Welcome to the Benchmark 365 Blog

Hello!! We are very excited to have you here.

First things first.. if you’re an MSP or IT service provider you’ve come to the right place. Our sole intention is to help IT businesses find the right levers to reduce cost, grow revenue, scale and most importantly – profit.

After 15 years of running a high growth MSP – we learned a lot. These lessons are important because, not only did we create a more cost effective and hyper-profitable MSP, we were also able to use those savings to build better business systems, to create a “wow” experience for our customers and maximise our sales. This took us to heights we could never have imagined and to this day we credit our offshoring journey for leading us on a path of business mastery.

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Team B365! Meet one of the best QA Officers around

At Benchmark 365 we pride ourselves on our incredible people. So we thought this week we would introduce you to one of newest team members – Khristine Here what’s what she had to say

Tell us a little bit about yourself?
My name is Khristine and I’m the (QA) Officer for our team here at Benchmark 365.

Why did you choose Quality Assurance as your career?
I feel quite lucky in that both of my mother and grandmother were English teachers and they taught me from a young age to speak and write very clearly and professionally in English.

Helping our customer service staff and engineers communicate with  our partners and their customers really drives me and motivates me and I get to see the positive results every day in our customer feedback.

What does a Quality Assurance Officer do?
My role entails developing processes and standards for handling customer support and customer incidents. My primary focus is on creating high quality written and verbal communications from our team to our partners and their customers.

Why do you believe Quality is important in an MSP?
In my experience working with engineers or technicians I have found that, even though they all are great English speakers, ‘tech talk’ sometimes gets in their way.

I think this is true all over the world in MSP’s and other IT related businesses. So working with our team to improve this I believe is very important. I also believe that our communication on the phone or by a ticket or an email should always be easy for a non-IT person to understand.

What sort of things do you do to set quality standards at Benchmark 365? First, when we hire someone at Benchmark 365 they go through an extensive training course. As a technical company, there is a considerable amount of IT related training.

Since I joined the company we now also dedicate a large portion of time to training each individual on communication processes. I really think this is a point of difference for us.  We spend so much time on training and developing our people to ensure quality standards are met all the time.

Even after the initial training I run regular 1 on 1’s and group training to drive further improvement.  I develop individualised plans for the team so they always know what’s working and what can be improved.

When I’m not training I’m constantly reviewing our ticket notes and this helps me design better systems and processes for our team.

How do you know you’ve been successful in your role?
Well of course we’re always raising the bar and trying new things.  I’m here every day with my team getting to see the results in real time and if I see something that can be improved I get to work developing a new process and training our people.

It also helps that we measure customer feedback on every call or ticket using ‘CSAT’. Through this I can see if customers are happy and giving us positive scores. That’s a really good feeling knowing I’m making a positive difference!

What advice do you have for MSPs?
In my experience customers have very high expectations when it comes to communication. Times have changed and I think training your people to be good communicators and follow standardized processes is really important in a modern MSP – no matter where you are in the world.

And that’s a wrap on this  Team Spotlight. We’ll be running our team spotlight on a regular basis so stay tuned!

Want to learn more? Check out our Frequently Asked Questions. If we sound like a good fit for your business, we’d love to hear from you!

Abundance, Pricing and Hiring – what MSP’s talk about at lunch

Last week we held our first Melbourne ‘beers + steak’ lunch for Benchmark 365 partners and peers in the Melbourne MSP space.  It was a great day out with plenty of ideas shared along with some terrific food and an enjoyable selection of beers!

As the event name suggests we chose to keep the event casual and without a formal agenda and I think that made it a good way to openly talk about what’s happening in the industry, get to know our partners better and learn from industry peers.

The group was a mixture of Benchmark 365 Partners, seasoned MSPs and IT resellers, vendors and new players in the Melbourne IT space so this generated a broad range of topics:
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Offshoring for MSP’s comes of age and is ready to transform your business

Have you considered outsourcing or offshoring your MSP helpdesk or project work?  Many have thought about it but wondered whether it will work – I know when we started out setting up a company overseas we had a whole bunch of concerns.  As it turned out we had little to worry about.

While offshoring is a reasonably new concept, there have been enormous advances in staffing capability and technology in offshore locations making it a viable solution for MSPs looking to grow, scale and be more profitable. Continue reading “Offshoring for MSP’s comes of age and is ready to transform your business”

Outsourced NOC is not enough to keep your MSP customers happy

A modern IT service provider or MSP usually offers NOC (network operations centre) services as part of a contract with their customers.  Experienced MSPs know that addressing network and server alerts before their customers are impacted is a valuable offering and can prevent a disaster occurring.

Some MSPs handle this by having an on call engineer and others have a night shift team or explored using a 24×7 NOC provider. But is NOC enough?
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The 5 reasons outsourcing your MSP Helpdesk will transform your business

The MSP industry has changed radically, much faster than any other sector.  As a result, IT providers also need to change and adapt in order to continue to grow revenue and maximise profit.

One notable trend worth considering is the shift to outsourcing helpdesk and NOC services.  Roles such as dispatch, Level 1 and Level 2 support that were once thought to be in house roles are now being professionally outsourced giving MSPs a strategic and financial advantage over the competition.

Here as some reasons why this trend is important and why smart MSPs are shifting to a hybrid or total outsourced helpdesk service:
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3 keys to growing your MSP Sales exponentially

One of the top questions we get on our website is how does Benchmark 365 help grow MSP sales?

We know MSP’s face numerous challenges.  There is more competition in the IT space than ever before, new players are entering the market and there is a constant threat of software-as-a-service providers who can diminish the value of MSP contracts.

Yet Gartner has estimated that the IT services market is worth a whopping $960 billion globally.  These statistics suggest that there is more work out there for IT companies not less.

Here’s just some of the ways that we help MSPs grow their sales: Continue reading “3 keys to growing your MSP Sales exponentially”