization aids in streamlining communication within the MSP team. Clear guidelines and workflows ensure that all team members understand their roles and responsibilities, facilitating seamless collaboration and consistency in service delivery. Regular reviews and updates to categorization criteria are essential to adapt to evolving client needs and industry standards.
Reviewing and Assigning Client Requests (Tickets)
Once the requests are reviewed, scrubbed, updated with any requested information, and assigned a workflow, they are assigned to the appropriate resource depending on several factors including availability and skillset. MSPs with more than 4 Techs will benefit greatly from a skills matrix listing the skills levels of each Tech for various types of requests.
The categorization process also aids in resource allocation, allowing MSPs to deploy their teams and tools efficiently.
Summary
As Managed Service Providers (MSPs) strive to deliver exceptional service, they encounter significant challenges in efficiently triaging client requests.
Efficient triaging involves scrubbing client requests for accurate information, requesting additional details if necessary, and categorizing tickets into appropriate workflows.
By streamlining the triaging process, MSPs can enhance their operational efficiency, reduce response times, and improve client satisfaction. This ensures that each request is addressed promptly and effectively, maintaining the high standards of service delivery that clients expect.
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For a Free Strategy Call on how best to leverage the Triage process to Resolve Operational Problems, please schedule the Call with Steve here.
Steve & Co
At Advanced Global MSP Consulting, we are committed to helping you grow your MSP business by improving your service delivery experience and eliminating Chaos. We understand the unique challenges you face in the MSP industry, including the mental health struggles that can come with the territory. We see you. And we’re here for you.
Resources:
“Building a Non-Anxious Life,” by Dr. John Deloney.
Unshackled e-book: https://www.agmspcoaching.com/unshackled Apply the 6 keys to MSP Service Delivery Optimization)
Richard Tubb: “Mental Health Resources for MSP Business Owners”
Our most recent blog post on MSP Mental Health
Our YouTube channel
Service Delivery Gladiator’s Community: Home - The Service Delivery Gladiators (agmspcoaching.com)
The Compound Effect: Learn to manage your life instead of it managing you.