MSP Business School

Show Website: https://mspbusinessschool.com/

Guest Name: George Smith LinkedIn page: https://www.linkedin.com/in/george-smith-augmentt/ Company: Augmentt Website: https://augmentt.com

Host Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ George Smith is a renowned professional in the Managed Service Provider (MSP) industry and currently serves as a key team member at Augment. With a robust background that includes a pivotal role in growing a Canadian MSP and focusing on managed services in the healthcare vertical, George has transitioned to the vendor side. At Augment, he works alongside industry pioneers like Gavin Garbutt and Derek Belair.

Over the past three and a half years, he has been instrumental in driving the company's mission to simplify and enhance Microsoft 365 security for MSPs.

Episode Summary:

Welcome to another insightful episode of MSP Business School hosted by Brian Doyle! In this discussion, Brian engages with George Smith from Augment, a dynamic and innovative company in the MSP sector. George shares his intriguing journey from working at a Canadian MSP to joining a tech startup. This episode dives deep into how Augment is revolutionizing the way MSPs secure and manage Microsoft 365 environments.

George highlights the core challenges faced by MSPs, especially in managing the complex Microsoft ecosystem. By utilizing Augment's tools such as security posture dashboards, multi-tenant management capabilities, and automated processes, MSPs can significantly enhance technician efficiency and overall service delivery. This comprehensive conversation addresses the importance of education, security, digital IQ, governance, and the evolving landscape of IT solutions.

Key Takeaways:

• Technician Efficiency:** Simplifying tasks such as password resets and MFA implementations through Augment's dashboards can empower junior and non-technical staff.
• Security and Management: Augment addresses the inherent insecurity of Microsoft 365 out-of-the-box and provides MSPs with tools to harden these environments easily.
• Education and Proliferation: The need for MSPs and vendors to focus on educating clients to build trust and communicate value effectively.
• Governance and Compliance: The growing importance of IT governance and compliance in MSP operations, supported by tools that simplify reporting and management. Sponsors
• vCIOToolbox: https://vciotoolbox.com

Show Website: https://mspbusinessschool.com/

Guest:

Name: Shane Naugher Linkedin page: https://www.linkedin.com/in/shanenaugher/ Company: website Hosts Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Shane Naugher is a seasoned technology expert with nearly 30 years of experience in the industry. He is the founder of Dazzee, a company he launched in July 2000. Shane has a notable background in VAR (Value Added Reseller) services and has partnered with giants like Cisco and Southwestern Bell (pre-AT&T merger) to implement large-scale infrastructure projects. More recently, Shane has focused on AI and business process automation to enhance business efficiencies and customer experiences, especially within the context of MSP (Managed Service Provider) operations. Episode Summary: In this episode of MSP Business School, host Brian Doyle welcomes Shane Naugher, founder of Dazzee. Shane delves into the exciting world of AI and business process automation, illustrating how these technologies can revolutionize the operations of MSPs and their clients. With nearly three decades of tech experience, Shane brings a wealth of knowledge to the discussion, particularly in how AI can be practically applied to improve workflows and enhance productivity.

Shane discusses the two sides of AI deployment: vendors eager to integrate AI into their software and MSPs whose clients are still cautious about embracing it. He stresses the importance of MSPs understanding and leveraging AI internally before advocating its benefits to their clients. Shane shares his journey of integrating AI into Dazzee's operations, particularly in sales and service processes. He provides an insightful example of how AI-driven sales call analysis has helped refine sales strategies and performance.

Sponsor

https://vciotoolbox.com

Episode Summary: In this episode of MSP Business School, host Brian Doyle dives deep into the critical topic of Quarterly Business Reviews (QBRs). Drawing from his extensive experience at VCIO Toolbox, he identifies and discusses the five main pitfalls that can undermine effective QBRs. Whether you're an MSP struggling to engage your clients or looking to elevate your business review process, Brian offers meaningful solutions to common challenges. Brian opens the discussion by emphasizing the importance of having the right people in the room. He highlights the necessity of demonstrating value to ensure key decision-makers attend these strategic sessions. Next, he addresses the issue of keeping QBR meetings on track, stressing the importance of clear agendas and focused discussions to prevent the derailment by day-to-day issues. Brian also speaks on the importance of bringing consistent data points and avoiding technical jargon that can alienate non-technical stakeholders. Lastly, he underscores the importance of showcasing business outcomes to make QBRs more than just sales pitches, transforming them into valuable, consultative engagements. ### Key Takeaways: - **Getting the Right People in the Room:** Engage and demonstrate value to key decision-makers, including business owners and CFOs, to ensure their attendance and participation. **Maintaining Meeting Focus:** Establish and circulate clear agendas before meetings, and effectively communicate the strategic nature of QBRs to keep discussions on track. **Consistency in Data:** Present consistent and meaningful data across meetings to help clients recognize improvements and understand key metrics. **Simplifying Technical Information:** Translate technical details into business outcomes to make QBRs valuable and comprehensible for non-technical stakeholders. **Showcasing Business Outcomes:** Align technology recommendations with the client's business goals to create actionable roadmaps and foster stronger partnerships.

Show Website: https://mspbusinessschool.com/

Guest Name: Miles Walker LinkedIn page: https://www.linkedin.com/in/mileswalker9th/ Company: Website: https://kaseya.com Miles Walker is the featured guest on this instalment of MSP Business School podcast. With an impressive journey traversing numerous countries and industries, Walker brings a global perspective to the MSP space. Born in England and having lived in places like the Dominican Republic, Cambodia, Ethiopia, and Australia, his extensive background in the travel industry as a Sales Director provides unique insights into his current role.

Today, Walker serves as part of the team at Kaseya, a leading provider of IT infrastructure management solutions for managed service providers (MSPs) and internal IT organizations. In this episode, Walker discusses his transition from the travel industry to the IT sector, the evolution of Kaseya's offerings including the groundbreaking Kaseya 365, and how cyberattacks are shaping business needs.

Episode Summary: In the latest episode of MSP Business School, **Brian Doyle** engages **Miles Walker from Kaseya** in a fascinating discussion that spans personal backstories, industry evolution, and the future of IT management for MSPs. Walker shares his international experience and how it informs his work at Kaseya, emphasizing the importance of storytelling in connecting with clients and audiences. * Walker's transition from the travel industry to IT showcases the fluidity of professional growth and the value of diverse experiences in our digital age. He articulates how providing solutions for MSPs is akin to selling dreams in travel—both require instilling confidence and securing futures. * Kaseya 365 emerges as a pivotal solution in combating stack fatigue, offering a consolidated subscription model that encompasses a suite of services integral to MSP operation and security. The conversation delves into how acquisitions in the IT sector are stimulating innovation and growth, a sign of a healthy marketplace. ### Key Takeaways: * **Adaptability in Career Shifts**: Miles Walker's transition from travel to IT illustrates adaptability and utilizing transferable skills in sales and customer engagement. * **Comprehensive IT Management**: Kaseya 365 provides a unified platform for IT management, reflecting Kaseya's commitment to addressing MSP needs and reducing stack fatigue. * **Acquisition Dynamics**: Walker discusses the normality of acquisitions in the IT space, signifying both growth prospects and market valuation, including Kaseya's strategic moves. * **Cyberattack Impact**: Real-world stories illustrate the escalating cyber threats that businesses face, underscoring the need for robust MSP solutions and cybersecurity measures. * **Market Evolution**: The conversation highlights how compliance and cybersecurity are now critical considerations, shaping how businesses operate and insurances assess risk. Host Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Sponsors vCIOToolbox: https://vciotoolbox.com Sales MaturIT: https://salesmaturit.com

Brian Gillette is a notable figure in the Managed Service Provider (MSP) industry, renowned for his expert knowledge in sales coaching and growth strategies. As the founder of Feelgood MSP, he has honed his skills over a 15-year career in sales and particularly within the MSP channel since 2017. Starting as a VP of Sales for a small MSP in Southern California, Brian distinguished himself by achieving remarkable growth, expanding their Monthly Recurring Revenue (MRR) significantly. His approach to sales is linear and is based on doing the right thing consistently over time, rather than seeking rapid, unsustainable expansion.

Episode Summary:

In this episode of MSP Business School, host Brian Doyle welcomes sales coach Brian Gillette, who brings an enlightening perspective on acquiring clients and managing growth in the MSP sector. The session is a deep dive into pragmatic sales strategies that Brian Gillette has effectively utilized and now shares as a coach.

The episode begins with Brian Doyle introducing the upcoming BCIO Toolbox event, followed by exploring Gillette's journey from a VP of Sales to a highly respected sales trainer in the MSP community. A substantial segment provides actionable insights into cold calling and LinkedIn strategies, stressing the importance of grit and consistent action over mere information or methodologies.

Key Takeaways:

• Linear Growth Over Quick Wins: Success in sales within the MSP market is about consistent, linear progress rather than overnight growth.

• Practical Selling on LinkedIn: Utilize the power of LinkedIn by expanding your network and gently engaging with leads throughout time.

• Cold Calling Approaches: Modify your approach to cold calling by focusing on human interaction, respecting the recipient's time, and not taking rejections personally.

• Importance of Execution: Knowledge of sales tactics is beneficial, but the real game-changer is consistent execution.

• Value-Driven Workshops for MSPs: Brian Gillette offers monthly workshops aimed to provide comprehensive sales training for MSPs at an accessible price.

Show Website: https://mspbusinessschool.com/

Guest Name: Brian Gillette

LinkedIn: https://www.linkedin.com/in/brian-gillette/

Company: https://feelgoodmsp.com

Host: Brian Doyle

LinkedIn: https://www.linkedin.com/in/briandoylemetathinq/

Sponsors

vCIOToolbox: https://vciotoolbox.com

Sales MaturIT: https://salesmaturit.com

Show Website: https://mspbusinessschool.com/

Guest: Connor Swalm, CEO Linkedin: https://www.linkedin.com/in/connor-swalm/ Company: Phin Security Website: https://www.phinsec.io/ In this insightful episode of MSP Business School, host Brian Doyle sits down with Connor Swalm from Phin Security to discuss the entrepreneurial journey and the innovative approach Phin Security is taking to simplify cybersecurity training for MSPs. The conversation delves into Connor's backstory, his initial foray into real estate, and his subsequent pivot to cybersecurity following a pivotal loss that reshaped his life and career. Connor provides a frank perspective on the challenges of starting a business and underscores the importance of passion beyond just a dislike for one's job. He also shares his experience networking with industry peers to grow your brand. ###Key Takeaways: * Starting a business requires more than dissatisfaction with a job; passion and resilience are crucial components. * MSPs need easy-to-use tools to maintain cyber awareness training and ensure compliance without overburdening their staff. * Phin Security is focused on automating and simplifying cyber awareness training, making it more accessible and effective for MSPs. * Future advancements in cybersecurity training should integrate naturally within business systems for proactive defense. * Community and mentorship within the MSP industry are invaluable and help drive innovation and success. Host Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Sponsors vCIOToolbox: https://vciotoolbox.com Sales MaturIT: https://salesmaturit.com

In the latest installment of MSP Business School, Brian Doyle hosts an insightful conversation with compliance experts Bo Bito and Angelika Mayen from Render Compliance. The episode zeroes in on the increasingly critical subject of SOC 2 compliance for Managed Service Providers (MSPs), delving into the nuts and bolts of the process and offering pearls of wisdom for businesses considering the SOC 2 journey.

The discussion kicks off with a detailed expedition into the SOC 2 process, demystifying the steps from an MSP's standpoint. Bo and Angelica highlight the importance of involving experienced personnel or consultants early on and underscore the value of engaging with auditors in the initial stages. Offering a rare peak behind the SOC 2 curtain, they detail the differences between SOC 2 Type 1 and Type 2 reports, explaining the significance of each type in establishing and demonstrating a company's commitment to security and compliance.

Key Takeaways:

• MSPs looking to obtain SOC 2 compliance should start by evaluating in-house expertise, consider working with consultants, and connect with auditors early in the process.

• SOC 2 Type 1 vs. Type 2: Type 1 evaluates the design of controls at a point in time, while Type 2 assesses how those controls operate over a period.

• Engaging with technology and tools such as compliance platforms can streamline the SOC 2 process by organizing tasks and centralizing evidence collection.

• Timeline and cost: A typical SOC 2 engagement may span nine weeks, with costs starting from $16,000 up to $40,000, depending on various factors like business size and control complexity.