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Empowering Your MSP Business to Grow and Prosper—One Post at a Time

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

Featured Post

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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Ray Vrabel

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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Recent Posts

6 Profitability KPIs You Should be Tracking

Posted by Ray Vrabel on November 7, 2017

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In today’s increasingly-digital business landscape, everything is measurable. Whether it’s the ROI of a given marketing initiative, the effectiveness of an entire sales department, or the average cost of new customer acquisition, one thing is clear: businesses with a strong analytics program in place have a significant advantage over those that don’t. 

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Topics: Business Development and Growth, Revenue Growth and Profitability

Note to MSPs: Be a Car Manufacturer, Not a Parts Dealer

Posted by Ray Vrabel on January 3, 2017

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Is the whole greater than the sum of its parts? In managed IT services, absolutely.

Let’s say I just started my own business as a traveling salesman. In order to power my business, I need to invest in a mode of transportation. Assuming I’m staying local, to travel from point A to point B, I decide to buy a car. Now, rather than purchase wheels, an engine, pedals and all other parts required to assemble an automobile, wouldn't it just be smarter to leave that to the professionals and drive the fully-built car off the lot hassle-free? 

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Topics: Business Development and Growth, Revenue Growth and Profitability, Sales and Marketing

Is Your Managed Services Business Running Into These 5 Problems?

Posted by Ray Vrabel on December 13, 2016

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The managed services market is predicted to grow from $145.33 billion in 2016 to $242.45 billion by 2021 at a 10.8 percent CAGR! With such an outlook, it's no wonder so many MSPs are seizing this opportunity.

Whether proactive IT management has been your primary business model for years or you're exploring the managed IT services advantage for the first time, the potential for revenue growth is significant. Yet, maybe you've struggled to capitalize on this growing market. You're not alone. Here are five of the most common problems MSPs encounter and how you can avoid these pitfalls in your own business.

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Topics: Business Development and Growth, Revenue Growth and Profitability, Sales and Marketing

The Dos and Don'ts of an MSP Sales Discovery Call

Posted by Ray Vrabel on May 5, 2016

Let’s face it, no one likes to cold call anymore. It’s a lost art. In 2016 with Web, social, and inbound marketing, we like when our leads and prospects come to us. But how do we engage with these contacts once we have them? What's that next step? 

Welcome back to our MSP Sales Success blog series, a collection of posts that dive deep into the sales journey and answer what you've been asking for some time: "How do I sell managed services?"! In this next post, we review the anatomy of a sales discovery call. 

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Topics: Business Development and Growth, Revenue Growth and Profitability, Sales and Marketing

3 Ways to Upset Competitors and Achieve Your MSP Goals!

Posted by Ray Vrabel on May 3, 2016

In my previous blog post, I discussed how to change how you measure technical staff, sales/marketing and help desk staff benchmarks. However, while it’s important to set measureable benchmarks, that’s not enough. You also need a plan to overcome obstacles that could prevent you from meeting or exceeding your goals. Let’s discuss three best practices to succeed in this new managed IT services business model.

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Topics: Business Development and Growth, Revenue Growth and Profitability, Sales and Marketing

Change How You Measure These 3 Managed IT Services Benchmarks!

Posted by Ray Vrabel on April 13, 2016

Looking to change how you measure company benchmarks, specifically when it comes to techs, salespeople and help desk staff? If you think you can use the same measurement tools you were using before you implemented a managed IT services model, then you are doing yourself – and your employees and customers – a disservice.

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Topics: Revenue Growth and Profitability, Sales and Marketing, Help Desk

6 Things MSPs Need to Consider to Keep Themselves in Check

Posted by Ray Vrabel on March 16, 2016

6 Things MSPs Need to Consider to Keep Themselves in Check

image source: http://quotesgram.com/due-date-quotes/

Now that you’ve been at it for maybe six months to a year (or more), it’s time to look at your business as a whole, not just in parts. Let’s see what’s working, what’s not and what needs to be fine-tuned.

Below are the six items to be looking at when conducting your managed IT services reality check.

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Topics: Business Development and Growth, Sales and Marketing

4 Biggest Threats for MSPs: Coach's Corner Episode 11

Posted by Ray Vrabel on August 6, 2015

Bring it in, team. This week we're going over some of the biggest potential threats that may arise for your business. In the ever-changing world of IT, it's important to try to stay ahead of the game and know when and where new opportunities appear. Huddle up with me, Coach Raymond Vrabel, Director of Technical Account Management at Continuum, as I give you the4 biggest MSP threats, and the strategies on how to overcome them. Tune in now!

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3 Ways to Prevent Game Over When Malware & Viruses Attack

Posted by Ray Vrabel on July 16, 2015

In last month’s installment of “Better Call an MSP,” I discussed how to identify the current stage of your MSP. This time, let’s focus on how to stay ahead of the game when it comes to malware and virus attacks. It used to be that simply installing an anti-virus or anti-malware program for clients would deliver complete peace of mind regarding computer security and protection. Now, there is a growing trend where hackers are making a living out of exposing and uncovering flaws and gaps within the security protection programs that you and clients have been relying on.

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Topics: Information Security, Cybersecurity and Threat Management

Are You Avoiding These Common MSP Pitfalls?: Coach's Corner Episode 10

Posted by Ray Vrabel on July 1, 2015

Bring it in, team. In this fast paced world of MSPs, it's challenging to cover all the bases when you're going 100 miles per minute. However, it's imporant to take a time out and make sure you're not leaving anything, or anyone, behind. Huddle up with me, Coach Raymond Vrabel, Director of Technical Account Management at Continuum, as I give you the top 4 common MSP Pitfalls and how to avoid them. Tune in now!

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RMM 101: Must-haves for Your IT Management Solution
MSP Guide to Managed Services SLAs  [white paper]
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