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Peer Practices
December 15, 2021

Putting the Ball in the Client’s Court With DMI™

Antonio Neglia

How MSPs get clients to invest in their IT infrastructure with tips from Kendra Schaber, Client Services Manager at Alt-Tech Inc.

Putting the Ball in the Client’s Court With DMI™

As Alt-Tech Inc.’s Client Services Manager, Kendra Schaber is responsible for all things client-facing. Whether connecting with clients, ensuring their quality of service, or managing procurement and ticket resolutions, it’s no secret that Kendra plays a vital role in All-Tech’s operations. She also likes to hunt. 

As a ScalePad Partner for four years, Kendra has put together a series of best practices her team follows when tackling their clients’ environments. Don’t worry, you won’t need to hunt for the info yourself, we took notes. Kendra uses ScalePad’s Digital Maturity Index, both externally and internally, to help her team achieve MSP mastery. How does she do it?

She Uses ScalePad to Put the Ball in the Client's Court

A key motivator for Kendra is getting clients to invest in their environment. Although Windows 10 has been the standard for the last few years, clients are still found using outdated assets running Windows 7. To get clients motivated to modernize, Kendra hosts regular meetings with her clients and introduces them to a transparent view of their environment.

Kendra uses a three-step process made up of ScalePad’s key risk mitigation functionalities —  reports, Insights, and DMI to get the ball rolling. 

1. Uses DMI to identify the overall health status of each client environment. This score changes daily, and immediately draws attention to environments with issues.

2. Insights surfaces these issues down to an asset-level view, so no time is wasted manually searching for them.

3. Communicate the risks found in their clients’ environments with risk reports. The client now knows what assets are at risk in their environment and Kendra motivates them to change with monthly review meetings.

Where’s the ball now? In the client’s court.

She Tracks DMI to Show Internal Value

DMI scores play a key role in how Kendra’s team communicates with Alt-Tech’s stakeholders. Because DMI shows a bird’s-eye view of their clients’ environments, Kendra’s team is able to validate that their efforts to improve them are paying off. 

Kendra regularly reviews client meetings with management to answer questions or concerns their clients may have, while assessing their efforts to improve their environments. Presenting improved and consistently high DMI scores shows that employees have been accountable for assets assigned to them. To Alt-Tech, accountability means getting rid of old assets to save the client’s time and money, while reducing the amount of incoming service tickets tied to bad assets. DMI is used to show progress, track change, and validate the right steps are being taken to improve the client environment. Trending DMI enables Kendra to see real progress made with her clients over time, identify any dips in the environment, and address the underlying issues in real time.

DMI is validation that we are improving our clients' environment. It shows us that we’re making progress with clients and we’re moving their infrastructure forward.

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