Service Operations - Is It Helping or Hurting Your Technology Business?

  • Cassie Kerr
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    Cassie Kerr

    Ms. Kerr has experience along every rung of the MSP ladder, having begun her IT career six years ago as a temp at an MSP help desk. From there, she quickly worked her way into operations and management roles, culminating with her previous position as the Operations Manager for a well known technology company.
  • February 5, 2023
  • 2 minute read

From the moment that you receive a signed contract, you are on the clock to complete the work that you promised that client.

Service operations are the processes you and your team go through to make that happen. Whether you know it or not, you follow a system of operations that lead you to complete the job.

You can become more profitable by defining, tracking, and optimizing those processes.

The more systemized and documented you are, the better. Not only will this give your team the information needed to complete these tasks to your expectation, but it will also help you track their success, optimize to increase efficiency, and quickly onboard additional team members as you begin to scale.

For example, check out how small improvements to a dispatching process brought this MSP’s service delivery to the next level:


The existing dispatch process


This MSP had a dedicated Operations Coordinator that would schedule technicians to complete onsite client tickets.

As the process stood, technicians would drop into a Teams channel ticket numbers that required a site visit for the Ops Coordinator to schedule with the client.

The system was not efficient for the Ops Coordinator because they had to continually look up tickets, schedule them, and then return to the Teams channel and try to find their place in the ever growing list of messages.

Our steps for Optimization

  1. Create a Ticket Status “Needs Scheduling”

By allowing the technicians to place tickets under this status, they no longer had to utilize Teams. Staying in ConnectWise, the Ops manager could see all the tickets that needed scheduling, email the client with the service time, and update the ticket status to “Scheduled.”


  2. Automatically add the Ops Manager to the ticket if it goes from “Scheduled” to “Client Updated”

If the client responds to the schedule email with a cancelation or time change, the Ops Manager automatically sees that and adjusts the technician’s schedule appropriately. This helped to avoid sending techs out to a client’s office while the client was unavailable.


  3. Add in a step to track the efficiency of your scheduling

This could look different based on how your business operates. For this MSP, we added a workflow to change the ticket status from “Needs Scheduling” to “Aged Scheduling Request” if it had not been updated within 24 hours.

This way, the Ops manager could prioritize scheduling to ensure customer satisfaction, and keep tabs on if they needed additional help to schedule and dispatch their techs quickly.


The Results

Our optimization steps are just a summary of what we were able to develop for our client, and scheduling technicians is only one small part of your entire service delivery. However, with these changes, they saw a considerable improvement in their customer’s satisfaction. Additionally, they reduced the time it takes the Ops manager and their dispatchers to complete scheduling and saves their techs from going out on “no show” calls, improving their profitability.

Scheduling service techs is only a small part of a technology business’s service operations.

We have identified 15 key processes for service delivery that need to be optimized if you want your business to grow sustainably. To get your service operations working for you, it takes time, dedication, and employee training.

Here at Sierra Pacific Group, we have done the hard work for you and are ready to help your business take off. Schedule an introductory call today. 

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