What is Virtual Administration Services?

What is Virtual Administration?

With Virtual Administration, you get a team of PSA, CPQ, and RMM system consultants on-call to perform administrative tasks and answer questions 'as needed'.

You could spend hours searching for the answer online, or waiting for a response to a social post.

Or...you can get unlimited consulting, administration, and support from SPG.

72-Hour Response Time
Get help for your support or admin needs quickly and efficiently

Meet 1:1 with Consultants
Unlimited requests for one predictable monthly fee

Execution When You Need It
Turn your vision into a reality with our team of systems experts

What value does outsourcing administrative services
Bring to my IT/MSP business?

Growing IT businesses greatly benefit from having more staff on hand to handle increasing client demands, but the expenses that go into hiring and supporting more full-time employees can add up quickly.

This limits the potential for growth and slows any momentum that your company has built. Some companies believe that if they are constantly hiring new staff, they are growing, only to find that the core process and role structure is missing. Rather than growing slowly, they’ve reversed their growth. This is how companies get stuck just beneath the glass ceiling.

Outsource the work to SPG, and ensure that your company maintains steady growth while keeping the core of your team focused on internal tasks.

Add capacity to your team
Focus on servicing paying clients
Spend less time training internal staff
Reduce burden and overhead costs
Provide executory resources to team leads
Get more done with less people
Grow rapidly
Maintain company focus
Retain flexibility

"Can't we just hire for this role internally? My company is growing fast and making changes constantly. It may make more sense to hire one or two intelligent people, and create a team in-house."

While hiring an internal resource with PowerShell expertise may seem like a viable solution, it's important to consider the bigger picture. An internal resource, no matter how intelligent, may lack the broader perspective, business acumen, and experience necessary to truly optimize your RMM tool while also driving the business towards growth and efficiency goals.

In addition, finding a system specific RMM admin tends to be difficult

(and ridiculously expensive to hire for).

According to a study by the Society for Human Resource Management (SHRM), the average time to fill a position for IT professionals is 50 days, which can be significantly longer for specialized roles like an RMM administrator (and even more so for a ConnectWise Automate RMM expert with PowerShell experience).

Read The Blog >>

The cost of hiring internally:

Average recruitment cost per hire is $4,129 (source: SHRM Human Capital Benchmarking Report).

Average training cost per employee is $1,286 (source: Training Magazine's Training Industry Report, 2019).

The average salary for a Systems Administrator ranges from $60,000 to $80,000 per year, depending on experience and location. For this example, let's assume an average salary of $70,000.

Benefits typically add an additional 30-40% to the base salary. Assuming 35%, benefits would amount to $24,500.

Providing the necessary hardware and software tools for the RMM administrator may cost around $3,000 to $5,000.

Total Yearly Cost To Hire Internally:
$4,129 (recruitment)
$1,286 (training)
$70,000 (salary)
$24,500 (benefits)
$4,000 (equipment and software)
Total Yearly Salary: $103,915
Average Yearly Cost to Outsource to SPG: $50,000

Reduce Costs With Outsourced System Expertise

In today's fast-paced and ever-changing IT landscape, staying ahead of the curve is crucial for the success of IT businesses.

To effectively navigate this dynamic environment, businesses need their systems to not only adapt but also evolve in line with emerging trends and evolving customer needs. That's where Virtual Administration comes into play!

At Sierra Pacific Group, we offer Virtual Administration as a managed service to help IT businesses create a culture of continuous improvement with expertise and capacity. If your IT company is looking to improve data accuracy, maximize efficiency, and reduce costs savings with staff augmentation, then Virtual Administration might be exactly what you need for your PSA, CPQ, or RMM systems.

Virtual Administration helps you optimize costs associated with system management and maintenance. By outsourcing these tasks to our experienced consultants, you can reduce the need for dedicated in-house resources, minimize training and recruitment expenses, and eliminate the overhead of managing complex systems. This cost optimization allows you to allocate your resources more efficiently and invest in strategic initiatives that drive business growth.

DURING PROJECT
AFTER PROJECT
STAND ALONE

DURING PROJECT

Should you purchase VA at the start of a project?

If you are embarking on a major project, such as implementing or improving a system, it can be beneficial to engage Virtual Admin services during the project.

This allows you to leverage the expertise of Virtual Admins, while the project team is executing the scoped project work, to quickly make configuration changes to support day-to-day business needs.

AFTER PROJECT

Should you purchase VA post project?

Once a project is completed, you may realize the need for ongoing administrative support to maintain efficiency and process adherence.

Engaging Virtual Admin services after a project ensures that you have dedicated resources to quickly execute on administrative tasks and proactive system maintenance, creating a culture of continuous improvement.

STAND ALONE

Should you purchase VA as a stand alone service?

Virtual Admin services can also be engaged as a standalone service, independent of any specific project. This option is ideal for businesses that don't need system improvement right now.

Whether you need assistance with system configurations, data management, process automation, or other administrative tasks, SPG's Virtual Admins can provide the expertise and resources necessary to streamline operations and drive efficiency.

OUR TEAM IS YOUR TEAM

Systems administration involves streamlining and automating repetitive tasks, optimizing workflows, and standardizing processes.

While you may have some extremely intelligent people in-house, this is what I live and breath every day. Your people may be brillant, but I set-up over 900 workflow rules across 150 PSA systems in the last 5 months alone!

Ashley Wiedeman
PSA/CPQ Systems

My team is passionate about tailoring N-able N-central RMM to your specific requirements.

We take the time to understand your business, its unique processes, and pain points. This enables us to craft custom scripts that automate tasks, boost efficiency, and drive efficiency & productivity for your team.

William Kothlow
RMM Systems

By leveraging systems administration and expertise, businesses can unlock financial benefits that contribute to their success and competitiveness in today's digital landscape. I have to say, one of them is reduced payroll costs.

Amanda Williams
Finance Systems

PSA Systems

The most successful technology businesses set specific, achievable business objectives. However, to achieve those objectives, you need solid, repeatable processes and the ability to manage those for results to get your company there.

Our PSA/CPQ Virtual Administration service ensures optimal utilization of your ConnectWise PSA and CPQ systems.
Our expert consultants will configure and fine-tune these platforms to align with your business processes, enabling you to effectively manage resources, streamline workflows, and improve profitability.
With streamlined service delivery processes, you can enhance client retention, drive recurring revenue, and build strong customer relationships.

RMM Systems

Automating systems for better client outcomes has become the new critical success factor for technology service leaders. We can help by developing standard and custom PowerShell scripting, customized to your needs and the needs of your clients.

Get better return on your staff through more automation, more endpoints per technician, more efficient use of your talent
Our experienced consultants will configure your RMM system to ensure that only relevant and actionable alerts are received, reducing alert fatigue and improving technician efficiency.
By leveraging our expertise in RMM system optimization, you can effectively manage a large number of devices, improve service delivery, and scale your operations.

Finance systems

Employing a full time bookkeeper is essential for every IT business, but most bookkeepers don't understand ConnectWise. Our ConnectWise proficient bookkeepers will handle all aspects of bookkeeping, including accounts receivable, accounts payable, bank reconciliation, financial reporting, and payroll processing.

Outsourcing bookkeeping to our Virtual Bookkeeping service saves you time and resources.
By maintaining accurate financial records, you can make informed financial decisions, comply with tax regulations, and demonstrate financial transparency to stakeholders.
By eliminating the need to hire and manage in-house bookkeeping staff, you can reduce costs associated with salaries, benefits, training, and software.

Have a question? Here are some FAQ and responses:

How will Virtual Admin Services benefit my team DURING an Improvement Project?

We have extensive experience working with numerous ConnectWise partners, and a common theme we've observed is the ongoing need for administration and support. The reality is that business operations continue even during improvement initiatives.

If you're considering or have already invested in an Improvement Project, chances are your team has been relying on manual processes for a while. Recognizing the need for process adjustments, your team agrees that a change is necessary.

When your team engages with SPG, a transformative shift occurs. They witness tangible improvements being implemented and start to experience newfound efficiencies within the system. This progress prompts them to become more proactive in seeking answers and engaging in effective communication.

Rather than struggling to solve challenges independently, your team discovers the value of delegating the "figuring it out" aspect to our expert SPG team. As your trusted systems experts, we are here to address your team's questions, provide guidance, manage administrative tasks, and even arrange consulting sessions beyond the project scope. Our goal is to help you optimize and customize the system in the most effective manner.

I have one or more admins on staff who are fully dedicated to this work. Can I 'opt out' of the VA add on?

Yes, it's possible to opt out if you have skilled system administrators on your staff. However, before making that decision, it's worth considering the following points:

Having someone who can make changes to the system doesn't necessarily mean you have an expert resource with practical experience who can be held accountable for proactive system maintenance and process adherence.

The advantage of leveraging SPG's virtual administrators is their wealth of experience. This means we understand the underlying causes of the symptoms you're experiencing and know precisely how to address them.

SPG maintains a repository of best practices and proven processes that your team can review and consider. This serves as a valuable resource for establishing your standard operating procedures (SOPs) and offers inspiration for future requests.

In many cases, we find that "system admins" are essentially tier 3 technicians with an additional role. If this is the case, the resource may perform delegated tasks that could have long-term detrimental effects on the business, such as unintentionally removing items from the product library.

By partnering with SPG, you can ensure that your system administration is in the hands of experts who possess the necessary experience, accountability, and proven methodologies to safeguard the integrity and efficiency of your systems. Our dedicated virtual administrators are committed to delivering exceptional service and supporting your business's long-term success.

I purchased the Virtual Admin Services from ConnectWise. Is it the same thing?

SPG offers a distinct service that sets us apart from ConnectWise's VA services. When you choose SPG, you benefit from the expertise of real-world consultants who possess the skills to tailor the system to your unique requirements, leveraging the capabilities of the tool.

While ConnectWise's VA resources are often considered "product specialists," our consultants bring a deeper level of expertise. They have hands-on experience using the tool in an IT business setting, allowing them to provide practical insights and customized solutions.

ConnectWise's VA services primarily offer guidance aligned with the provided documentation. In contrast, SPG goes beyond guidance.

We create custom solutions and specific standard operating procedures (SOPs) to support your business. Additionally, we not only provide guidance on how to execute tasks but also execute them on your behalf, ensuring efficient and effective implementation.

By choosing SPG, you gain access to a team of experienced consultants who can deliver comprehensive execution, support, and consulting services.

We are dedicated to tailoring the system to meet your specific needs, optimizing its functionality, and providing ongoing assistance to drive your business's success.

What is the difference between Block Time and Virtual Admin Services?

BLOCK TIME:

When you purchase block time, you are essentially pre-paying for consulting services by the hour with SPG.

Our rates for Block Time start at $200/hr (for a 50+ hour block). To utilize your purchased time, a point of contact (POC) at your company needs to submit a request through our service board.

Once we receive your request, we will assign the most suitable consultant to address your needs and provide their calendar scheduling link. Typically, availability is scheduled 5-7 days in advance.

We will keep you informed about the remaining hours in your block. In the event that you exhaust your pre-purchased hours while our team is working on your request, we will continue to fulfill your needs and bill any overages at $275/hr.

VIRTUAL ADMIN:

Our Virtual Admin service offers unlimited requests for administrative, consulting, or support tasks, without the limitation of hourly quotas. It provides a monthly predictable fee for your convenience.

As part of this service, you will have access to our Proven Processes Membership site, where your team can explore standard operating procedures (SOPs) and find inspiration for proactive requests. Additionally, you will enjoy priority booking slots and monthly recurring check-in calls to ensure that you are maximizing the value derived from this service.

We offer flexible terms, including both 12-month and month-to-month options, allowing you to select the plan that best suits your company's needs.

To provide peace of mind, our Satisfaction Guarantee allows you to terminate the 12-month agreement within the first 60 days if you feel that you are not receiving sufficient value from the service.

If I don't select to add-on VA services at the start of my project, can I add it on later?

Yes, you can!

You have the flexibility to add on Virtual Assistant (VA) services at any time to complement your existing engagement with SPG.

However, there are a few considerations:

Our most cost-effective option for VA services is a 12-month term, which is typically bundled with an Improvement or Implementation Project. This option starts at $800 per month with a 12-month commitment.
If you decide to add on VA services a few months into the project, there is a one-time onboarding fee of $500, along with a 10% rate increase. This option starts at $1,000 per month with a 12-month commitment.
Alternatively, we offer month-to-month VA services, but it is also subject to a 10% increase in rates. This option is priced at $1,200 per month without any long-term commitment.

Please let us know which option aligns best with your needs, and we'll be happy to accommodate your request!

Why do I need VA as an additional service? Isn't all execution, support, and consulting included in my project?

If you have purchased an Improvement or Implementation Project, the fixed fee includes specific areas of execution, support, and consulting as outlined in the plan of execution. These services are structured with weekly recurring consulting sessions and Q&A sessions upon completion of each phase. It's important to note that any additional requests for execution, consulting, or support outside of the structured plan may not be accommodated. This ensures that the project work is completed within the designated timeline and budget.

For example, if you encounter issues such as incorrect invoice information that needs to be resolved for billing clients by the end of the week, difficulties in converting a sales order for a major client, or the need to migrate data and onboard new employees after acquiring a company, these actions can be covered by block time. However, relying solely on block time for immediate assistance during urgent situations can sometimes be challenging.

If you anticipate such scenarios or require immediate support, we recommend considering the option of Virtual Assistant (VA) services. VA services provide unlimited requests for administration, consulting, and support on a monthly predictable fee basis. This allows you to have the flexibility and peace of mind knowing that you can receive timely assistance and support for critical business needs.

DON'T KNOW, WHAT YOU DON'T KNOW?

We totally get it.

While it's great that you have a proactive mindset and recognize the potential for improvement in your organization, identifying the specific areas where improvement is needed can be challenging. Especially when you are deeply involved in your own operations.

This is where Sierra Pacific Group can provide valuable expertise.

As consultants, we bring an experienced and objective perspective to your business. Our team will conduct a comprehensive evaluation of your current systems, operations, and processes. By gaining a deep understanding of your business, we can identify potential blind spots or inefficiencies that may not be apparent from an internal standpoint.

Once we identify areas for improvement, we work collaboratively with your team to create a plan of action. This includes strategic recommendations, introducing supporting third-party apps, and providing training and education to upskill your team for efficient day-to-day operations.

Our goal is to help you discover and implement a better way of doing things. While you may not be aware of all the possibilities yet, together we can uncover areas for improvement and drive your business forward.

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Supported Systems Overview

ConnectWise Systems (PSA, RMM, CPQ)

N-Able Systems (N-Central RMM)

Finance Systems (QuickBooks, Wise-Sync)

Virtual Administration Services