Transforming MSP Revenue Operations: A 6-12 Month Roadmap to Success

  • 03/07/2024
  • Posted by: Ben Spector
  • Categories: MSP Operations, MSP Sales
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As a revenue operations consultant specialising in Managed Service Providers (MSPs), my mission is to help build out scalable RevOps processes. This mentorship and tactical support aim to streamline operations, improve efficiency, and ultimately drive growth for MSPs. Here’s an example programme that outlines a 6-12 month timeline to achieve these goals.

Month 1: Initial Assessment and Planning

Step 1: Comprehensive Assessment

  • Conduct a thorough review of the current state of your operations.
  • Identify pain points, such as quoting, ordering, asset management, project management, service desk workflows, and billing processes.

Step 2: Set Clear Objectives

  • Define specific, measurable goals for each area of improvement.
  • Develop a detailed project plan with timelines, milestones, and responsibilities.

Month 2-3: Foundation Laying

Step 3: Chart of Accounts Review

  • Review/Update Chart of Accounts: Ensure your chart of accounts is correctly categorised for accurate revenue reporting.

Step 4: Billing Codes and Mechanics

  • Update Billing Codes in Autotask: Standardise billing codes for consistency.
  • Revise Billing Mechanics: Adjust ‘contracts’ in Autotask for more accurate and reconcilable service billing.

Month 4-5: Service Desk and Billing Accuracy

Step 5: Time Entries and Cost Tracking

  • Fix Time Entries: Ensure ticket time entries and other business costs feed into billing accurately to track profitability.

Step 6: Automate Billing Processes

  • Automate Billing Processes: Ensure all billable activities are tracked in Autotask and billed accurately.

Month 6-7: Quoting and Ordering Processes

Step 7: Modern Quoting Tools

  • Implement Modern Quoting Tools: Transition from email templates to a quoting tool like Zomentum.

Step 8: Streamline Ordering

  • Optimise Ordering Processes: Move from Excel to a centralised system for tracking licences, hardware, and software orders.

Month 8-9: Service Desk Workflow Improvement

Step 9: Integrate Contracts and Billing

  • Align Service Desk Workflows: Ensure service desk workflows are integrated with contracts and billing processes.

Step 10: Implement Dashboard Monitoring

  • Dashboard Monitoring: Set up dashboards to ensure no tickets are missed and improve visibility into service operations.

Month 10-11: Sales and Marketing Alignment

Step 11: Sales Process Enhancement

  • Build Out Sales Processes: Develop and integrate workflows with tools like Zomentum to streamline sales activities.

Step 12: Marketing Integration

  • Integrate Marketing Processes: Connect marketing processes in HubSpot to feed into sales workflows, ensuring a smooth lead-to-customer journey.

Month 12: Project Management Optimisation and Review

Step 13: Utilise Autotask for Project Management

  • Enhance Project Management: Transition project tracking from Excel to Autotask’s Project component to monitor hours and progress accurately.

Step 14: Final Review and Refinement

  • Review and Refine: Conduct a comprehensive review of all implemented changes, gather feedback from the team, and make necessary adjustments.

Need Help?

Transforming your MSP’s revenue operations is a journey that requires strategic planning, consistent execution, and ongoing refinement. By following this 6-12 month roadmap, we can systematically address common pain points, streamline processes, and set the stage for scalable growth. With improved quoting, ordering, asset management, project tracking, service desk workflows, and billing accuracy, your MSP will be well-equipped to achieve operational excellence and drive revenue growth.

For tailored support and to embark on this transformative journey, feel free to reach out and let’s work together to build a robust revenue operations framework for your MSP.