autotask- metrics that matter 2014 - len dicostanzo
DESCRIPTION
Join Len DiCostanzo, SVP Community and Business Development at Autotask, as he takes you through the key findings of our Metrics that Matter 2014 survey of 1,300+ IT Service Providers and MSPs. In this interactive session, Len will share ideas and advice about how to incorporate this invaluable peer insight to chart a course to profitability, and will ask the audience to chime in on what is happening in their part of the world. Len discusses in detail: •Where the opportunities for growth are •Top demand drivers •The trends that are changing client priorities •The ways to improve profitability •Business health metrics and the importance of benchmarking Attend this session for a chance to win a 42” Monitor, or stop by our booth for more information.TRANSCRIPT
2014METRICSTHAT MATTERResults from the IT Service Provider Benchmarking Study
Len DiCostanzo
Senior Vice President
Community & Business Development
Autotask
2014 IT Service Provider Benchmarking Study
Decision Tree Labs conducted the
IT Service Provider Benchmarking
Study in February 2014 on behalf of
Autotask Corp.
More than 1,300 ITSPs responded
globally.
Industry Insights
Quality Benchmarks
Gain Knowledge
Work Smarter
Why?
Survey Pool: Global Industry Representation
Managed Services Provider
IT Service Provider
VAR
Ind. Software Vendor
Other
48%
38%
9%
3%
3%
Provider Types
Survey Pool: Global Industry Representation
2014 2013
55%
30%
7%
2%
7%
GROWTH!
BIG HEADLINE IN 2014:
Sales Growth 2014 vs. 2013
Flat
Under 5%
5 – 15%
15 – 25%
25 – 50%
50 – 75%
75 – 100%
100%+
6.1%
4.5%
35.2%21.2%
18.4%
8.4%
1.7%
4.5%
5.3%
6.1%
29.4%
32.6%16.4%
4.5%
2.1%
3.5%
2014 2013
50%
22%
12%
6%
5%
4%
Managed Services
Cloud Services
Other
T&M
Fixed-price project
Incident
High-Growth Contracts
Growth by Client Size 2014 vs. 2013
Top Demand Drivers 2014 vs. 2013
3. Always-on environments
2. Mobile connectivity
Self-provisioning from line of business (bypassing IT)
BYOD / Consumerization of IT
1. Expansion of cloud services
Hosted apps
Expansion of cloud / hosted apps
Added demands on network
Other
39.4%
55.3%
14.8%
37.4%
37.3%
n/a
33.0%
3.9%
2014
30.9%
64.9%
18.1%
46.8%
n/a
n/a
41.0%
1.1%
2013
62.8%
73.4%
What is Driving Growth?
Trends Changing Client Priorities 2014 vs. 2013
Move from CAPEX to OPEX investments
2. Need to support cloud-based apps
Demand for short-term ROI
BYOD / Consumerization of IT
Data management
1. Increase in security
3. Mobile device management
Other
2014 2013
28.0%
52.2%
26.3%
38.4%
42.2%
54.1%46.4%
1.9%
32.1%
63.7%
42.1%
49.5%
n/a
n/a
n/a
4.2%
Top Trends
Efficiency Drivers
Remote monitoring management
(RMM)
OtherManaged print
services
Professional Services Automation
(PSA) Tool
Quoting and procurement
AccountingSecurity
Disaster and recovery
Virtualization services
Email services and protection
CloudBackup and restore
OPPORTUNITIES TO INCREASE
PROFIT MARGIN
Profit-Improvement Opportunity #1Optimize Billable Time!
2014
2013
Said their company’s optimal billable time is 80-90+%
42% 17%
Said their company’s actualbillable time is 80-90+%
Said their company’s optimal billable time is 80-90+%
58% 23%
Said their company’s actualbillable time is 80-90+%
Profit-Improvement Opportunity #2 Reduce Tasks That Don’t Generate Revenue!
Data entry into multiple systems
Inaccurate capture of billable time
Inability to schedule optimally
Maintenance of disparate systems
Maintenance of on-prem hardware
Maintenance of on-prem software
64%
55%
53%
52%
59%
56%
50+
15%
21%
22%
20%
16%
19%
5%
7%
7%
6%
6%
5%
21 - 500 - 20
How many hours lost each month to . . .?
Profit Improvement Opportunity #3Retain Customers!
Customer Retention Rates
3%
2%
5%
14%
66%
0%
4%
6%
18%
55% (drop of 20%)
50%
60%
70%
80%
90+%
20142013
METRICS AND BENCHMARKING:
KEYS TO STAYING COMPETITIVE
6. SLA
performance
4. Profitability by service
3. Profitability by contract
2. Profitability
by customer
1. Customer
satisfaction
5. Billable resource
utilization
7. Opportunity
pipeline
Business Health Metrics 2014
Customer Surveys 2014 vs. 2013
19.7%
16.5%
4.9%
21.1%
10.4%
Customer Surveys 2014
Email – every transaction
Phone call – quarterly
Automated survey – every transaction
Mail piece – yearly
Net promoter score – yearly
Most frequently used option for soliciting client feedback
In 2013,
nearly 27% reported
they were not soliciting
client feedback.
2014 survey knowledge builds on 2013
Revenues up and growing
Multiple opportunities to improve profits
Customer feedback is a must!
Metrics and benchmarking remain key to
maintaining competitiveness
Key Takeaways
Autotask helps Generate Revenue Across 4 Critical Stages to Securing Clients for Life. Gather Data
Along the Way, Analyze Metrics
Consultative Sales and Account Management
Solutions Recurring Managed & Cloud Services &
Support
Trusted Advisor / IT Department
CRMAccountsContactsQuotesPipelineMarketing
Project/engagementContract Manage resourcesPhases, TasksTime and BillingOn time, profitable
Service DeskContracts, profitabilityTickets, AlertsSLA’s/ITILCMDBTime and Billing
Client PortalTaskfireReportingSurveysKnowledgebaseMetrics that Matter
Mission critical data flow
API based Integrations!
Integration Across Business Processes
Turn Information Into Intelligence
Performance Dashboards
• Aggregate data automatically• Display trends visually• Track trends and opportunities• Easily customizable
• 50+ pre-configured charts
<insert Autotask Dashboards Brainshark – slide # 11>
Analyze Financial Performance
Service RequestsEvent Management
Collaborate with Resources, Customers, Contacts
Tie Service Desk Ticket to Contracts: Recurring Services, Block Hours, Retainer, T&M, Incident, Flat Fee billing arrangements
Invoices, Reports, Profitability
RMM, AlertsClient PortalEmailUser Call
Automated Ticket Creation
Automated:AssignmentsNotificationsSLA’sSurveys
Timesheet and Expense Management
Incident, Problem, Change Management
Service Desk Automation
Accounting System Integration
Service Desk Performance
Benchmarks, Continual Service Improvement
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• Apply up to 50% for New Customers
Get more from your Autotask Investment! For Existing Customers– 15% off any Professional Services Engagement– 10% off Standard Dashboards– 25% off Standard and Advanced Dashboards
E-mail [email protected], www.autotask.com for more info on Autotask!Subject: “GFIMAX SPECIAL”
Call sales at 518-720-3500 x1 or your Account Rep!
Q&A
?
2014METRICSTHAT MATTERResults from the IT Service Provider Benchmarking Study
Len DiCostanzo
Senior Vice President
Community & Business Development
Autotask