Uncle Marv's IT Business Podcast

Brook explains that the Director of Channel Development position at ScalePad was an opportunity she couldn't turn down, given the company's leadership, platform, and team. She is excited to work under Eric Torres, VP of Channel, and Luis, Chief Experience Officer, and learn from their expertise in the industry. Her role involves being Torres' right hand, assisting with reporting, analytics, community, and RevOps projects. Brook highlights ScalePad's diverse product offerings, including Lifecycle Insights, Lifecycle Manager, Cognition, Control Map, Backup Radar, and the recently acquired Quoter quoting software. She sees this as a chance to help MSPs of all sizes and maturity levels with a comprehensive suite of solutions. Brook also appreciates ScalePad's inclusive culture, with women in prominent leadership roles. ScalePad is a leading software platform that helps businesses streamline and automate their financial processes. With ScalePad, companies can easily manage accounts payable, accounts receivable, expense reporting, and other financial workflows. The cloud-based solution provides robust features like intelligent data capture, approval routing, real-time reporting, and seamless integration with popular accounting software. By leveraging ScalePad, organizations can significantly reduce manual effort, improve accuracy, enhance visibility into financial data, and ultimately drive operational efficiency across their finance teams. As a trusted partner to businesses of all sizes, ScalePad empowers companies to scale their financial operations with confidence. Key Takeaways: Links from the show: https://www.scalepad.com/ === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Uncle Marv and Bradley Gross begin by discussing a recent lawsuit where an MSP was sued by a law firm client for $1 million due to a breach. They note that while the initial news generated a lot of attention, the case has since gone quiet, with no further updates on the court proceedings. Gross suggests that this is likely due to the parties engaging in behind-the-scenes negotiations, as the lack of a formal response from the defendants is unusual. The conversation then shifts to the importance of having well-crafted legal agreements, particularly when it comes to cybersecurity services. Gross emphasizes that oral agreements are simply not worth the risk, as they create ambiguity and make it difficult to determine the true scope of the arrangement. He advises MSPs to stop relying on verbal agreements and instead ensure that all responsibilities and expectations are clearly documented. Marv then shares his own personal experience with a former client who had returned to his services, but without a formal agreement in place. This led to a situation where the client suffered a ransomware attack, and Marv found himself in a difficult position without a clear contractual framework. The lesson learned is that MSPs must be proactive in getting agreements signed before engaging in any work, even with existing clients. Key Takeaways: Link from the show: It's Florida Man Showtime: https://tinyurl.com/46ts8usc https://tinyurl.com/427nz3arIT Business Podcast: Fiduciary Duty with Brad: https://www.itbusinesspodcast.com/390 Coming Soon: https://mspterms.com/ The Technology Bradcast: https://bradleygross.podbean.com/ === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Taher shares that one of the biggest mistakes MSPs make is trying to skip straight to lead generation without first building a strong inbound marketing foundation. He emphasizes that having a professional, conversion-optimized website, active social media presence, and personal branding are crucial for making a great first impression on potential clients. Taher explains that MSPs often make the mistake of relying too heavily on referrals while neglecting their online presence, which can severely limit their growth potential. He stresses the importance of writing website copy and content that reflects the MSP's unique voice and value proposition, rather than generic marketing language. Taher also recommends using low-threshold lead magnets like live chat and educational eBooks to capture leads, in addition to building an email list through networking and in-person events. While inbound marketing is important, Taher notes that it has its limits, so MSPs should also incorporate outbound tactics like LinkedIn automation and lead magnets to supercharge their lead generation efforts. Key Takeaways: Links from the show: MSP Camp website: https://msp-camp.com/ Podcast: https://podcasts.apple.com/us/podcast/no-fluff-msp-marketing/id1642373577 === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Matt Rodela, Chief Executive Officer of Tech Marketing Engine, joins me today to discuss the common mistakes he sees MSPs making with their marketing and how to address them. The biggest mistake Matt sees is a lack of a coherent marketing plan - MSPs often try to do everything from SEO to social media without thinking about how it fits into their broader business goals. Instead, Matt recommends looking at what your competitors are not doing and focusing on dominating one or two key marketing channels before expanding. Matt also shares how Tech Marketing Engine has grown from a simple website builder into a full-service marketing agency for IT businesses. In addition to websites, they now offer services like WordPress consulting, SEO, content creation, newsletters, and even PPC advertising. The key, says Matt, is providing customized solutions at every level - whether a business has a $20/month budget or thousands to spend, Tech Marketing Engine can create a personalized marketing plan to help them grow. When it comes to content creation, Matt's team writes everything from scratch rather than using syndicated or AI-generated content. This allows them to deeply personalize blog posts and newsletters to each client's specific audience and tone. Matt emphasizes the importance of vetting any AI-generated content to ensure accuracy, as well as adding the extra touches like formatting, images, and links that make content truly valuable. Key Takeaways: Links from the show: Affordable Marketing Solutions: https://www.techmarketingengine.com/ Get a clean and professional website: https://techsitebuilder.com/ === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

We start by discussing Parallels' core product, which still enables running Windows on Mac, but has expanded to support a variety of operating systems and use cases. Chris explains that Parallels is now part of the Alludo group, which also owns other well-known software brands like WinZip, MindManager, and Corel. The conversation then shifts to Parallels' remote application server (RAS) and desktop as a service (DaaS) offerings. RAS allows organizations to deliver virtualized applications and desktops to a wide range of devices, including mobile and web-based clients. It offers integration with various cloud providers and on-premises hypervisors, giving customers flexibility and choice. Meanwhile, DaaS is a cloud-hosted solution designed for simplicity, making it easier for organizations to transition to a hybrid work model without the need for extensive IT expertise. Chris also discusses the security features of Parallels' solutions, including built-in multi-factor authentication options and the ability to integrate with external identity providers. He explains how Parallels' products can be white-labeled and customized for managed service providers, allowing them to offer tailored solutions to their clients. The conversation also covers the technical aspects of Parallels' multi-tenancy capabilities, site and theme management, and the role of the tenant broker for larger deployments. Key Takeaways: Links from the show: Website: https://www.parallels.com/ Parallels on YouTube: https://www.youtube.com/@parallels === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

The show begins with a commercial for the NetAlly EtherScope NXG, a network analyzer that supports Wi-Fi 6 and 6E. Uncle Marv then introduces the episode, mentioning that he has exclusive news to share. However, he quickly realizes that the news he had - Kaseya's announcement of their new Kaseya 365 subscription service - had already been announced the previous day at the Kaseya Connect conference in Las Vegas. Uncle Marv then brings on Michelle Accardi from Liongard, who is attending the Kaseya Connect conference. Michelle shares her thoughts on the Kaseya 365 announcement, noting that it is giving MSPs another option to consider for driving profitability, but that there are also other great vendors offering good value. Michelle also discusses Liongard's recent announcement of their new AI support assistant, Leo, which can help partners with onboarding, support, and reporting. Later in the episode, Uncle Marv shares another "exclusive" news item - Brooke Lee's move from PIA to ScalePad as the Director of Channel Development. However, he again realizes that this news had already been announced. Uncle Marv then goes on to share his experience using the NetAlly EtherScope NXG to troubleshoot a customer's Wi-Fi issues, where he was able to identify that the customer's ring cameras were reporting an incorrect country code, which was causing connectivity problems. Key Takeaways: Links from the show: Man stopped at Miami Airport with snakes in his pants: https://tinyurl.com/4r2sz5yz Florida Man chucks pasta at driver over "glaring headlights": https://tinyurl.com/2kezdc7k Liongard announces AI Companion "Leo": https://tinyurl.com/4d8yxw97 === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Sean Lardo, the program manager for Pitch It, shares that this year's application process saw a record number of submissions, with a diverse group of vendors applying from various business sectors. While there were concerns about an influx of AI-focused applicants, Lardo notes that the program still attracted a healthy mix of solutions, with AI, cybersecurity, and other innovative offerings represented. The Pitch It program is a 16-week accelerator that provides vendors with extensive training and mentorship to help them refine their pitches and navigate the MSP ecosystem. Lardo emphasizes the importance of not just innovation, but practical, useful solutions that can seamlessly integrate with existing MSP technology stacks. The program culminates in a live pitch competition at IT Nation Connect, where the top three finalists compete for cash prizes and the coveted "steak knives" for third place. Lardo also discusses the success of last year's Pitch It finalists, noting that the three winners - Thread, VCIO Toolbox, and NodeWare - have collectively seen a $3 million increase in annual recurring revenue since participating in the program. This underscores the value of the accelerator in helping vendors scale and thrive within the MSP community. Key Takeaways: Links from the show: IT Nation website: https://www.connectwise.com/theitnation === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

The conversation begins with a discussion on the lasting impact of the COVID-19 pandemic on the workforce. According to a survey conducted by Parallels' parent company Alludo, 83% of the workforce is expected to continue working remotely in some capacity. This shift has presented significant challenges for companies that were previously accustomed to a fully in-office model. Many organizations struggled to provide the necessary remote access and security measures to support their employees working from home. Chris Marks explains that the primary challenges companies face relate to skills and time, as they try to re-architect their IT infrastructure and security posture to accommodate the new remote work reality. Traditional solutions like VPNs are no longer sufficient, as they provide broad access once an attacker gains entry. Parallels is helping customers explore alternative solutions, such as secure access web apps and Zero Trust approaches, to minimize risk and restrict the flow of potential threats. The discussion then transitions to the concept of the "hybrid cloud," which Marks clarifies is often misunderstood. Many organizations believe they have a hybrid cloud environment, when in reality, they are simply managing two separate infrastructures - their legacy on-premises systems and new cloud-based projects. Parallels aims to help customers deliver a consistent and seamless experience for end-users, regardless of the underlying infrastructure. Key Takeaways: Links from the show: https://parallels.com/Hybrid Cloud Report | Parallels RAS === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Uncle Marv kicks off the episode by sharing a story about using his NetAlly EtherScope network tester to troubleshoot a client's fiber internet connection issue, highlighting the value of having the right tools to demonstrate technical expertise. He then introduces his guest, Dave Scott, who has over 20 years of experience helping technology businesses with their marketing and growth strategies. Dave and Uncle Marv discuss the common frustration MSPs face when trying to find the "easy button" for marketing, as many get caught up jumping from one program to another without seeing the desired results. They emphasize that while there may be a small percentage of MSPs who find success with certain marketing tactics, the majority struggle to make their marketing efforts effective. Dave suggests that the root of the problem often lies in a lack of consistency and personalization in the content and messaging MSPs use to reach their target audiences. He recommends that MSPs take the time to deeply understand their customers' pain points and challenges, and then create hyper-personalized content that addresses those specific issues. This approach, combined with a well-documented sales funnel process, can help MSPs build a more successful and sustainable marketing strategy. Key Takeaways: Links from the show https://scottgrowthstrategies.com/https://www.jasper.ai/https://seo.ai/https://subjectline.com/https://tinyurl.com/4s9xhdschttps://tinyurl.com/4ka7t4mbhttps://tinyurl.com/yc5mbex2 === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Sean and Dave share the backstory behind writing "The Pumpkin Plan for MSPs." They explain how their personal experiences and mistakes in the industry inspired them to create a book that provides practical, battle-tested advice for managed service providers. The authors emphasize that their goal was not to reinvent the wheel, but to distill the essential lessons from Mike Michalowicz's original "Pumpkin Plan" and adapt them specifically for the MSP community. A key theme of the book is helping MSPs find their "sweet spot" - the unique value proposition that sets them apart from competitors. The authors stress that MSPs should not simply copy others' strategies, but rather uncover what they do best and double down on those strengths. They share how being brutally honest about their own business missteps has allowed them to provide authentic, relatable guidance to their readers. Throughout the discussion, Sean and Dave highlight the importance of always keeping your business "exit-ready," even if you have no immediate plans to sell. They explain how maintaining a company in prime condition for a potential buyer can pay dividends, whether you ultimately decide to transition ownership or continue running the business. The authors draw from their personal experiences to illustrate how being prepared for unexpected opportunities or challenges can make all the difference. Key Takeaways: Links from the show: Get the Pumpkin Plan for Manager Service Providers book: https://amzn.to/3UvZxIt Encore Strategic Business Consulting Firm: https://encorestrategic.io/ Michael Porter's "What is Strategy": https://www.itbusinesspodcast.com/downloads/Michael-Porter-Strategy/ === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Introducing Stack Tracker for MSPs Colin Knox explains that StackTracker goes beyond just mapping an MSP's technology stack. It focuses on the reseller aspect of an MSP's business, providing insights into the usage, costs, and profitability of the solutions they are reselling to clients. By pulling in data directly from vendors, StackTracker can show MSPs their vendor spend, revenue, and profitability across their entire product portfolio. This allows MSPs to identify opportunities for optimization, such as consolidating redundant solutions or upselling underutilized products to clients. Empowering MSPs Through Data Analysis The system also uses AI to analyze the data and provide actionable recommendations to the MSP. This includes identifying anomalies, such as duplicate deployments of the same product, as well as quantifying revenue and profit opportunities across the client base. The AI-driven insights aim to help MSPs make more informed decisions about their technology stack and pricing strategies, ultimately driving greater profitability. Colin emphasizes that the key value proposition of StackTracker is empowering MSPs to grow their businesses smarter and more profitably. Key Takeaways: === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Lori Hardtke is a solo MSP owner who has been in the IT industry for many years, working in various roles such as IT manager at large companies like Mayo Clinic. Over time, Lori realized that she didn't want the responsibility of managing employees and decided to run her business as a solo operation, leveraging subcontractors when needed. In 2018, Lori came across the Profit First book by Michael Michalowicz and was initially hesitant to implement the system. However, in 2019, she decided to give it a try and was able to pay off a $19,000 credit card within four months of implementing Profit First. Lori was so impressed by the impact Profit First had on her business that she decided to become a certified Profit First professional and is now building a Profit First Academy to help other MSPs achieve profitability. Lori emphasizes that the key to success with Profit First is trust in the system and the discipline to follow the recommended percentages for allocating funds to different accounts, such as profit, taxes, and marketing. She also highlights the importance of streamlining expenses and negotiating better deals with vendors, which can have a significant impact on the bottom line. Lori's own business is 100% remote, with her operating from Maui, and she has found success in presenting her business as part of a larger network of resources, rather than just a solo operator. Key Takeaways: Show Links: https://www.bytewize.net/https://www.profitfirst4msps.com/ === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Uncle Marv's recap of the Channel Pro Live event Uncle Marv starts by discussing his recent trip to Channel Pro Live in Orlando, Florida. He shares his overall positive impression of the event, noting that the location, accommodations, and Wi-Fi were all satisfactory. The content and speakers were also well-received, with the keynote by Manuel Palachuk and panels featuring industry experts like Rayanne Buchianico, Eric Long, and Carlos Perez. Uncle Marv emphasizes that the event was not a "pitch fest" and provided valuable conversations for attendees. Next, Uncle Marv shares a "junior story" about a client who has been with him for a long time but has consistently shopped around for cheaper services. When an employee filed a personal claim against one of the client's customers, the client wanted to know what files the employee had accessed, but Uncle Marv's team did not have the capability to track that level of detail. The client had previously declined to pay for additional features like 24/7 support and file monitoring, and Uncle Marv had to remind them that they were getting what they paid for. This led to a tense conversation, but ultimately, Uncle Marv engaged a digital forensic specialist to investigate the issue and will be implementing the additional tracking features the client now wants, at an additional cost. Uncle Marv emphasizes the importance of setting clear expectations and pricing with customers, as discussed on the All Things MSP show. He stresses the need to stand firm on pricing and not cave to customer demands for additional services without proper compensation. This episode serves as a cautionary tale for IT professionals and managed service providers to ensure they are properly managing customer expectations and pricing their services accordingly. Key Takeaways: Links from the Show: https://events.channelpronetwork.com/https://www.islandrouter.com/https://tinyurl.com/4defyzddhttps://tinyurl.com/3yka94xn === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Uncle Marv and Tim Fitzpatrick dive into the challenges many MSPs face when it comes to marketing their businesses. Tim explains that the first step in developing a successful marketing strategy is to understand where the business is currently and where it wants to go. This involves identifying the target market, crafting the right messaging, and ensuring the offerings are aligned with the needs of the ideal clients. Tim cautions against the temptation to jump straight into marketing tactics, such as social media or paid advertising, without first establishing a solid strategic foundation. He emphasizes that "hope is not a marketing strategy" and that MSPs need to take a more focused and targeted approach to their marketing efforts. Tim suggests that MSPs should avoid getting caught up in the latest marketing trends and instead focus on the channels and activities that resonate with their specific target audience, even if that means avoiding certain platforms or tactics. The discussion also touches on the importance of profitability over top-line revenue when evaluating client relationships. Tim agrees with Uncle Marv's experience of needing to "fire the big whales" - clients that generate a significant portion of revenue but are not profitable. This aligns with the strategic approach to marketing, as MSPs should be attracting the right type of clients, not just any clients. Key Takeaways: === Links Rialto Marketing Website: https://www.rialtomarketing.com/ Rialto Marketing Podcast: https://www.rialtomarketing.com/rialto-marketing-podcast/ Revenue Roadblock Scorecard: http://revenueroadblockscorecard.com/ === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Strap in for a strategic deep dive into the world of help desk management, where I reveal how transitioning to a specialized team structure can turn your service from satisfactory to exceptional. We navigate the shift from generalist to niche expert pods, ensuring that your team is not just dealing with the day-to-day but excelling in their specialized fields, from healthcare to banking. It's more than just technical know-how; it's about crafting a client experience that sticks, and I'm spilling the beans on the tools and tactics that can get you there. Brook and Coach start by discussing the different approaches MSPs can take when formalizing their help desk operations. Brook Lee emphasizes that there is no one-size-fits-all solution, and the approach should be tailored to the size, maturity, and client needs of the MSP. Outsourcing the help desk can be a viable option, especially for smaller MSPs where the technicians are often out on-site with clients. However, Coach cautions that outsourcing comes with its own financial considerations and that partnering with another solo technician can also be an effective interim step before building an in-house help desk. Regardless of the approach, they both agree that establishing clear processes, procedures, and standard operating procedures (SOPs) is crucial. This "tribal knowledge" needs to be documented so that new hires or outsourced providers can quickly get up to speed and provide consistent support. As the MSP scales, the panel discusses the benefits of transitioning from a single help desk queue to a more specialized, tiered model where technicians can focus on their areas of expertise. This not only improves efficiency but also allows the MSP to charge higher rates for their specialized support. The discussion then turns to the importance of using metrics and key performance indicators (KPIs) to drive help desk efficiency. Brook and Coach share strategies for setting realistic service level agreements (SLAs) and using automation to escalate tickets that are at risk of missing their SLAs. They also highlight how these metrics can be used to motivate and upskill help desk technicians, rather than just as a punitive measure. Wrapping things up, we talk numbers—but not just any numbers. We're focused on the KPIs and SLAs that will make or break your help desk's reputation for rapid and reliable service. You'll walk away with actionable insights on nurturing both employee satisfaction and customer loyalty, guaranteeing a win-win scenario for your MSP business. Key Takeaways: Links from the show: PIA website: https://pia.ai/ Florida Man Accused of using kids to collect money for fake charity: https://tinyurl.com/yctme4p3 === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Join the revolution of IT as we chat with Jeff Bishop from ConnectWise, who lifts the veil on the future of automation and AI. Our conversation takes off from a tale of a complex client relocation, seguing into Jeff’s exciting reveal of ConnectWise's latest innovations in robotic process automation. Jeff describes how their RPA solution goes beyond just bots, also including more comprehensive workflow automation capabilities that can be triggered by various inputs like web hooks or forms. He emphasizes how these tools are designed to save time and increase efficiency for MSPs. Jeff also introduces ConnectWise's new AI assistant, Sidekick, which is being integrated across their entire product suite. Sidekick leverages machine learning to augment tasks like ticket triage, calendar management, and opportunity analysis. Jeff explains how Sidekick is part of their "hyper automation" strategy, where AI complements human efforts by automating repetitive tasks. Key Takeaways Links from the show Florida Man Stopped from taking teen to furry convention: https://tinyurl.com/4r4n7j76 https://tinyurl.com/bddze8e3Florida Woman Arrested for Playing "21" at Walmart: https://tinyurl.com/23m7bdsx Channel Pro Live in Orlando, April 10-11, 2024: https://orlando.channelpronetwork.com/e/2138610102 Pax8 Beyond Conference in Denver, June 9-11, 2024: https://www.pax8beyond.com/ Techcon Unplugged in Hanover, MD, September 12-14, 2024: https://techconunplugged.com/ === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

The episode begins with Uncle Marv introducing the "star-studded crew" of guests, including Jerry Koutavas, the president of ASCII, Jessie Devine, the VP of Channel Development at ASCII, and Sue Trahant, an MSP owner who has been involved with ASCII for over 20 years. This episode isn't just a walk down memory lane; it's a master class in community building and strategic foresight. Jerry reflects on ASCII's 40-year journey, highlighting the camaraderie and "scar tissue" that the group's members have built up over the years as they've navigated vendor changes, distribution issues, and other industry challenges. Jessie Devine, who joined ASCII during the COVID-19 pandemic, shares her perspective on the organization's evolution, noting that while the group has changed over the past 10 years, its core mission of supporting MSPs has remained constant. She emphasizes the importance of ASCII's role in providing guidance and resources to its members, especially during difficult times. Sue Trahant, whose company Land Computers has been an ASCII member for over 22 years, discusses the value the group has provided, from the initial boot camps and vendor connections to the ongoing support and camaraderie. Sue offers a seasoned perspective, highlighting how ASCII has helped shape the direction of her business and the industry as a whole. Hear about the immense benefits and thought leadership ASCII brings to the MSP community, from peer accountability groups like ASCII Spark to our steadfast commitment to vendor neutrality. We also delve into the crucial role of MSPs in an era of rapid technological advancement, emphasizing the importance of maintaining relevance amid disruptive innovations. Key Takeaways === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

When Paco LeBron and Rick Smith from MSP Unplugged drop by, you know you're in for some real talk about the tech industry's heartbeat—community and collaboration. Ever wondered what sets apart the most successful MSPs? It's the power of a strong, supportive community. Discover the power of unity in the MSP space, as we reminisce about the formation of MSP Unplugged and its evolution from Podnutz. We highlight the pivotal role smaller MSPs play in the industry, bringing agility and the ability to harness modern technologies to compete with larger firms. We also shine a light on the transformative experiences of tech conferences like TechCon Unplugged, where the sharing of knowledge and the formation of professional bonds flourish in an environment of equality among MSPs, vendors, and speakers. Key Takeaways: === Links from the show News: AT&T data leak affects 73 million users: https://tinyurl.com/28p37avc Florida Man shoots roommate 10 times because of cats: https://tinyurl.com/55fbm2rz === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Planning for Business Exit and Profit Unlock the secrets to a profitable business exit with Rayanne Buchianico in a conversation that will leave you with a blueprint for success. We dissect the crucial yet often neglected aspect of starting your IT or MSP business with the ultimate exit in mind. Grasp the impact of sudden events like health issues that can expedite the need to sell and discover how to build a company that flourishes without you at the helm, drawing wisdom from "Built to Sell" to make your business a hot commodity for potential buyers. Understanding EBITDA for Business Valuation The conversation highlights the importance of maintaining organized financial records, documented procedures, and corporate governance to facilitate a smooth transition or sale of the business. Moreover, Rayanne provides insights into valuation methods such as EBITDA multiples and discounted cash flow analysis, stressing the need for businesses to understand their worth objectively. Wrapping up this rich conversation, we concentrate on the importance of keeping your financial books transparent and pristine, particularly when eyeing a future sale. Emphasizing the necessity of separating personal and business finances, we explore the realistic expectations of selling your business and the financial nuances that follow. For those caught unprepared, we discuss selling customer accounts as a possible expedient option. Tune in and equip yourself with the knowledge to supercharge your success and ensure your business's longevity and profitable exit strategy. Key Takeaways: === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

MSP Money Management Tips In this insightful episode, Rayanne Buchianico emphasizes the significance of implementing an accounting system from the start to track income and expenses effectively. She highlights the need to differentiate revenue streams like products, services, and professional services to understand margins and costs better. By setting clear financial goals and regularly reviewing benchmarks, businesses can ensure financial stability and growth. Rayanne's expertise shines through as she shares practical advice on structuring accounting systems, separating direct costs from fixed expenses, and aligning financial goals with revenue targets. Listeners gain valuable insights into managing income accounts, cost of goods sold, and overhead expenses to optimize profitability in their IT businesses. By focusing on key financial metrics and maintaining a balance between revenue streams, IT professionals can enhance their financial management practices for long-term success. Our financial journey doesn't stop at the basics; we also tackle the creation of a clean and practical Profit & Loss statement. Learn how pinpointing expenses can lead to better decision-making and the role of tools like QuickBooks in keeping bookkeeping a breeze. Whether it's reaching that coveted monthly recurring revenue target or understanding the sweet spot for profit margins, this episode is an indispensable guide for any MSP looking to turn a profit and scale up with confidence. === Key Takeaways === Links from the show ABC Solutions, LLC: https://abcsolutionsfl.com/ === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024