managing end user expectations -- the a la carte strategy

© 2015 N-able by SolarWinds. All rights reserved.© 2015 N-able by SolarWinds. All rights reserved.

Managing End User ExpectationsThe A La Carte Strategy

© 2015 N-able by SolarWinds. All rights reserved.

Presented By

© 2015 N-able Technologies, Inc. All rights reserved.

Ali MahmoudProduct Marketing

@alimahmoud_

David WeeksChannel Sales Manager


Agenda

• Thoughts on the managed services market

• The battle for the desktop

• Staying relevant through automation


Thoughts on the managed services market


MSP Anatomy• MSPs Service approximately 200 Customers a year

- 20 Desktops- 2 Servers- 2 Network devices- 30 Mobile Devices

X 200

- 4,000 Desktops- 400 Servers- 400 Network devices

- 6000 Mobile Devices


SMB Market Reality

• 25% of SMB’s are candidates for advanced service models associated with verticals ‒ Professional Services, Medical , Financial, Manufacturing, Energy

• 75% of SMB’s do not want or have the need for managed services instead they want to buy products and services on a monthly basis such as: ‒ Anti-virus, Patch, Compliancy Assessments, Backup, Migrations, Hours, Projects

75%

25%


Market Reality• Most MSPs service less than 10% of the

desktops in their customer base

• Servers and Network Devices have always carried the value – Easier to manage

– Consistency

– More complex to the end user

– Better ROI to MSP


Old Model


New Reality


The battle for the desktop


Emergence of the Cloud

• The Value will shift

• Servers and Network Devices will move offsite

• End users will be unaware of core infrastructure

• More stability and scalability for the MSP

• Microsoft, Google etc. are your competition now

• New Revenue streams emerge


The Result

• End User Experience

• Increase in device Management

• Reporting is more critical to the customer


Threats of Cloud

• Microsoft and Google are working towards “one stop shop”

• End customers are becoming more educated • MSP’s are at risk of losing control of their

customers IT Management • Result = more insight and control of the

environment with additional value – MSP’s need to cover the full chasm from onsite mgmt. to offsite mgmt. and cloud services


Sys Tray Icon

• Represent the MSP’s brand at each desktop under management through customizable:– Icon Image and displayed text– Embedded Web and Mail links

• Grant users access to the technical support teams through Connect2Help:– Users can create support tickets with PSA and

describe in detail their technical issues– Users can request a shared desktop support session

though N-central’s Remote Control Attended option


How to Win the Desktop

• Economies of scale; previously typically very expensive to manage

• A la carte is the lead in

• Bundle services to drive more value

• Show the productivity impact of downtime per employee

• Drive ROI based on HR costs not on device/software costs


Productize your offerings


Clarify your offerings

• General A La Carte

• Core Security

• Core Desktop

• Service Desk Management

“A confused buyer, does not buy”


General A La CarteESSENTIAL A LA CARTE

Billable Services - $100-$150/hour• End-user support (Helpdesk)• Onsite & Remote Support• Moves, adds, changes• Project Planning• Upgrades & Hardware• After hours Support

Essential IT Support – Free• Light Monitoring• Asset/Software/Hardware Reporting• Branded Sys-tray Icon• Remote Control

Managed Anti-Virus - $3/device• Integrated AV deployment• AV Monitoring• AV Updates• Threat/Status Reporting

Managed Patch - $3/device• Windows Patch Management• 3rd Party Patch Management• Patch Reporting

Managed Backup - $100-$150/server• Integrated Backup Deployment• Backup Management & Monitoring• Capacity/Status Reporting

Hosted Backup - $40 + $TBD/GB• Offsite storage to a secure datacenter

Managed Mobile - $5/device• Mobile management, support & reporting

Managed Compliance - $4/IP• Monthly Vulnerability/Compliance

reporting

$50 - $250/month

Billable Services - $100-$150/hour• End-user support (Helpdesk)• Onsite & Remote Support• Moves, adds, changes• Project Planning• Upgrades & Hardware• After hours Support



Managed Server - $25.00/server• Server setup and configuration• Monthly automated maintenance• Monthly Reporting

Managed Backup - $100-$150/server• Integrated Backup Deployment• Backup Management & Monitoring• Capacity/Status Reporting

Cloud Applications• Office365 - $14.00/user/month• Hosted Exchange - $7.00/user/month• Web hosting • SaaS

Managed Mobile - $5/device• Mobile management, support &

reporting

$60 - $250/month

A LA CARTE CLOUD


Core DesktopCore Security Service Desk Management




OPTIONALManaged Workstation Backup - $6.00/device

• Backup Deployment• Backup Management & Monitoring• Capacity/Status Reporting

Managed Mobile - $5/device• Mobile management, support & reporting


reporting

$6.00-$25.00/Device

Bundled A La Carte Offerings


Managed Anti-Virus - $6/device• Integrated AV deployment• AV Exchange mailbox management• AV Monitoring• AV Updates• Threat/Status Reporting


Managed Workstation Backup-$6.00/device

• Backup Deployment• Backup Management & Monitoring• Capacity/Status Reporting

OPTIONALManaged Mobile - $5/device• Mobile management, support & reporting


reporting

$15.00-$30.00/Device


Managed Service Desk- $15.00• Unlimited Remote Service Desk

support• Trending and Reporting Information• Capacity/Status ReportingOPTIONALManaged Anti-Virus - $3/user• Integrated AV deployment• AV Monitoring• AV Updates• Threat/Status Reporting


Mobile Support - $5/device• Mobile support & reporting

$15.00-$25.00/user


How To Win The Desktop

• All business owners know they require 3-4 items – AV, Malware, Patch and Backup

• Sample package costs to MSP:• AV/Malware Protection - $1.00

• Patch Manager - $1.00

• Backup workstation - $2.75– Total cost = $4.75/month

– Price to Customer - $15.00/month

–Gross Profit = $10.25


Benefits Of Desktop Program

• Increase Monthly Recurring Revenues & Billable Service Work

• Easier to Sell

• Easier to Buy

• Shorter Sales Cycle

• Easier to Implement & Manage

• Faster Analysis, Diagnosis & Remediation

• Added Value

• Strengthens Your Customer Relationships


Value Proposition

“As an established MSP if we can properly manage the end users experience and ensure they have access as required on an ongoing basis we will ensure maximum productivity within your workplace. This productivity will naturally translate into increased revenues and profitability overall as an organization”


Sales and Marketing Support

Pricing Guide MSP PlaybookDigital Binder


Stay on top of the game!

• Understand the Market Shift

• Have Defined Cloud Offerings

• Have Defined Desktop Service Offerings

• Understand the End-Users Needs & Wants

• Remain Competitive with Automation

• Professional Reporting will become the most critical component of your offerings


Thank youDavid Weeks

Channel Sales [email protected]


LEGAL INFORMATION

The N-able Technologies and N-central trademarks are the exclusive property of N-able Technologies, Inc. and its affiliates, are registered with the U.S. Patent and Trademark Office and the Canadian Intellectual Property Office, and may be registered or pending registration in other countries. All other N-able trademarks, service marks, and logos may be common law marks, registered or pending registration in the United States, Canada, or in other countries. All other trademarks mentioned herein are used for identification purposes only and may be or are trademarks or registered trademarks of their respective companies.

© 2013 N-able Technologies, Inc. All rights reserved. © 2015 N-able Technologies, Inc. All rights reserved.

managing end user expectations -- the a la carte strategy

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