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5 Ways to Improve Your MSP Service Level Agreement (SLA)

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5 Ways to Improve Your MSP Service Level Agreements (SLAs)

SLAs are the foundation of your MSP business. They are essential to building strong client relationships and must be clear, reasonable and well-constructed.

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3 Steps to BDR Sales Success - Pt 1: Coach's Corner Episode 5

Posted April 2, 2015by Ray Vrabel

Bring it in, team. We're continuing our phenomenal managed IT services season with Continuum Coach's Corner, an educational video series designed to teach MSPs the business strategies and best practices needed tosucceed in the ever-changing IT world. Huddle up with me, Coach Raymond Vrabel, Director of Technical Account Management at Continuum, as I map out play-by-plays to increase your revenue and profitability. In this epsiode, we give you Part 1 of our 3 Steps to BDR Sales Success.

BDR sales depend initially on a thorough assessment of a client's needs. MSPs need to know not only what data and systems are critical to their businesses, but also what kinds of continuity or recovery mechanisms are already in place. They also need to understand how the client has reacted to previous IT disruptions and what the customer is willing to invest in a BDR solution. It's essential to understand the client's industry to account for any regulatory or compliance concerns you may run into. So what are you waiting for? Tune in now!

 

 


Below you'll find a still of today's whiteboard and a transcription of the lesson:


Screenshot_CCC_2

 

Video Transcription:

Let's talk about step one to a successful BDR sale, the assessment phase. BDR sales depend initially on a thorough assessment of client needs. MSPs need to know not only what data and systems are critical to the business but also what kinds of continuity or recovery mechanisms are already in place. They also need to understand how the client has reacted to the previous IT disruptions and what the customer is willing to invest in a BDR solution. It's essential to understand the client's industry to account for any regulatory or compliance concerns you may run into.

Let's walk through the steps to a thorough BDR assessment. Step one, examine the client's policies and standards. Your client's unique needs are the foundation of subsequent data protection and disaster recovery work. To be successful you'll need an understanding of the operating requirements and their environment.

Step two, critically review existing systems. Look at these systems with an eye towards systems that need upgraded or consolidated.

Step three, develop a business impact assessment, or BIA. The BIA maps backup and disaster recovery priorities for a given business including the lines of jurisdiction, areas of primary business concern, and the order of which the system will need to be restored.

Step four, deliver a comprehensive BC/DR plan. This plan adds technical specifications, data recovery stratification mapping, and additional details such as testing schedules, contact trees, and the parties responsible for reporting and mitigating disruptive events.

Following these steps in the assessment phase will help you ensure a successful BDR implementation.

 

Check out previous episodes for lessons like pricing strategies and elements to include in your Service Level Agreements (SLAs)!

Become a BDR expert! 

Hope for the Best, Plan for the Worst: The Keys to Effective Backup & Disaster Recovery
 
 
 
 

Ray Vrabel is Continuum's Director of Technical Account Management and participates in product and service growth initiatives, and also manages Continuum's Technical Account Management team, which supports over 3,500 partners worldwide. Prior to Continuum, Ray joined Zenith Infotech in 2005 and held several positions including Service Desk Manager, Sr. Technical Account Manager and Sr. Manager of Service Operations. He currently has over 15 years of experience in the IT industry, specializing in Managed Services, Disaster Recovery, and Cloud Solutions. Prior to Continuum and Zenith, Ray worked at ANH Refractories, a world-class provider of Refractories products, in their Service Desk Department supporting 53 locations and 1,500 employees. Ray also worked for a startup venture at Body Media a pioneer in wearable body monitoring systems as a technical lead in their Technical Customer Support Department. Ray holds a Bachelors of Science in Business Technology Support and Training from Indiana University of Pennsylvania.

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