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Host Karl chats with Eveline of airSlate. airSlate is a Boston-based technology company specializing in no-code automation solutions, specifically in no-code document workflow automation, eSignature services, and document management.  Eveline leads special projects at airSlate, including partner programs for MSPs as well as the airSlate Academy with a mission to educate and empower a community of people that are passionate about workflow process automation. Eveline is a managing partner at One Way Ventures, a seed-stage venture capital fund investing in exceptional immigrant entrepreneurs. Previously, she was a director at Techstars, a mentorship-driven startup accelerator based in Boston. At Techstars, Eveline along with her team sourced, invested, and nurtured over 50 prominent startups. Eveline is also the former CEO of leading media company Ekonomika, having launched several popular websites including delo.ua, the most quoted business portal in Ukraine. Prior to Ekonomika, Eveline was CEO of high-tech startup APCT, winner of the second annual "Silicon Valley Open Doors" contest in 2006. Before moving to Ukraine, Eveline worked for 10 years as an engineering associate on several multi-million dollar projects for the top industrial gas company Praxair, Inc.     Sponsor Memo: Cisco   Did you know Cisco helps Managed Services Providers directly? Know about the Cisco Partner Program? Focused on helping partners combine managed services expertise and service creation with innovative Cisco technology and proven go-to-market resources, there’s a program option for you. With provider pricing, MDF, and marketing resources coupled with Cisco’s leading technologies inculding Meraki, Duo, and Umbrella, learn more with the link right in the show notes.     https://lnkd.in/gsydMya :-)
Host Karl welcomes back Toby Nangle, the Global Director, Channels and Partnership at Field Effect to talk about a new white paper highlighting partner success with Field Effect. You can catch up on Toby's first podcast with us here:  https://www.smbcommunitypodcast.com/2022/01/field-effect-on-changing-security-requirements-for-msps/ On today's show, Toby and Karl delve into the latest in cybersecurity and its changing environment.  Since our last conversation, activity in the cybersecurity space has changed drastically as the conflict in Ukraine continues to shake the globe.  Toby and Karl discuss how FieldEffect and other cybersecurity vendors are navigating the emerging threats and how their services are adapting to this everchanging platform.     Karl also had the chance to ask Toby about the White Paper, prepared by Aite Novarica. In the White Paper, Aite Novarica surveyed five, random partners of FieldEffect to learn about their experience so far with the company.  Toby summarizes for us the conclusion of Aite Novarica's finds. Download the whitepaper here: https://hubs.li/Q01dCmGZ0   Resources and Links:  Field Effect Website: https://fieldeffect.com  Follow Field Effect on LinkedIn: https://www.linkedin.com/company/field-effect-software/  Follow Field Effect on Twitter: Field Effect (@fieldeffectsoft) / Twitter   Sponsor Memo: Linode   Linode – a top Infrastructure as a Service provider has resources specifically for helping MSPs explore the alternative cloud. Discover this growing market: one of the best-kept secrets in building a scalable, thriving, modern Managed Service Provider business. Learn about the cloud provider landscape, improving KPIs, security, and more in Linode's free ebook, The MSP's Guide to Modern Cloud  Infrastructure, available now. This resource and more at linode.com/mspradio   :-) 
Host Karl speaks with Frank Raimondi of IGI Cyberlabs.  Frank currently is the VP of Channel Development for IGI CyberLabs, a MSP focused tool that delivers complete visibility of your network, real-time discovery of devices, and prioritization of security gaps (vulnerabilities). Recent and past consulting clients include start-ups and established companies, including among others: Intel, ECS, CompTIA, ATTO Technology, Absolute Software, Higher Ground Gear, Chargifi, Kickpost, Vedamo, VidBid & MarketStar. Additionally, Frank was a national board member of the non-profit Community Health Charities (www.healthcharities.org), a guest lecturer at UC Davis, and provides additional marketing and business development support to other non-profits. He also participates as a Faculty member for CompTIA, presenting at industry conferences on their behalf, and most recently is a member of the Washington County (OR) Medical Reserve Corps, actively participating in the Covid-19 vaccine rollout. Resources and Links:  https://nodeware.com/events https://nodeware.com/blog     Sponsor Memo: Egynte Are you still using on-prem file servers and VPNs to share files with remote workers? Egnyte is a business class cloud sharing solution that works more like your on-prem server than other solutions.  With a security first approach to file sharing and collaboration, Egnyte offers multiple options for sharing files and collecting files from outside sources. And do it all addressing data governance and compliance.  Want to learn more? Check out  Egnyte.com/mspradio, and when you do, tell them we sent you. 
Host Amy speaks with Heather Johnson Heather Johnson, MBA, has her background in business consultation and senior leadership. She co-founded Gozynta in 2018 and became their Chief Operating Officer. Since her arrival, she has developed and executed a successful marketing plan; created a knowledge base; and built a support and sales department. Heather recently became the Vice President of the National Society of IT Service Providers and is their Committee Liason. Prior to coming to Gozynta, Heather was a co-organizer of the 2015 and 2016 President's Interfaith and Community Service Campus Challenge at the White House which had over 10,000 attendees. She worked with a remote team of organizers from the Department of State, Department of Education, and Georgetown University. As an extension of the President's Challenge, she organized and led a trip to Southeast Asia.  Heather was the Human Resource Director of a graduate school for five years where she organized a successful fundraising art and music festival.   Resources & Links  https://www.linkedin.com/in/heather-johnson-gozynta/ www.gozynta.com And we are launching Gozynta Payments www.gozynta.com/payments     Sponsor Memo: Cisco Did you know Cisco helps Managed Services Providers directly? Know about the Cisco Partner  Program? Focused on helping partners combine managed services expertise and service creation with innovative Cisco technology and proven go-to-market resources, there’s a program option for you. With provider pricing, MDF, and marketing resources coupled with Cisco’s leading technologies including Meraki, Duo, and Umbrella, learn more with the link right in the show notes.     https://lnkd.in/gsydMya   
Host Karl speaks with Gil Cargill of Cargill Consulting.  Today we discuss coaching and consulting in Sales Process Managment.  "The sales function of an IT company must provide predictable NEW revenue. The owner who masters sales management is the owner that will continue to flourish." - Gil Cargill  Resources and links: www.salesmanagementmastery.com     Sponsor Memo: AgileBlue AgileBlue is a 24/7 SOC, XDR and SOAR providing managed breach protection including monitoring, detection, and automated response to cloud, networks, and endpoints.    Helping MSPs build their cyber business while increasing gross margins, ARR and stickiness. AgileBlue’s partner program engages, enables, supports, and rewards your business growth with a white-labeled  security dashboard, pooled pricing, marketing collateral, and purpose-built sales content.   A 24/7 extension of your team, learn more at agileblue.com     :-)
Host Karl interviewed Susanne Tedrick. Susanne is a Cloud Infrastructure Specialist for Azure. She's also a published author, and President of CompTIA's Advancing Tech Talent and Diversity executive council. The conversation covers all of those topics: Susanne's book (Advancing Women in Tech), diversity in the IT workspace, an right-sizing Azure cloud services.  Susanne's speciality at Microsoft is supporting professional sports teams and leagues. Leagues are clearly at the enterprise level with one set of challenges. Teams are generally more in the SMB space, often as small as twenty actual users.     Sponsor Memo: Egnyte  Are you still using on-prem file servers and VPNs to share files with remote workers? Egnyte is a business class cloud sharing solution that works more like your on-prem server than other solutions.  With a security first approach to file sharing and collaboration, Egnyte offers multiple options for sharing files and collecting files from outside sources.And do it all addressing data governance and compliance.  Want to learn more? Check out Egnyte.com/mspradio, and when you do, tell them we sent you.  :-)  
Host James speaks to Alex Farling on the QBR Process.  As a recovering MSP owner and co-founder of Lifecycle Insights, Alex is working with hundreds of MSPs to help them automate the QBR process and deliver actionable information to their clients.  Resources and links:  https://lifecycleinsights.io https://www.linkedin.com/in/alexjfarling/      Sponsor Memo: Acronis Are you still relying on a frustrating patchwork of legacy solutions? Modernize your cybersecurity and  data protection with Acronis Cyber Protect Cloud. It’s a single solution that combines backup, anti-malware, and endpoint protection management. As an MSP, you can easily improve clients’ security posture, eliminate complexity, and generate more recurring revenue. Learn more about Acronis Cyber  Protect Cloud at Acronis.com. 
Host Karl chats with Bob Coppedge on his book The MSP’S Survival Guide to Co-Managed IT Services Bob has written the only two books on the topic of Co-Managed IT services and has helped numerous MSP's improve their Co-Managed pratices.   Resources and links:  https://Simplex-IT.com https://CoMITs4MSPs.com https://www.youtube.com/channel/UCrAQXmClGb2X6GH1WgaNyZA   --- --- ---  Sponsor Memo: SBTTC This podcast is sponsored by the Small Biz Thoughts Technology Community. Check us out at www.SmallBizThoughts.org Forms, templates, and checklists are just the start. Our Community includes ALL of the best-selling books on managed services in all available formats, plus free training, members-only programs, and the best business training available to managed service providers anywhere. Plus, we have weekly live members-only Zoom calls. The average member saves more than 200% of their membership cost each year. We are totally dedicated to YOUR success.  Just because you're in business for yourself doesn't mean you have to go it alone. Join us today at www.SmallBizThoughts.org :-)
Host Karl speaks with Jeffery Ponts.   Jeffery is COO and Co-Founder of Datatel Solutions Inc (www.datatelsolutions.com) which was founded in early 2003. Jeffery has more than 30 years in the telecom business, the past 19 as an entrepreneur.    Jeff and his business partner, Daniel Langton, have grown Datatel Solutions into a national entity. He has more than 30 years of telecom and technology industries experience covering telecom master agency, and software development/integration.   He has spent the vast majority of his career focused on channel development, sales and management. Jeff has held many industry association positions including the President of the Technology Channel Association (TCA), many previous council and community seats with CompTIA, and currently sits on the executive council of Advancing Women in Technology., he also Co-Founded software development, and ISV firm Concordus Applications (www.concordusapps.com) in 2011. Concordus specializes in Integration, IoT, mobile solutions, and financial technologies.   Resources and links: www.datatelsolutions.com     --- --- ---  Sponsor Memo: PCMatic  PC Matic — Endpoint Security built on a zero trust/default deny foundation  Finally - a light weight, simple to deploy & easy to manage approach to application allowlisting. The perfect compliment to your current security stack.  No minimums and no annual contracts.     Find out more about PC Matic by  visiting PCMatic.com/MSP today.      :-)
Host Karl chats with Dave Sobel from MSP Radio and The Business of Tech (and the Killing IT podcast).   Dave is regarded as a leading expert on IT and managed services, cloud computing, and virtualization, and is a featured speaker at industry events including Channel Partners, Microsoft Worldwide Partner Conference, IT Nation, SITS London, and as a CompTIA trainer at multiple events, and is often quoted in business and technology publications.   Dave started his career as a consultant to Fortune 500 companies, as well as a product developer and designer. He owned and operated a IT Solution Provider and MSP for over a decade, both acquiring other organizations and eventually being acquired.   Since his MSP experience, he has worked for multiple vendors at such companies as Level Platforms, GFI, LogicNow, and Solarwinds, leading community, event, marketing, and product strategies, as well as several M&A activities.     Resources and links: MSP Radio: https://www.mspradio.com/ Killing IT Podcast: https://killingit.smallbizthoughts.com LinkedIn: https://www.linkedin.com/in/davesobel/ --- --- ---  Sponsor Memo: Cisco  Did you know Cisco helps Managed Services Providers directly? Know about the Cisco Partner Program? Focused on helping partners combine managed services expertise and service creation with innovative Cisco technology and proven go-to-market resources, there’s a program option for you. With provider pricing, MDF, and marketing resources coupled with Cisco’s leading technologies inculding  Meraki, Duo, and Umbrella, learn more with the link right in the show notes.     https://lnkd.in/gsydMya      :-)      
Host Karl caught up with three c-level folks from CWell Marketing: Lane McDowell – CEO /Head of Customer Success at Cwell Marketing Owned and Operated IT Service Business for 9 years in the Northern IL area. Through trials and tribulations and lots of marketing dollars spent, they were able to crack the code on Intent based marketing for MSPs. After he sold his MSP, he knew he still wanted to work in the MSP space, so he and Shon took their passion for marketing and the process that made us so successful and shared it with the world.  Shon Corwell – From the Atlanta, Ga region. Worked in IT for 13 years and always have done marketing on the side. Lane and I paired up to start our own MSP and learned a lot on the way. Ryan Baudoin - From New Orleans, Louisiana. Avid traveler and Over 10 years in Sales in the IT industry with Cisco and Meraki before coming on as Director of Sales for CWell Marketing. These former MSP owners turned marketing gurus finally cracked the code on marketing IT services to the general public. Resources and links: cwellmarketing.com www.linkedin.com/company/cwellmarketing IG: @cwellmarketing FB: @cwellmarketing     Sponsor Memo: Linode – a top Infrastructure as a Service provider has resources specifically for helping MSPs explore  the alternative cloud. Discover this growing market: one of the best-kept secrets in building a scalable,  thriving, modern Managed Service Provider business. Learn about the cloud provider landscape,  improving KPIs, security, and more in Linode's free ebook, The MSP's Guide to Modern Cloud  Infrastructure, available now. This resource and more at linode.com/mspradio.      :-)    
Host Amy speaks with the Zack Fair on web filtering with SafeDNS. Zack is the Business Development Manager at SafeDNS and an IT enthusiast SafeDNS breathes to make the internet safer for people all over the world with solutions ranging from AI & ML-powered web filtering, cybersecurity to threat intelligence. Moreover, SafeDNS strives to create the next generation of safer and more affordable web filtering products.   Resources and links: www.safedns.com https://blog.safedns.com/   Did you know that the average MSP spends 10 hours manually inputting accounting data each week?  That time is 120 prospect calls, a month’s worth of the Business of Tech, or building an entire lego death  star. Gozynta Mobius can make your life easier through accounting automation. Automatic sync of  invoices, expenses and inventory from ConnectWise Manage into QuickBooks Online in just a single click  of a button.    With onboarding, direct support, and regular feature releases, Gozynta is a family owned company dedicated to making software suck a little less each day. Visit us at g-o-z-y-n-t-a dot com  :-)
Host Karl speaks to Charles Preston on Human Risk Managment (HRM), Security awareness training, amd simulated phishing.  Charles Preston is the CEO & Founder of usecure, the Human Risk Management (HRM) solution that is transforming the way MSPs strengthen their clients' human security posture. With a wealth of experience in selling technology solutions to SMBs, Charles has amassed a number of key sales tips and insights to help run a successful IT business. Resources and links:  www.usecure.io Blog linking to usecure new 2022 guide: https://blog.usecure.io/free-ebook-the-2022-guide-to-reducing-human-cyber-risk Sponsor Memo: This podcast is sponsored by the Small Biz Thoughts Technology Community. Check us out at www.SmallBizThoughts.org. Forms, templates, and checklists are just the start. Our Community includes ALL of the best-selling books on managed services in all available formats, plus free training, members-only programs, and the best business training available to managed service providers anywhere. Plus, we have weekly live members-only Zoom calls. The average member saves more than 200% of their membership cost each year. We are totally dedicated to YOUR success.  Just because you're in business for yourself doesn't mean you have to go it alone. Join us today at www.SmallBizThoughts.org. :-)    
Hosts Karl interviews Andy Liverman Anderson is the CEO and Co-Founder of DataStream Insurance. Andy has close to a decade of experience in cybersecurity and technology with leadership roles at Envelop Risk, Dispel, LiquidSpace, and Lovely. Andy is also the host of the podcast Cyber Security Dispatch. Before transitioning to technology, he was a Wall St. credit research analyst covering the insurance space at Barclay’s Capital. Andy holds a BA from Yale University and an MBA from Columbia University Business School. A former member of the US National Rowing Team, Andy is now an avid but terrible tennis player. Additional Relevant Information Please contact Brian Sherman at CommCentric for arrangements and questions. References and Links: https://datastreaminsurance.com/ https://www.facebook.com/DataStream-Insurance-104589198575876 https://www.linkedin.com/company/datastream-cyber-insurance/ https://twitter.com/DataStream_Ins  Sponsor Memo:  This podcast is sponsored by the Small Biz Thoughts Technology Community. Check us out at www.SmallBizThoughts.org. Forms, templates, and checklists are just the start. Our Community includes ALL of the best-selling books on managed services in all available formats, plus free training, members-only programs, and the best business training available to managed service providers anywhere. Plus, we have weekly live members-only Zoom calls. The average member saves more than 200% of their membership cost each year. We are totally dedicated to YOUR success. Just because you're in business for yourself doesn't mean you have to go it alone. Join us today at www.SmallBizThoughts.org. :-)    
Corey Kirkendoll is the President & CEO of 5K Technical Services. 5K Technical Service, is an award- winning Managed Service Provider (MSP) company that is committed to establishing solid IT solutions  for Small-to-Medium sized Businesses (SMB) throughout the North Texas area.  Corey is recognized by his peers as an IT Expert. Through his leadership, his relentless focus on being  process-oriented and his commitment to delivering excellence in security and compliance, he has been a  major influence on the rapid growth not only within his own MSP but with other MSP’s across the  country as well.   Corey is a Tech Titan and has received numerous awards in the IT industry.   References and links: www.5ktech.com
Host Karl talked to author and entrepreneur Jennifer Bleam about her new book: Simplified Cybersecurity Sales for MSPs. By now, the majority of your listeners have accepted the mission to protect their clients. If they don't learn to sell cybersecurity effectively, countless small and medium sized businesses will be financially and personally affected. The future of those businesses depend on the content of this book. Jennifer Bleam is a wife, the mother of three boys, and a mentor for MSPs looking to dominate their marketplace and build the company of their dreams. Her drive and expertise has led her to grow several multi-million dollar companies and divisions in under two years each.  She's been featured in countless trade publications and podcasts and has been a guest speaker and trainer on stages around the world including North America, Australia, and Europe. To date, Jennifer has coached nearly 2,000 MSPs on effective sales and marketing to small and medium sized businesses. References and links:  www.MSPSalesRevolution.com  -- -- --  Sponsor Memo: Cisco  Did you know Cisco helps Managed Services Providers directly? Know about the Cisco Partner Program? Focused on helping partners combine managed services expertise and service creation with innovative Cisco technology and proven go-to-market resources, there’s a program option for you. With provider pricing, MDF, and marketing resources coupled with Cisco’s leading technologies inculding Meraki, Duo, and Umbrella, learn more with the link right in the show notes.  https://www.cisco.com/c/en/us/partners/partner-with-cisco/provider.html   
Host Karl talked to Cam Roberson, Vice President of Beachhead Solutions about choosing the right security tools.  BeachheadSecure for MSPs provides a PC and device security platform for businesses and MSPs to encrypt data and automate threat responses.  Earlier in his career, he was a product manager at Apple and ran an advertising agency in for 15 years before selling the firm. He also teaches courses at his local community college on business and entrepreneurship. Additional Relevant Information Some more detail on the topic/thesis Cam's interested in bringing to the SMB Community Podcast if interest (with no shortage of examples and energy): SMBs rely on their MSPs for expert and clear-eyed perspectives on their technology needs. That is especially true when it comes to data and system security. But given that the current security solution landscape has been rendered nearly incomprehensible by fancy new (and newer) acronyms, it’s no surprise that businesses seek experts able to tell EDR from XDR and SOAR from SIEM to guide their systems to safety. In truth, MSPs themselves must be more careful than they are right now in examining the the actual substance of potential solutions, since marketing departments have been more than happy to play fast and loose with acronym definitions. The acronym terminology on a product’s tin may have more to say about industry sales trends than what threats the tool actually addresses. Those marketing pressures also drive security acronyms to shift meanings and become increasingly hazy. The better approach for MSPs is to follow a disciplined strategy that selects solutions based on clients’ specific security needs and not on ephemeral acronyms or marketing hype. A loose strategy that chases acronyms only leads to an endless high-stakes game of whack-a-mole, where new risks regularly pop up to threaten unprepared systems and MSPs scramble to bat them down before harm is done. Ultimately, the false comfort of nebulous high-level acronyms doesn’t protect SMBs. It’s MSPs focusing on the gritty details of clients’ security needs that gets the job done. Web Sites, Blogs, and Social Media Links we can Promote on the Podcast Links: https://www.beachheadsolutions.com/ https://www.linkedin.com/in/camroberson/ https://www.linkedin.com/company/beachhead-solutions/   Sponsor Memo: Trend Micro As an MSP managing the security of multiple clients, ensuring you can quickly & efficiently respond to security incidents across your customers is critical to reducing the severity and consequences. Trend Micro's SOC-as-a-Service solution tailored for MSPs not only augments your existing team with security expertise but also proactively hunts for threats and indicators of attack across your entire customer base.  We call this "multitenant detection & response." Learn more and get the MSPs SOC-as-a-Service playbook using the link in the show notes or visit https://trendmicro.com/msp https://www.trendmicro.com/en_us/partners/channel-partners/managed-service-provider.html?modal=s4c2-tile-socaas-playbook-c42c13
Host Karl caught up with MJ Shoer, the Chief Community Officer at CompTIA. MJ is responsible for leading a team of passionate leaders who deliver programs and benefits to CompTIA's global community of members.  MJ is a 25+ year MSP veteran, having owned his MSP for nearly 20 years before merging into a friendly regional competitor subsequently acquired by a national MSP. MJ was a longtime CompTIA member before joining the team. About CompTIA CompTIA is a non-Profit IT Trade Association. You've certainly heard of CompTIA certifications (A+, Network+, etc.).  At https://connect.comptia.org, you'll find the CompTIA communities, technology interest groups, industry advisory councils, and public sector councils make CompTIA strong. Join today and start collaborating on technology and business-building initiatives, network with peers, open doors to new partnerships, and contribute ideas to shape the future of our industry. There is a place for everyone to connect at CompTIA. Full disclosure: Karl sits on the Executive Council of CompTIA's Advancing Tech Talent and Diversity Community - the largest and fastest growing community. More info at https://connect.comptia.org/join-now/register?c=ADVTECTLTDIV.  CompTIA Communities and Councils Forum is March 14-16 in Chicago. See https://connect.comptia.org/events/view/comptia-communities-councils-forum-(ccf)-2022?sfredirect=/ccf    Links:  https://Connect.CompTIA.org  https://www.CompTIAISAO.org  https://facebook.com/mshoer  https://linkedin.com/in/mshoer  https://twitter.com/mshoer  -- -- -- Sponsor Memo: Linode   Linode – a top Infrastructure as a Service provider as voted by G2 and Trust Radius,  has resources specifically for delivering digital experiences in the cloud with better ease and  affordability while not being locked into long-term agreements and commitments.  Their guide, “The Golden Ratio of Price to Performance in Cloud Computing“ details how alternative cloud providers and open source tools can lower costs and ease moving to multicloud envoirments.   This resource and more at https://linode.com/mspradio.    :-)  
Host James caught up with founder of Arsenal, Aaron Asher, to talk Sales Development and Appointment Setting. Since its inception in early 2019, Aaron and his team at Arsenal have worked with 100s of MSPs to provide transparent, no frill lists of services and resources. Link: www.arsenalbg.com  -- -- -- Sponsor Memo: Cisco  Did you know Cisco helps Managed Services Providers directly? Know about the Cisco Partner Program? Focused on helping partners combine managed services expertise and service creation with innovative Cisco technology and proven go-to-market resources, there’s a program option for you. With provider pricing, MDF, and marketing resources coupled with Cisco’s leading technologies inculding Meraki, Duo, and Umbrella, learn more with the link right in the show notes.  https://www.cisco.com/c/en/us/partners/partner-with-cisco/provider.html  :-)   
In this special edition, I lay out some information on choosing clients, setting expectations, and getting clients to play their role in your company. This is absolutely essential to building a successful business model. When you look at your ideal client, you need to know what they care about and what they don't care about. What kind of buyer are you? What kind of buyer do you want your clients to be? Those questions will help you decide what matters and what does not inside your company. References and links: - Uncommon Service by Frances Frei and Anne Morriss  https://www.amazon.com/Uncommon-Service-Putting-Customers-Business/dp/1422133311/  - My blog: https://blog.smallbizthoughts.com  - My YouTube: https://youtube.com/smallbizthoughts  - IT Service Provider University: https://www.itspu.com  - Customer Service Course at ITSPU: https://www.itspu.com/all-classes/classes/customer-service-for-it-service-providers/  -- -- --  Sponsor Memo: PCMatic    Think you know PC Matic?  Think again.  PC Matic is working with MSPs to deliver true zero trust/default deny endpoint security.  Allowing only trusted applications and blocking all the rest.  A light weight, simple to deploy & easy to  manage approach to application allow-listing.  Layering a default deny approach provides MSPs of all sizes the ability to again focus on prevention, and  PC Matic delivers this without impacting performance or efficiency.  Find out more about by visiting https://pcmatic.com/MSP  Be sure to ask about PC Matic's exclusive lead sharing program for MSPs backed by a prime time  national TV campaign.  -- -- -- :-)  
Comments (2)

Michael Bayless

I agree Manny. When we do projects the majority is done in piecemeal with limited downtime so you can just have anyone work it as they have time.

Nov 30th
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Michael Bayless

A good way to setup your queue is by creating three buckets. 1. Emergency; 2. Repair; 3. Maintenance/Projects You have to define what these look like. From here, you either have a tech or two for each of these buckets or anyone can take a ticket from any bucket. Once someone touches a ticket they either finish it or work what they can then move it back to the correct queue. this can be the same queue or a different queue. Either way it now restarts in the F.I.F.O. processes.

Nov 30th
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