How Brendan Cosgrove, COO at TeamLogic of IT Mission Viejo, integrates ScalePad into standard operating procedure
ScalePad is the tool trusted by the world’s top MSPs to get clients to invest and improve their IT environments. But to TeamLogicIT of Mission Viejo’s COO Brendan Cosgrove, ScalePad is more than just a tool in a tech stack — it’s part of their standard operating procedure.
As a provider of technology services across North America, TeamLogicIT understands that no two client IT environments are the same. Because of this, it’s important for them to have a transferrable, laser-focused SOP that can ensure all areas of the client environment are looked after and issues are taken care of. Extended warranties serve as a driving force behind this approach.
Here are four of Brendan's top MSP operations tips:
- Get Your Technicians Onboarded With ScalePad
- Use Hardware Lifecycle Reports to Make Decisions
- Help Clients Understand the Value of Extended Warranties
- Simplify and Personalize Your Service
1. Get Your Technicians Onboarded With ScalePad
Time is a resource every MSP can never have enough of, so reducing the prep work associated with regular strategic meetings with clients was a no-brainer for Brendan and his team. Manual preparation of briefs required a combined prep and brief time of five hours, per client. Knowing this, it was easy to see that the process wasn’t scalable when applied to hundreds of clients. They needed a better way. This is where ScalePad came into play.
TeamLogicIT of Mission Viejo shares critical information in real time with team members who need it via ScalePad. L2 technicians and higher are onboarded with ScalePad and given access to automated hardware lifecycle reports. Prep-time is cut down to just clicks. Techs are now able to instantly assess the health status of each clients’ environment and identify problematic assets. By having this information available to them anywhere and anytime, time spent manually sifting through data, and speculating on root causes is saved, and can be spent working with clients to improve their environments. Critical information is on tap for those who need it.
2. Use Hardware Lifecycle Reports to Make Decisions
TeamLogicIT holds quarterly Client Technology Advisory meetings to review 6, 12, and 36 month outlooks for their clients. To ensure budgeting, purchasing, and planning future client hardware refreshes are streamlined, they use ScalePad’s hardware lifecycle reports to prepare clients for what they need to do.
These reports present a list of hardware assets, including their original purchase date, warranty coverage dates, and age. This data is pulled and sorted from the RMM and PSA tools in TeamLogicIT’s stack, and deduplicated in ScalePad. With clean, accurate data, Brendan and his team can then effectively lay out a roadmap for each client, without wasting time trying to organize and make sense of it.
3. Help Clients Understand the Value of Extended Warranties
One thing TeamLogicIT of Mission Viejo does exceptionally well is getting their clients to understand the tremendous value in having warrantied hardware assets. Hardware has become commoditized, and supply chain availability challenges caused by the COVID-19 pandemic have left clients reluctant to invest in new devices. At the end of the day, clients would rather not spend $1,000 on a new desktop or $10,000+ on new servers if they can get warranty coverage for a fraction of the price and extend the life of their devices. With clients more interested in extended warranties than ever, it’s no wonder warranty discussions internally, and with clients, are non-negotiable for Brendan.
But there’s more to it than just extending the life of hardware. One reason why TeamLogicIT relies on ScalePad Warranty Services is that it quite literally pays for itself. Unlike other warranty service providers, ScalePad’s model is very price competitive and offers MSPs more flexible margins.
Rather than jumping through hoops to receive warranty quotations from manufacturers, TeamLogicIT makes full use of ScalePad’s in-platform warranty services. Warranty procurement and renewals are available in ScalePad with as few as four clicks, allowing for their client devices to be protected in seconds. Come the time for the truck to roll, technicians simply open requests in ScalePad in seconds, and sit back with warranty support services on par with, if not better than other warranty providers. This is why TeamLogicIT bakes a requirement for extended warranties right into their service level agreements with clients.
4. Simplify and Personalize Your Service
As Brendan describes it, TeamLogicIT of Mission Viejo is a business that serves people with technology, and translates technical requirements into meaningful information clients can understand. The core fundamentals of this statement can also apply to your MSP. Whether extending the life of a device, or replacing it altogether, leverage the data found in ScalePad to find the best way to approach your clients and propose the best solution most applicable to them.
Use ScalePad to get everyone on your MSP's team on the same page. Do this, and you’ll be ready to improve your clients’ environments when the rubber hits the road.
My technicians know that ScalePad Warranty Services are backed by sound action. They don’t need to jump through 37,000 hoops to get service. It’s simply open the app, make a few clicks, and a guy shows up to get systems back in action.