How does TSP deliver markedly different results from the competition? It’s a simple solution with three simple steps: We listen. We plan. We measure.
Step 1: We Listen
Even our business development process is different from the others in the industry. We call it “(un)sales.”
Rather than selling a standard set of IT services that clients may or may not need, we begin by meeting with our potential customers to decide if a company is a good fit for our process. These companies generally fit the following criteria:
Between 25-200 full-time employees
Technology is a critical part of delivering great service to clients
Within a growing or innovative industry
A mixed environment of Macs and PCs
IT is “fine” but isn’t being fully leveraged for business success
After our initial IT consultation, we schedule a short discovery phone call with Michael Oh, TSP’s founder. He asks a set of questions to learn how technology might be holding back your business; whether your current IT vendor is providing real business impact; and how technology decisions are made in the company.
From this short phone call, we can determine if the TSP Process will generate a significant business improvement for your company, or if we will be “just another IT vendor.” If it’s the former, then it’s worth our time and yours to meet to explore the potential for a strategic partnership.
For companies that are a good fit, our listening doesn’t stop once our services start. We’re always looking to understand the things that are important to your users, to your business, and to you. With regular check-in calls, periodic IT planning meetings, and 24/7 monitoring tools, TSP keeps tabs on everything from the smallest detail to the biggest strategic move.
Step 2: We Plan
Based on our conversations with you, we begin our process by creating three plans:
Technical Alignment Plan
Technology Success Plan
The Technical Alignment plan comes from an initial assessment of your technology to our standard for secure, robust IT—a process that involves measuring over 350 individual data points of your technology and developing a list of high, medium, and low priority items that need to be addressed in order for you to see a marked improvement in your day to day IT.
Our Project Roadmap takes this a step further by highlighting overall technology initiatives that should take priority over the coming months and years. These projects will create “jumps” in technical capability, such as adding teleconferencing capabilities; major upgrades in your staff’s laptops; or moving systems from a less reliable in-house server to the cloud. Over time, we’ll map out your major technology projects for the next 12 months or longer.
Finally, we’ll review our Technology Success Plan, which focuses on where we can leverage technology to make the greatest strides in growth—in revenue, customer acquisition, or efficiencies. This process takes longer than the other two plans to come together, but is an ongoing part of our rhythm. Our TSP specialist learns about your business, specifically how you create business value. Then we use tools such as cloud-based business analytics and workflow automation to unlock that value. Frequent results of this process are fewer staff-hours spent on repetitive and time-consuming tasks, shorter sales cycles, and greater client impact with fewer hours spent per employee.
Step 3: We Measure
Taking a page from the Lean Enterprise playbook at MIT, TSP measures key performance metrics as part of our ongoing process for Total Quality Management.
Weekly, we review a number of key metrics for each of our clients to see how their backups are running, how updated their systems are, and if key systems are encrypted. Using those metrics, we focus on increasing security, reducing risk, and ensuring smooth operations.
Monthly, we evaluate clients’ IT systems and process alignment with our rigorous technical standards to measure their progress towards robust and secure systems. Each review generates actionable items for our team, such as filling gaps that further reduce risk and increase the uptime of critical systems.
Quarterly, we measure clients’ progress against their Project Roadmap, and we meet with clients directly to plan out the next quarter’s projects, based on goals and budget.
Finally, as we put together each client’s Technology Success Plan, we meet with them during key strategic stages to evaluate larger technical initiatives and decide which parts of our plan to put in place.
Together, these three key ingredients create a significantly different outcome for how your company can use and leverage technology from other providers. You might think that such a thorough approach will cost much more than what you are paying now for you managed IT services, but it doesn’t have to.
Our process starts gradually, and we work through each part of the process in sequence as we evaluate your technology solution. While we shift your technology from a hindrance to a strategic asset, we do it at a pace that works for your company and your budget.
Within just a few months, the technology fog will begin to lift. What seems like endless firefighting will be replaced with smoother day-to-day operations, a technology roadmap showing the path ahead, and a systems-based approach that keeps problems from recurring time and time again. Within a year, you’ll feel that TSP delivered a technology “turnaround.” Your real ROI will be turning technology from a cost center into strategic value.
To find out more about the TSP Way and how we can help solve technology for your organization, contact us for more information.