Using KPIs to Propel MSP Growth

In this episode, Darren Strong, founder of Scalable, and Morgan Aspinall, Product Manager of HaloPSA, are joined by Mit Patel, founder, and former owner of London-based MSP, Netstar. The lively discussion focusses on the strategic use of data to drive business performance in Managed Service Providers.

The conversation explores the importance of setting clear, long-term business objectives and utilising key performance indicators to monitor progress effectively. They emphasise the need for streamlined data dashboards that enhance decision-making capabilities across the organisation, stressing that KPIs should be manageable in number and tailored to individual and departmental roles to ensure meaningful impact.

The episode provides insights into best practices for MSPs, such as how to avoid "KPI chaos" by limiting the number of metrics and ensuring they are actionable and relevant to the specific functions within the company. The discussion also covers how MSPs can improve operational efficiency and profitability by adopting a data-driven approach that aligns team efforts with broader business goals. Practical advice is offered on maintaining operational maturity while growing revenue and profitability, and the significance of understanding the 'why' behind the data to foster team engagement and effectiveness.

Timestamps:
- Introduction and discussion around data-driven performance in MSPs: 0:01 - 0:43
- Emphasis on the role of data and KPIs in driving high-performing MSPs: 0:44 - 2:25
- Key processes MSPs should focus on, particularly in financial management: 2:26 - 3:00
- Explanation of "best in class" benchmarks and their significance: 3:01 - 5:59
- Importance of accurate data in business decisions and performance evaluation: 6:00 -10:03
- Challenges and manipulation of CSAT scores in gauging customer satisfaction: 10:04 -18:06
- Discussion on optimising the number of KPIs to avoid "KPI chaos": 18:07 - 32:07
- Summary of episode's key takeaways and closing remarks: 32:08 - 33:17

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Helpful Links:

Employee Retention 101: How to Build a Loyal MSP Business - https://www.scalablemsp.co.uk/employe...

Employee Retention Handbook - https://www.scalablemsp.co.uk/employe...


Connect with us:

Scalable
- Find out more about Scalable: https://www.scalablemsp.co.uk/
- Connect with Darren on LinkedIn:  / darren-strong  
- Follow Scalable on LinkedIn:   / scalable-msp  
- Subscribe to Scalable’s YouTube channel:   / @scalable-msp  

HaloPSA
- Find out more about HaloPSA:https://halopsa.com/
- Connect with Morgan on LinkedIn:  / morgan-aspinall-314b42153  
- Follow HaloPSA on LinkedIn:   / halopsa  
- Subscribe to HaloPSA’s YouTube channel:   / @halopsa  

Mit Patel
- Connect with Mit on LinkedIn:   / mit-patel-7334ba