Managed Services Provider University

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Basic Community Partner Service Dashboard

Videos

How to Use Our Basic Training Dashboards for Maximum Effectiveness

FREE TRAINING - DASH001

Watch this short video to learn how to utilize our training dashboards to make the most of your MSP University membership. Topics covered include a description of each component of the Dashboards including Webcasts, forms, tools, calculators, collateral, Peer Groups and Boot Camps and how to access them via Icon and traditional navigation.

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Service Delivery Best Practices

FREE TRAINING - VSDPT301

This session focuses on methods to deliver the best service delivery experience for your clients, end-users, and your technical staff. Effective, efficient service delivery processes and procedures will increase client satisfaction and build continued loyalty among your clients. Topics include incident management, communication and customer service tips to identify needs while keeping clients at ease and cooperative, setting the proper expectations, what NOT to say, what to do when things go wrong, and when to escalate to the Service Manager.

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Incident Management Best Practices

FREE TRAINING - VSDPT302

As an MSP, your single biggest asset in winning the customer service battle and increased service and solution sales is also your greatest threat - your Service Desk. Establishing and enforcing consistent ITIL-based incident management procedures among every single one of your service desk and technical teams will yield positive improvement in the following areas; increased efficiencies resulting in improved profits, consistent customer experiences resulting in increased sales opportunities, reduction of risk resulting in less re-work and increased client satisfaction and Solid change management resulting in reduced errors.

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Determining Your True Costs of Service Delivery

FREE TRAINING - VSDPT303

What does it cost you to deliver an hour of T&M or Professional Services to your clients? How about Managed Services? Do you know how to calculate the full burden of each of your billable technicians, along with your facilities burden? This session reveals how to determine your true service delivery costs – even for Managed Services. Knowing how to calculate these costs will help you determine whether or not your bill rate or Managed Services agreements are really netting you the margins you desire. Discover the secret that Best in Class MSPs already know that helps them achieve 60% margins.

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