Business Transformation in Managed Services
Moderator: Carolyn April, Director, Industry Analysis, CompTIA
Panel • Moderator: Carolyn April, Director, Industry Analysis,
CompTIA • Panelists:
– Len DiCostanzo, Senior Vice President, Community and Business Development, Autotask Corporation
– Jeannine Edwards, Director, ConnectWise Community, ConnectWise
– Amy Luby, Vice President, Global Sales and Marketing, Mailprotector
– John Tippett, COO, EDTS, LLC – Chris Wiser, Founder and CEO, TechSquad IT
Level of Expertise with Managed Services Model
10%
52% 39%
Early on Learning Curve/Too Soon to Tell
Skilled Expert
Competent and Getting Better
Self-Assessed Characterization “Skilled Experts” in Managed Services by Size
71% Large firms ($50M and up in revenue)
30% Medium-sized firms
($5M-$49.9M) 25% Small firms (Less than $5M)
HALF of channel firms report doing some managed services in last year.
Managed Services Adoption Challenges
Not Important
Somewhat Important
Very Important
Achieving operational efficiency 0% 30% 70%
Selecting right managed services software 1% 32% 67%
Customer acquisition 2% 35% 63%
Required level of human investment 3% 38% 60%
Required level capital investment 3% 41% 56% Availability of trained consultative sales and tech staff 3% 41% 56%
Time takes to reach profitability 2% 45% 54%
Determining correct monthly pricing model 5% 41% 54%
Migrating sales staff to new model 7% 43% 49%
33%
66%
1%
Self-Reported Rating of Managed Services Operations Very Efficient
Partially Efficient/ Some Areas Need Work
Not Where We Want to Be
HALF of channel firms that report a high
degree of business transformation described their
operations as very efficient.
Operational Efficiency of Managed Services Areas
33%
29%
31%
36%
25%
29%
25%
28%
21%
24%
52%
54%
57%
57%
58%
60%
60%
65%
66%
68%
Human resources
Sales effectiveness
Technical process efficiency
Customer Retention Rates
ROI on new business models
Cost containment
Sales cycle
Business process efficiency
Maximizing profit margin
Pricing structure Close to target Optimal
Panel • Moderator: Carolyn April, Director, Industry Analysis,
CompTIA • Panelists:
– Len DiCostanzo, Senior Vice President, Community and Business Development, Autotask Corporation
– Jeannine Edwards, Director, ConnectWise Community, ConnectWise
– Amy Luby, Vice President, Global Sales and Marketing, Mailprotector
– John Tippett, COO, EDTS, LLC – Chris Wiser, Founder and CEO, TechSquad IT
Up Next • 12:15 – 1:30 pm: Unconference Lunch • 4:15 – 5:15 pm: Closing Keynote with Dan Roam –
Peabody T • 6:00 – 9:00 pm: Fast & Furious Closing Party -
Richard Petty Race Track – To participate in driving activities, wear closed toe shoes
Scan for session points:
1. Setup your myChannelCon profile
2. Download the “CompTIA Events” app
3. Scan booths, attendees and session QR codes for points
Earn points to gain entry in the grand prize raffle –
a trip to Hawaii!
Thank you!