In this episode, Richard talks to Todd Kane, an MSP consultant who helps businesses in the IT space to grow and scale. Todd was the VP of Operations for Fully Managed and served in the lead technology teams for several of the largest and high growth companies in Western Canada. He knows everything there is to know about KPIs for MSPs. 

Richard and Todd talk about the typical challenges MSPs face when they come to Todd for help, what to do if the issue in a business is the owner not the tools, and why customer service is vital. 

They also discuss the KPIs every MSP should track and how many to monitor at any one time. Todd shares his favourite tools for tracking, and he also explains which financial metrics to keep an eye on. He also talks through ticketing and how to resolve issues, and using CSAT in your MSP.

Mentioned in This Episode

• The Tech Tribe
• Power BI
• Cognition 360
• Pax8
• Sell My MSP
• Bright Gauge
• ConnectWise Evolve
• Paul Dippell
• TubbTalk 31 with Paul Dippell
• SmileBack
• SmileBack Webinar - Leveraging Feedback to Drive Growth
• SmileBack Webinar - How to use NPS to Improve Your Business
• Running Smarter NPS Campaigns with SmileBack
• David Allen GTD
• TubbTalk 50 with Dave Allen