Increase Revenues and Customer Satisfaction Build a Well-Defined Onboarding Process 09/23/2013

Managed Services Investment Understand the space, model, and best practices Realize the needs of a service provider Partner with industry experts Build tools: Finance solutions Success profiles for managed services Outsourced support services Training and educational programs ??? As this industry has evolved and grown, we have continued to dedicate time to understand the challenges you face so we can be a source of knowledge. We are committed to understanding the managed services space, model, industry resources, and best practices so we can help you as you move down this path. We have partnered with industry experts like Paul Dippell who have lived the model and can provide a unique perspective and information to assist us in building tools to help you be even more successful in this space. Some tools we have already developed for our partners include: Finance solutions: life-cycle finance Outsourced support services: Collabrance Training programs: Navigator, participation in events like this **what will be next? (we need your input)

The Service Delivery Process Sell Prospect Qualify Discover Propose Close Onboard Collect Data Stabilize Implement Activate Manage NOC Services Service Desk Business Reviews Upgrades

SMB Environment & Needs *Connectwise

Reliability Predictability Accountability *Connectwise

Purpose of Onboarding Process Make the most of critical tech time Speed up the process Make a good first impression Resources, Roadmap, and Roles defined

Onboarding Process Collect Data Stabilize Implement Activate Network map LOB application info Infrastructure support info User and device lists Stabilize Order new hardware and software Bring environment up to standards Fix recurring issues Outline service implementation Implement Deploy new hardware Install tools on all machines Install/configure new services Test quality and train (if needed) Activate Put all info into system Set up billing Announce to the team Service kickoff at customer site

Onboarding Process

Benefits of a Process RELIABILITY & PREDICTABILITY: Profit Differentiate yourself Identify gaps between ideal and existing Convert IT operations, infrastructure, and user behavior from reactive to proactive Standardize Pinpoint resources & realize efficiencies

Benefits of a Process ACCOUNTABILITY: Customer satisfaction Establish expectations Set the tone of the relationship Open lines of communication Educate the customer Prioritize areas of need

The Managed Services Process Stabilize (Day 1 – 30) Activate (Day 30+) Set expectations Fix recurring issues Establish hardware refreshment model Install management tools Monitor health of network Proactively remediate issues Manage all aspects of security Ensure data is protected Provide ongoing user support Optimize (Day 90+) Standardize (Day 30+) Begin quarterly review process Establish budget Prioritize work Outline future goals/needs Establish and document goals Define implementation process for standardization of platforms in 6 operational areas

Activation Process Roll out Check in early and often (Day 3, 14, 30) C:\Users\ldick\Desktop\Welcome Sheet.docx Check in early and often (Day 3, 14, 30) Set review dates Define goals and reiterate expectations (stabilize & optimize) Financial, service, and relationship benefits

Key Takeaways Choose the right customer Drive the solution and process build Roll out services to everyone Set goals and expectations Avoid exceptions Communicate with sales force, set up a team meeting to evaluate, don’t waste tech resources on discoveries that are unqualified, don’t choose short-term customers (you’ll never get full revenue benefit and your profit will erode over time) Standardization is key to being successful in this business. To ensure profitability and customer satisfaction, some of our partners go in and right-size upfront so they don’t have to worry about it on the back end. They are wrapping the equipment investment into a services contract with a financing solution, and Jennie just happens to be spending these next couple of days with us so you can get with her for more information on that!

Questions?