1. Chris Boyle & Bill McCharen, Presenters
Cloud Services Provider
Cloud Integrator Summit
August 23rd – 24th
San Diego, CA

2.  Who we are
 How to respond to new inquires to set the stage from the beginning that
you’re clearly different (and more competent) than most other IT firms
 How to conduct a detailed discovery and needs analysis to make sure
your proposing the RIGHT solution for that customer
 Key questions to ask prospects to get them to reveal why they’ll buy and
what their hot buttons are
 How to get a prospect to share their current IT costs with you
 Important points and information every great proposal should contain
 The best way to deliver your proposal to the client and explain it to them
 How to create an accurate Total Cost Of Ownership (TCO) comparison of
on premise versus your cloud solution, and then present that to the
customer
 Why customers will buy cloud solutions even if the price is the same (or
slightly higher) than on premise solutions

3. Chris Boyle Bill McCharen
CEO COO
MyITpros MyITpros
Austin, TX Austin, TX
Personal Personal
• Owned a variety of small businesses • Graduate of University of Texas
• Construction, real
• 12 years IT experience
estate, trucking, horticulture and IT
• After joining MyITpros in 2000 • After joining MyITpros as Systems
• Took over operations in 2002 Engineer in 2004
• Bought out founder over 5 years • IT Director in 2008
from 2004 to 2009 • Minor shareholder in 2009
• Became a principal shareholder in
• HTG Peer Groups 2010
• Member since Q1 2009 • MyITpros sales leader
• Facilitator since Q1 2011 • Future CEO of MyITpros
• Married to Louise – 4 stunning grandkids • Married to Nicole – 2 beautiful children

4. • Founded January 20, 1993
• 13 Employees
• $1.87MM Total Revenue (rolling 12 mos. Through July 31, 2012)
• Average annual growth last 5 years: 22%
• On track to hit $2MM to 2.5MM in 2012 (20% to 50% growth over 2011)
• Local leader in Managed IT Services with a particular emphasis and strength in Cloud
Computing Services. As of July 30, 2012:
• Managed Service Clients: 69
• Managed Servers: 300
• Managed Desktops/Laptops: 943
• Revenue Breakdown 2012 YTD:
• 54% Managed & Cloud Services
• 22% Project & Break/Fix Services
• 24% Product & Other

5.  Initial Cloud offerings were Hosted Backup/BCDR
and Hosted Exchange beginning in 2007
 All MyITpros’ servers in the Cloud since 2009
 Our first client on Hosted Server in 2010
 Current Cloud Statistics
◦ Active: 13 Companies / 31 Servers / 198 Users
◦ Pending: 2 Companies / 2 Servers / 58 Users
Monthly Managed Services Growth July 2011 to July 2012
 Core Managed Services Growth: 95%
 Cloud Services Growth: 65%
 TOTAL Managed Services Growth: 87%

6.  The most critical element of professional
services marketing is the service itself.
 Existing clients know what it’s like to work
with you.
 Prospective clients will be impressed when
you address their hottest buttons and answer
their burning questions EARLY, or even
before the ask.

7. What are the TOP THREE IT SERVICES
CUSTOMER HOT BUTTONS?
1. Expected results
2. Timely results
3. Integrity/Trust
How can we address these in marketing and sales?

8. At MyITpros we give prospects a taste of what it’s
like to work with us by:
 Responding FAST when we receive a web inquiry
 Having 100% of incoming calls during business
hours answered by a smart, friendly person who
quickly gets them in touch with a principal in the
firm who can answer their questions and get
them the help they need
 Not selling.
◦ First and always: Answer every question authentically.
◦ Then: Ask good questions and LISTEN.

9. Traditional Sales Model
TRUST

10. Traditional Sales Model
DISCOVERY
TRUST

11. Traditional Sales Model
PRESENTATION
DISCOVERY
TRUST

12. Traditional Sales Model
CLOSE
PRESENTATION
DISCOVERY
TRUST

13. Solution Sales Model
TRUST

14. Solution Sales Model
DISCOVERY
TRUST

15. Solution Sales Model
PROPOSE
DISCOVERY
TRUST

16. Solution Sales Model
PRESENT
PROPOSE
DISCOVERY
TRUST

17. Solution Sales Model
CLOSE
PRESENT
PROPOSE
DISCOVERY
TRUST

18. Client
Testimony
Recommendations
Site Survey

19. Client Testimony

20. Client Testimony
Business Situation
Questions

21. Client Testimony
Business Situation
Questions
IT Situation
Questions

22. Client Testimony
Business Situation
Questions
Business Case IT Situation
Questions Questions

23. Client Testimony
Test Consults
Business Situation
Ballpark Prices
Questions
Site Survey
Business Case IT Situation
Questions Questions

24. Case Study: Aircraft Parts Distribution Startup
Situation at First Call:
 2/17/11: "Is hosted server right for us?”
 We want to focus on the business, not on IT.
 Used to use another MSP at that company, and
felt like they were very costly.
 Starting with 3 to 5 people in the first 6
months, expanding to 10 in the first year

25. Case Study: Aircraft Parts Distribution Startup
Situation Through Close & One Year Later:
 Proposed and closed Hosted Server and Cisco on premise VoIP
 Sales Cycle: Initial call 2/17/11 – Signed Agreements 3/3.
 Only one face to face meeting on 3/2/11
 One year later, on 3/8/2012, Bill sent an email to all our Hosted
Server clients about recent datacenter outages.
 This was the client’s response:
◦ Bill - Thanks for the note. Your service (server, phone, support) has been
excellent the past year and we are glad we chose MyITpros as our hosted
server provider and IT consultant. Hopefully the overhaul will make the
service even better. No need to provide the credit on this downtime.

26. How do you get a prospect to share
their current IT costs with you?

27. Executive Summary including
 Background
 Goals
 Recommendations
And here’s an easy way to help you write a great one

28. Consultative sellers are huge fans of the right questions, and Tom
Sant (Persuasive Business Proposals) has seven that drive writing a
winning proposal.
1. What is the client's problem or need?
2. What makes this problem worth solving? What makes this
need worth addressing?
3. What goals must be served by whatever action is taken?
4. What goal has the highest priority?
5. What product/applications/services can I offer that will
solve the problem or meet the need?
6. What results are likely to follow from each of my potential
recommendations?
7. Comparing these results to the customer's desired
outcomes or goals, which recommendation is best?

31.  Cover Page  A Typical Deployment
 Executive Summary Process
 What is Cloud  Pricing
Computing?
 Startup Costs
 What is MyITpros’
Cloud7?  Reactive/Project Hours
◦ The Webtop (Outside of the Managed
◦ Applications Service Plan)
 What benefits will my  Payment Terms
company see by using  Appendix A –
the MyITpros Cloud7?
The Benefits of MyITpros’
 Who Uses the Cloud?
Cloud7

32.  Including realistic TCO Analysis is almost an
afterthought, but a very important one.
 It helps the buyer rationalize and justify the
decision they’ve already made.

37.  Present the TCO Analysis and proposal
 Present both in person
 Alternative over the phone
◦ Send the proposal and TCO Analysis 30-60 minutes
before the teleconference
 In reality, we send many Proposals via email

38. …even if the price is the same (or slightly higher)
than on premise solutions

39.  Don’t want servers on premise any more (or ever)
 Maintenance is cheaper (internal or outsourced)
 Flexibility * Speed * Agility
 Multiple Offices or Remote Workers
 Highly Mobile or Widely Dispersed Workforce
 Multiple Devices per User
 Device Disparity Between Users
 Scalability Up or Down: Rapid Growth / Downturns
 Focus on Core Business / Competitive Advantage
 Bad Experience with IT Support

40. Case Study: Venture Funded Manufacturing Startup
Situation at First Meeting:
 Executive Leadership meeting at MyITpros office
◦ Five Senior Executives and one Manager
◦ Met at MyITpros because they didn’t have an office yet
 Everyone working from home for at least the first
6 months
 CEO did not want SBS Server at his house
 Start with 6 people, expand to 24 in the first year

41. Case Study: Venture Funded Manufacturing Startup
Situation Through Close & Two Year s Later:
 Proposed and closed Hosted Server, MS and Hosted VoIP
Client Hot Buttons:
 Don’t want servers on premise
 Flexibility * Speed * Agility
 Multiple Offices or Remote Workers
 Highly Mobile or Widely Dispersed Workforce
 Scalability Up or Down: Rapid Growth / Downturns
 Focus on Core Business / Competitive Advantage

42. Case Study: Automotive Body Shop
Situation Before Cloud:
 Existing MS Client for 6 months
 3 locations around Austin
 2 discreet LOB applications with separate
databases at each location
 Horrible infrastructure by previous ITSP
 Very old servers badly in need of refresh

43. Case Study: Automotive Body Shop
Situation After Cloud:
 Proposed and closed Hosted Server
Client Hot Buttons:
 Multiple Offices or Remote Workers
 Focus on Core Business
 Maintenance is cheaper (internal or outsourced)
 Bad Experience with IT Support

44. Case Study: Fast Growing Exercise Equipment Manufacturer
Situation February, 2012:
 Existing MS Client for 1 month
 2 year old company at 40+ users and no server
 Initially wanted SBS Server with MS Exchange
 The day we were deploying the server, the client began
asking for remote connectivity functionality
 MyITpros’ Project Manager halted the project
 Bill came in and demonstrated Cloud7

45. Case Study: Fast Growing Exercise Equipment Manufacturer
Situation Today:
 Proposed and closed Cloud7 with Go Live Date of September 1
Client Hot Buttons:
 Flexibility * Speed * Agility
 Multiple Offices or Remote Workers
 Highly Mobile or Widely Dispersed Workforce
 Multiple Devices per User
 Device Disparity Between Users
 Scalability Up or Down: Rapid Growth / Downturns
 Focus on Core Business / Competitive Advantage

46. 1. Find ways to deliver the message: “This is what
it is like to work with us.”
2. Never stop working to improve your skill at
Asking Great Questions and being a Great
Listener
3. Always propose the solution that’s in the best
interests of your client – even when it means
recommending another solution provider

47. Ask Great Questions and be a Great Listener

48. Chris Boyle Bill McCharen
chris@myitpros.com bill@myitpros.com