Profile: Excellence Takes Time
"With little or no configuration, our company is able to set up managed tools quickly so we can spend more time serving our clients."
By Rick Snide
We may have the word "revolution" in our name, but that doesn't mean we're big fans of upheaval. In fact, we got into managed services mostly because we were tired of volatility.
Revolution Group Inc. has been in business for over 15 years now, mostly as a break-fix provider. But the break-fix model's lack of predictability eventually got to be a real headache.
In slow months we were overstaffed and in busy months we were understaffed. Plus, we hated profiting from our clients' misfortunes. The only time we got paid was when something went wrong on their network. We wanted our relationship with customers to be more of a partnership in which we gained and lost together, and we wanted more consistency in our revenues too. Making the jump to fixed-rate pricing helped us accomplish both.
Today, we can set budgets and staffing levels with greater precision. Plus, our interests are much better aligned with those of our customers, since we lose money rather than make it when one of their systems goes down.
Perseverance and Patience
Needless to say, though, transitioning to managed services wasn't quick or easy. In fact, perseverance was sort of the theme of our first few years as an MSP.
Most of our customers had no desire to change the way they worked with us initially, and some weren't eager to pay us even when nothing went wrong. In the end, we helped most of them recognize how much money we were saving them by minimizing downtime. But that education process took time and patience.
Same goes for getting our employees on board with our new way of doing things. Most of our technicians were used to being rewarded based on how many hours they put in. Now we were asking them to focus on customer satisfaction instead. We ultimately succeeded, but not without months of diligent effort.