Wyvern Business Systems had a problem. They were billing their clients for support monthly, antivirus quarterly, spam protection yearly. The invoices coming in from various suppliers weren’t much clearer. Engineers didn’t know which clients were using what services from which supplier. Accounts didn’t know which supplier invoices should go against which customer revenue. The poor clients were being flooded with invoices. What a mess. In response, over the past two years, Wyvern have gone through the process of consolidating and improving their service portfolio using GFI MAX. The outcome of this has been beneficial to both the business and their clients. Wyvern can now offer enhanced, cost-effective solutions to their customers. The business has also been able to simplify their internal practices and have benefited from all the features of MAX, from effortless cloud based management to clear costs and billing. Jason and Steve from Wyvern would like to share this experience with other GFI MAX customers, of which they are sure have had or are going through similar scenarios.

1. Consolidating your
Services Portfolio
with MAX
Jason Parsons
Steve McGowan
Wyvern Business Systems

2. We’re not perfect
Not here to tell you how you should all be doing it, just our story.

3. Jason Parsons
• Technical Lead at Wyvern Business Systems
• Joined Wyvern in March 2012
• Experience in the MSP, retail and utilities industries
• Opportunity for change at Wyvern

4. Steve McGowan
• Head up B2B at Wyvern Business Systems
• 13 Years at the company
• Experience : Production, Apple, Phone Support, Field Engineer
• Moved to Marketing & Strategy
• Now split between customer building and internal development

5. Wyvern Overview
• Established in 1984
• Employ 40 through company
• GFI Client since HoundDog

6. What were we doing wrong?
• Traditional Approach to IT
• Missing Income
• Confusing contracts.
Clients unsure of what was covered, as were engineers
• Our support process wasn’t streamlined
• No set support pricing structure
• Purchasing was complicated
• Minimal Reporting

7. How we fixed this
• Improved our support contracts:
• Standardised Structure. The end of GSB
Moved to 2 versions of our contracts
Full and Remote
• Introduction of a full PSA.
Integration with GFI
• Consolidation of services

8. Technical Support Overview
How embracing MAX helped Wyvern improve Support.

9. Improving Support
• Helping those poor Support
Technicians
• Improving the support experience
for our clients

10. Wyvern already using MAX
• Been using MAX since 2005
• Just being used as simple monitoring tool for servers
• No one had kept up with the latest updates and features

11. Helpdesk
• No Autotask in march 2012
• Using internal system – Very basic, no client facing portal
• Relied on phone calls and emails – led to missed incidents and fragmented
support

12. Support Problems
• Confusing contracts for Technicians
• Using multiple services, from multiple vendors
• Lengthy support process

13. Typical Support Call
• Lengthy process – Frustrating for technician and end user
• Having to jump between multiple services
• Time spent that technicians could be helping other clients

14. What did we do?
• Pushed out MAX to all clients – servers and workstations
• Take Control / Teamviewer
• Patch Management
• Remote Background
• System Tray
• Online Backup
• Mail Protection
• Managed Antivirus

15. Support Benefits
• Simple for technicians
• Everything from the dashboard
• Support process time has been reduced
• How does that typical support call sound now?
• Client gets problems resolved quicker
• Technicians can take more calls
• Better products
• Other benefits

16. Pricing
• Needed structured improvement
• Move to a monthly model
• Easy to understand for us and clients
• Better cash flow
• Fixed Fee, Worry Free

17. Pricing Calculator Demo

18. Pricing Calculator Download.
www.bit.ly/wbspupm

19. Making life easier internally
• Move from multiple invoices to single
• Easy to approve
• Stop if unpaid
• Happy Accounts Department

20. Benefits to Clients
• Single predictable expenditure
• A single point of contact for any problems
• Reduced Downtime using taskbar and portal
• Better Security
• Performance

21. Benefits to Us
• Stickiness
• Trust
• Scope for extra sales
• Simplified Invoicing & Purchasing
• Keeps the dialogue between us and the client open
• Part of the MAX family

22. So What for the Future?
• Adding more products and clients to monthly model
Mobile Management
Web Protection
Voice
SaaS
• Hardware in a monthly model
• Improved marketing with both online and offline activity planned.

23. Questions?

24. Say Hello
Jason.Parsons@wbs.uk.com
Steve.McGowan@wbs.uk.com
@wbsteam
@jasonwyvern
@stevewyvern
www.bit.ly/wbspupm