Effective Service Delivery: Streamlining Your

Workflows

Squish the cyber-slacking-staffers, crush the costly clients, and establish your path to measurable success.

THOMAS CLANCY, JRAUTOTASK CCP

Who is @ClancyJr?• Autotask CCP• Founder: – Valiant Technology– 4th Bin– Valiant Cloud

Objectives

• Know the right Questions to ask• Know how to find the Answers• Create Strategies for improvement

• WORKBOOK LINK: www.whatever.com

Kaizen• Plan• Do• Check• Adjust

Staff: TIME• Utilization Rate– 75% minimum (122 per month, 1460

per year)– 80% goal (130 per month, 1560 per

year)– 90% bonus! (146 per month, 1750 per

year)

• % of Tracked : Missing • % of Client : Internal

(ideal 36hrs/90%)(ideal 32hrs/90%)

Staff: COST• Basic Burden– Hourly rate ($10k annum = $5 hourly)–+25% Taxes/Bennies

• Fully Loaded Burden– All fixed expenses (all salaries, rent,

auto, electric, insurance)– Divide across TECHS & Offset by Util.

Rate

Staff: REVENUE• Fiscal Goal for 2014? 2015?• Is That Possible? Realistic?– Current MRR * 12 = ?–MRR Increase rate?–MRR Annualized Increase?– Pro Services as % of MRR?– Hardware Sales as % of MRR?

Staff Autotask Strategies (1)

• Knowledgebase: Rewards for new articles.

• Workflow Rules:– If idle for 12 hours alert dispatcher & acct mgr.– If idle with status “Waiting Customer” for 24,

alert client, 48 hours, close ticket!– If Complete, send note WITH SURVEY!– General: If status = “whatever”, relocate

queue, alert, change status, start timer

Staff Autotask Strategies (2)

• Templates (Favorites/Speed Codes):– Enter time, put in notes and TRIGGER

WFR– Use as checklist solution– Track Travel Time/Apply Flat Rates

• Notifications:– New ticket, work done, finished=survey

Staff Autotask Strategies (3)

• Regular Time: be granular• Misc = Alert to boss, then

categorize.• Track Internal dev work for You as

Client

Clients: TIME• # Reactive Tickets– Per endpoint (use RMM results)– Per person (use AT contacts as a guide)

• # Proactive Tickets• # Change Orders

Clients: $$$• MRR Profit= MRR – ((Time x

Burden)1.1)• Ratio of Project Rev : MRR• Keep AISP over $100

Client Autotask Strategies

• Associate Ticket with Contact and Asset

• Post-mortem every Project (twice)• Weekly Live Report of All Tickets

Client Operational Strategies

• QHR with Client–What we’ve done for you lately–What’s next for your business–What is expiring/aging out this quarter– How you stack up to standards–What our plan is for next quarter

General Strategies• FREQUENT REVIEWS!– Daily Download (boss report, mgr.

huddle)–Weekly Workload –Monthly Metrics• Sales, Acct Mgr, Projects, Service Desk, $$$

Remember!!!• Do the Math• Face The Facts• Be dedicated to improvement

-whatever your #’s are, make them better• That’s Kaizen!• Smart Step Program– Hire me @clancyjr– Hire another CCP (bit.ly/1nesaBl)