Rick Phipps, VP of Service Operations at INTRUST GROUP co-presented the following session with Eric Dosal, COO of Compuquip of Miami, FL:
Refining Process Through Automation
Eric Dosal and Rick Phipps will discuss their collaboration and approaches for improving service delivery efficiency and profitability at their respective companies. The presentation will focus on two aspects of the endeavor: 1) using your ConnectWise data to identify the best candidates for improvement and to measure the results and 2) implementing improvements through automation, leveraging Connectwise and your RMM tool.
Your ConnectWise database holds a wealth of information, beyond what you may traditionally consume, to help manage opportunities, effort and invoices. It also holds the keys to understanding, specifically, what is costing you money, how much, and how frequently. With that understanding, you have the ability to make smart, data-driven (business intelligent) decisions about improving your bottom line results.
We will show you how you can view and use that data, our approach to this initiative, and several tips & tricks we came away with from our experience.
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Rick Phipps Biography
Rick is a founder of INTRUST GROUP, a 45-person MSP with locations in Cincinnati and Chicago. INTRUST GROUP is listed as #635 on the 2011 Inc. 500|5000 and #64 on the 2011 MSPmentor 100.
Rick’s current role, VP Service Operations, focuses on strategic definition and delivery of service offerings. He is passionate about the theory and practice of organizational development, management and process engineering. He and his team have been industry leading innovators at measuring end-user satisfaction through ConnectWise and making use of this data for targeted improvement. Since October 2008, their measurement methodology has produced a 67% response rate. Their approach for analyzing and improving results has driven a 99.89% “Satisfied” rating, with 17 of 24 months resulting in 100% “Satisfied.”
Rick serves on the ConnectWise Advisory Council and is engaged with their Business Intelligence Advisory Council. He is an active member of HTG Peer Groups.
