Sign South Dakota Travel Agency Agreement Mobile

Document type sign travel agency agreement south dakota mobile

hi everyone thanks for joining us for today's webinar we're just going to wait a couple more minutes to give people a little bit more time to jump on and then we'll get started so just get comfortable [Music] all right I think we're going to get started hello everybody thank you for joining us today my name is James Fox Hall and I'm with Tiger paw we've got two other Switzer someone introduced as we go along West McDonald and Jeff Bendix West is with print audit and Jeff is a mutual client of ours so we've got somebody who actually lives this every day and has some things to talk about related to this whole process so four must have tools to track analyze and increase contract profitability a subject near and dear to my heart I think we've got some amazing material to share today I hope you find some value in it I mean Angie if you could go to the next slide we'll do a little housekeeping before we get in so everybody besides the presenters here are muted we've learned the hard way that if you let everybody speak it becomes just a absolute ball mess so we've got everybody muted but if you look in the lower right of your GoToMeeting interface you'll see a box for questions if you've got a question at any point in time go ahead and type it in there at the end Angie's going to get through all those and she's going to present those questions to us so that we can answer them for you so again you don't have to wait till the end to type them feel free to type in any point in time well we'll get to them and again please we're here to help you we've put this material together thinking that this is what you'll find a value but if you've got any any thoughts whatsoever don't hesitate to put them in that box and we'll do the best that we can to address them so Angie if you move it forward for me thank you I am James Fox all president CEO of Tiger puff software some of you may have heard of us some of you may not we're heavily involved the managed service of space and the converged space with the telecom and the IT security an alarm and then most recently the office equipment space which is why we're here and partnering with West right now I've been in software development and commercial development forever and Angie says that's enough about me apparently so she's going to go right to the agenda anyway I eat sleep and breathe as I have a bit of an idiot savant all I've done is business automation so this stuff gets me excited and I'm glad to be here the agenda today first I'm going to talk about West is going to talk a little bit about the age of convergence we've seen convergence taking place for a long time in various industries and it's really moved into the managed print office equipment space now and it's something you've got to pay attention to so let's talk about that we're going to review the four must-have tools contract profitability contract profitability is an interesting animal a lot of people think they understand the profitability of their clients and they really don't so we're excited to share that with you today and then we're going to talk about a convergence business case study and that's really what Jeff comes in having married multiple lines of business together most notably the managed services IT side with the office equipment managed print side he's got a hell of a story and he's going to be sharing that and then finally we'll get to those questions that you guys type as we go throughout the presentation right now I'd like to turn it over to West West is with print audit as you saw tiger paw print out or co-sponsoring this webinar I really like West and really enjoy working with him he beats the same drum I do and he's motivated to help his client succeed the same way that we are at tiger paw and so the cultural fit is just fantastic he's the VP of business development over at print audit he was named an en X magazine to 7 2017 difference maker which is a really big deal and he is an industry-leading trainer writer and speaker i would also say thought leader i think West has seen patterns and trends coming to the industry before others and I and I just have a huge admiration for how much he pushes that to his dealers to pay attention to so with that I'll turn it over to West oh thank you so much James and certainly that goes both ways I find it extremely exciting and rare when you can actually meet people from other channels you know we're of the same mindset and we're also pushing the envelope and James you certainly do that as well and that's probably a good segue into the next slide which is kind of this new age that we're in of convergence and as Jay mentioned one of the things that I try to help you know our dealers do in our channel is to pay attention to the trends that are going to affect their businesses in the next you know three to five years and I would say certainly that you know the biggest change that we've seen in the office equipment space and the managed print services space is this idea that selling only you know copiers or or prints or cost per page is no longer you know a standalone viable business option it's not to say it's not going to exist certainly there's going to be a segment of the market which is going to continue to do that but when we look at the overall you know landscape of the marketplace convergence is happening and it's in affecting all of our businesses and what do we mean exactly by convergence it's a word that we've heard probably quite a lot in the last few years specifically for the scope of this call it's the convergence of really two channels those which are accustomed to selling only office equipment and managed print services traditionally and those on the other side that have been selling managed IT services and other network services for years which have not been selling managed print and James and I didn't meet by accident it was because of requests from customers and the managed IT services side to have better ability to you know use business management's systems to be able to start doing managed print and similarly on our side you know there's hardly an office equipment dealer out there now that doesn't at least have something on their website about you know convergence and the dangerous part of convergence is that certainly it does affect profitability for a couple of reasons one if you're in a saturated space space that does require bring on new offerings that profitability and profitability checking and the ability to control profits is extremely important and as you move into some of these other converged businesses the ability to understand what these new offerings are and how to track and manage and probably more importantly control you know those expenses when it comes to profitability are extremely critical so maybe we'll move on to the next slide okay of course we have tools which are available today which can help us to do a much better job of managing and tracking you know key elements for profitability within our offerings right and that's where we're really going to look at today is to move through and look at some of these tools that we can use to track you know analyze and improve contract profitability and next slide so one of the things that exists before us is that typically in the managed IT services world and the office equipment world there are vastly different ways to build customers in the office equipment world and Jeff who I'll introduce later has been through this movement with me already once upon a time simply billed for time and material build for cartridges and you know about 15 years ago moved into what is the predominant billing model in our side of the world now Just Cause per page billing on the managed IT services out of the world traditionally any of those that are moving from you know traditional time and materials and project work are moving into a seek based billing model and when convergence happens having those different billing models for different products sets when you're going to be offering them all it can be very difficult and it can also be dangerous so it's very important in the age of convergence to make sure that the billing model that we choose is the right one now the other thing I will throw in here is that the right one isn't necessarily the right one for every customer and one of the things that we've tried to do between print audit and Tiger paws to make sure that customers have the option and the ability to bill for services both in a cost per page world which is still the predominant model for managed print services and also for a seat based billing because that's certainly the strongest direction that contracts are starting to move into and that's a good note for the next slide inch so when we look at you know the right kind of billing model in the managed print services world we have really been at least a print on it we've been trying to do as much as possible by creating the seat based billing counsel by creating SBB certified comm which is a place for you know dealers that are certified to do seat based billing for managed print you know exists and in the age of convergence when profitability is of concern especially in the office equipment space that we have to look at a new way to you know build customers and to be able to track the profitability of how we're billing them so seat based billing is the obvious answer because that's what's happening on the managed IT services side of the world that is how you bring a unified billing platform to customers so that they're not confused by different ways that we're trying to actually build them for you know four different services but it does come with its own set of risks certainly and a lot of those are you know to do with profitability and that's where it really becomes essential that we start looking at for tool sets which can help us to really make sure that we understand where our profitability is so one of the things that managed print providers haven't traditionally done is actually looked at the users and certainly in the managed IT world that is is is much more common because users are the ones that are attached to desktops using servers you know etc in our world even though users are attached to printers we haven't really looked at you know their workflow very much and if we're gonna do a seat price for it print one of the things that we really have to understand is what kinds of things are users printing and how is their print behavior changing and probably more importantly how can we control the kinds of things that they're that they're printing so the screenshot that I have up here is obviously from you know our batch of software tools but there are many of them out there which actually allow you to to not only understand the user print behavior but to put control mechanisms in place I'll give you one quick example most people don't realize that when they're printing an email or a web document that most of the time the standard default is set to a you know a color print and in a cost per page world when that color print comes out it is fully six to ten times more expensive than the monochrome equivalent now the last time I checked and maybe you know technology is changing this but the last time I checked once you printed an email that has a blue hyperlink in it you can't click the blue hyperlink on the page with your finger and have anything come up so if that's still true then it's really important that we put rules in place to say look do we really need to have that expense for a color hyperlink in a printed document when we can't use that you know anyway and it's these kind of things you know when you think of an expense that is six to ten times more under a seat program remember you're only getting revenue per user that you don't have the same overages you don't have the same revenue model that you do with you know under a cost per page program and that this color now becomes a cost not a revenue stream right similarly if you're in the managed IT services side of the world it's going to be really important that you track what the users are especially if you go with the billing model that you are most comfortable with today which is a seed base I'm like some of the traditional remote monitoring management that you do for desktops and servers and other network elements that there are you know definitive consumables that come with a printer or a multi-function device and so it's really important to be able to understand how that affects the profitability the the kinds of documents that they're printing how they print and probably more importantly the workflow that they're trying to accomplish with those you know printed documents in the first place so if we go to the next slide what I'm going to do is hand this one over to James now because obviously you know it's it's one thing to have a tool set for being able to manage and control what you're printing but equally important and potentially more important because it's a larger part of your revenue stream is you know the costs that are associated with what you're doing for technician time tracking so James I'm going to hand this over to you Thank You Wes I really I one of the things I loved about your message has how the type of billing that you do for one client is maybe not the same as you want to do for another you know that I that's the world that we live into right there is no absolutes but there are better ways to do things and being mindful of that I think it's critical and regardless of how you're doing at the time tracking is it's an essential piece on the managed service aside the guys that have been data for a long time this is this is like part of their being this is in the DNA to track time we notice for a lot of dealers that are looking to move in in that space they don't they don't do this to the same level part of the reason is the the incumbent tools in the space don't track it well we track it exceedingly well because of being in the managed services space so I want to share a little bit of what we learned on time tracking and why it's so important you know some of the aspects is is you know we we believe that you should demand if your technicians are working a 40-hour week that you have 40 hours accountable for their time and this is something that can be kind of easy to ignore if you're doing everything in a managed services model like well I'm you know I'm not getting the bill for their time so I don't need to track where it's going absolutely wrong and if you want to understand your profitability at a client level you have to know where it's going this is perhaps one of the biggest variables that could make the difference between a profitable client and an unprofitable client and if you're not tracking it you have no way to know and if you're trusting your gut on who's profitable who's not your guts make mistakes and you're probably wrong so some of the things to consider you know getting all of that time tracked from our perspective that means it needs to be very easy to enter I mean some of you that are gathering time you're probably getting timesheets turned in at the end of the day or at the end of the week you know the way end of the week boggles me I can't remember what I did this morning and be accurate about my time let alone four or five days ago you know so that's why we built really simple tapping time tracking in our mobile solutions so you tap on site you tap when you're done and the time entry is created is you need to capture it at the source there are different types of time so in that an IT space we're often talking about utilization rates so let's say I'm working a 40-hour week as hat you know I might spend a two hours working on a client issue I might spend an hour sweeping out the shop I might have forgotten apart and had to come back to the the central warehouse to get that part well those first sets of time would be utilization you know what I needed a suite to shop great that's utilized time you made a mistake and had to come back and duplicate it that's not utilized time so we see a target of about 80% is what we want to see on a utilized time and that really means time that can be a typically applied to a contract or chargeable so if it's a full managed service deal tha go against your contract if it's a billable it's a chargeable thing but 80% in fact it's not uncommon to see service managers put in spiffs and bonuses at the 80% utilization level and if you want your text at a time and you want them accountable it's a good way to do it so you've got you know utilize and not utilize time different technicians have different billable rates you know if you have to send your top dog out there versus an entry-level guy that has a different cost to you so when you're tracking your time you need to keep track of that that that hourly rate of who's doing the work again from our perspective we do that through time log reasons you create your reasons and they're attached to people and then you get a report that spits out and tells you so you've got different types of time you've got the different rates for time and another thing from that is I would tell you that if you don't think that this is important because you doing manage services I would encourage you to track all of this and apply roundings and minimums that's another key thing if you're not doing roundings and mum's on your time you're really shorting yourself you got to think like an attorney you know seven minutes no it's 15 minutes minimum right - and rounding 54 minutes nope it's going to be 60 minutes or if you want a round of the 5 minute increments how you want to do it you put in your contracts and you track that if you're billing your time still that's revenue and don't forget in this age of convergence the technician could actually be logged into two different clients doing work at the same time both of those times should be captured they're both billable chargeable utilized time but at the last point I let's say is even if you're just doing an all-you-can-eat on this and you don't you know you're not trying to build this time out the time that you capture should be presented to your client on a quarterly report that's how you demonstrate the value of what you're providing you know in the IT sites so much of the stuff is self-heal you know we had viruses we had to log in we clean your viruses up you're at a distant was fragment and we logged in to be fragmented it we attach time to that put a phantom technician in with time on that so you can turn your clients say look here is the the theoretical time that was put in to serve you today so all of this is extremely important at the end of day if you want to know if a client is profitable you have to have that level of tracking on the time in order to determine that hey James for a second yeah yeah yeah just a good point so it doesn't split my mind here and I'll get into a little bit more in depth later but before we put Tiger poly and we thought we had a decent technician tracking platform and once we implemented mobile solutions for them our billable rates or global income went up but you're correct that the a contracted customer is different than a transactional customer but just just a couple points that the year before we put tiger paw in versus the year after by putting such an easy to use simple technician tool in their hand our service revenue went up 50% the first year just from that time more accurately and gathering and reporting and being able to build for the time more accurately now going from yeah going from the first year we had tiger paw lien to now we're about halfway through our in year uh what we see the power and refining that more on the back end so far this year we've increased our service revenue another thirty three percent versus last year's fifty percent increase so it's incredibly powerful so my marketing team is going to want to talk to you about more of a case study on that that's those are awesome numbers I'm glad we're a part of that but clearly you're making some great decisions and doing some neat stuff but that is huge you kind of remind me when we unveiled this we had a conference in Chicago we had about 450 people come to our event and I unveiled mobile and at the end of it I'm talking to tour clients and somebody comes up to me goes I can finally fire them whoa whoa what what happened he goes and he pointed at his phone because I can't get anybody to enter time because they always say it's too complicated and they forgot their time because you just gave me a tool now I can hold him accountable it's this simple either enter the time where you're gone and I mean he was he was filled with glee but as you know as I managed you know and these texts are great people but they don't they don't want to mess with time and they're not good at it they don't pay attention so you know making it easy you'll get it captured there's some spiffs in there maybe you'll get it captured and at the end of the day if you get it captured you should increase your billable time thanks Jeff so thank you very much better you know we can advance on this one so you know collecting and analyzing data right so you've got data say you've got coming from print audit you've got data from tiger paw hopefully that's all of your data but at the end of the day you know data data is only as good as the data going in right so in order to really make sense of all this data for example to determine what a client should be billed at if you're going to move to a per seat model you know we suggest having about six months of data so you put a system in six months you can analyze that a year is even better obviously the more data that you have on a client the better picture that you're going to get from them but it's not just a matter of you know the time entry and the number of users or the page is being built everything needs to be a cohesive unit so for example purchasing has to be tied to a client you know if you're going to put physical equipment in a client location you have to track that equipment and not in a general sense but specifically that you know that particular printer went to that particular client if you're doing big project-based work if you're doing networks you're doing you know more than just putting in a one device it becomes extremely critical that that's tractored at the end of the day everything you do for a client needs to be accurately attached to the client and I say accurately because I don't want somebody going well you know we bought a thousand of those and the average cost on it was fifty bucks okay fine but when you did it for that client the cost was seventy dollars for another client it was thirty dollars that matters so that everything being a cohesive unit tied it all together you know and West I'll ask you you know how important is all of this data when wanting to move to calculating a street price yeah I know it's it's absolutely fundamental right and you know so if we sort of look at the you know the next slide I really like this pyramid you have and I'll let you you know speak to it a little more but you know at the end of the day you know we can start with data and even when we you know put that data and in say a spreadsheet format we might have some information but it doesn't really give us knowledge and until we have knowledgeable sort of insights into what that data means and how we can control it it means nothing and in a seat based world it's absolutely critical to move that data because believe me we collect thousands of user print data points and show me one person and wants to look through thousands of you know data points about people's you know printing behavior so what we need to do is move that through up through the chain so that we can actually get a knowledge level to help us with the decision making now when you think about a cost per page program you know you don't have to have everything right because you're charging for overages so if a customer prints more than they expected to more than the minimums that you're charging for you know it's data very clearly that you're going to charge them more now I'll argue that overages are always a sign of doing a poor assessment in the first place but nonetheless it's a it's a safeguard that you have with that model under a seed based program traditionally there aren't any overages whatsoever there there could be an opportunity down the road to revisit that seed price if you don't have the right kind of knowledge around how users are printing but that's a dangerous and slippery slope I mean the price that you come up with should be the right price and the right price only comes once distilled that information down into some kind of knowledge that you can then make a decision on so I think it's absolutely critical in our world we've moved into business intelligence dashboarding I'd be able to help with that to be able to visualize the data more effectively but yeah if you're gonna do a seat based billing program and you're not collecting and analyzing the data at a user level well good luck right and you know I actually have this hand drawn on a whiteboard on my wall my horrible handwriting and I point to it often you know because people want to bring me data your data is raw numbers you know information is kind of distilled maybe maybe into a list report but knowledge is you know you know put a spin on it helped me understand what I'm looking at to make a decision and so then this is the whole point of using the right tools right the wrong tools they'll give you data if they don't allow you to enter the data well you're going to have junk in that data but the right tools will put that up as knowledge and knowledge is how we make decisions in an in an aside note Wes you talked about that how one of the things that excites me so much about the idea of moving to a pursuit building is the alignment it creates at the client as you said you know you want them to print less they want to print less and consume less and I love alignment you know a year and a half ago we moved from selling our software on an ala carte model where we had to buy different modules and you buy add-ons you needed by the mobile we moved to an all-in-one monthly price per user and and it was kind of related to that as well because what now we'd get to tell people look when we follow up with a call with you we never have anything to sell you you know however because we're a software company our value long-term lies in keeping you happy and keeping you with us so our alignment is to get you to use more and more and be more productive and so anytime a company can set up their their business processes in the revenue stream in a way that aligns with their clients needs I mean that to me is a big win so I love the idea of moving to that yeah I completely agree and I'll just add a little to that is is that you know you've really nailed one of the main benefits of kind of a seat based program other than bringing a unified way to build customers but it actually does put you on the same page and even though it's good for us to analyze that data and get it to a knowledge level to make decisions when you do that the byproduct is you help the customer gain knowledge about their own printing habits about what they're doing in their environments and help them to make better decisions so when they make better decisions when we make better decisions at the same time how is that not a perfect day right how is that not a perfect storm totally agree and do you think we can move forward from this one so saving money with automation boy we've got a lot to talk about here West but I think I'll let you get started sure you know we live in an age it's kind of funny when when you think of any of the manual processes that we still engage in and most of the customers that I've been you know dealing with in the last four or five years if you take the time to ask the question you know they themselves are trying to automate more you know processes right can you imagine a day you know if all cars were built like Bentley's or Rolls Royces by hand right that you know the general proliferation of good that it would do you know throughout the world would be you know very limited and the reason we're all driving cars today is because they found a way to put automation into the processes that were typically you know manually done you know fast forward to you know 20 18 in the office equipment world and there's still a ton of processes which have not been automated so there are still lots of times when customers have to order toner there are still lots of times that customers only find out that some kind of print behaviour gone out of control six months down the road when they you know do some analysis on the bills that they've you know that they've been paying right and moving into a seat based program again you know we try and state very specifically that everything that was revenue is now a cost your revenue so you might have liked people printing color like crazy before or well under a seat based program you don't and there are ways to automate and to apply rule sets to make sure that certain things happen once they're agreed upon you know before the contract begins right and it's really it's really critical I'm sure Jeff will speak to this a bit later on to you know the fact that you've got to make sure that for for billing for supplies fulfillment for service tracking you know for all those things that it's it's absolutely you know critical automate those I think the one thing that everyone can you know probably agree to on the call is that any time we put an automation function into our business processes that it delivers additional profitability right and that's certainly one of the key things that I would say is you know really important one example I'll give in the in the print world is when you think of workflows the only reason that people print a document ever well I shouldn't say ever because there's a lot of waste print out there you know recipes.com or you know looking at Facebook and printing off something you found funny but for the most part when people are printing things is because of some kind of business processes which is which is going on and those business processes can have the ability because of human nature if we write them down on paper and we say to people look you're gonna print all your email and in black and white web printing is also going to be black and white if it's not customer-facing you're gonna do a duplex you know and and and people initially and we've seen this we can actually study the numbers when you look at the reporting is that initially they start off and they they do these things you know because they've been asked to do them and then one day they print off 16 emails in color and nobody comes and takes their printer away right they're like oh wow look at that so I printed color nothing bad happened and so they start slipping back into these you know very natural kind of human behaviors which are I'm gonna do what's easy right so if if it's not automated if it's not done for me I'm gonna slip back into you know doing the things that I used to do and so automation and this you know new world of convergence is absolutely critical that we work with the customers up front to discover what their workflows look like we discussed what kinds of things we're going to do to make those workflows more efficient more productive and then we apply automation tools and rules to make sure that those you know behaviors happen automatically and with as little impact on you know the people that are doing the you know the printing is possible right so we're print work from a world perspective it's certainly you know very important to look at how you can automate you know every aspect of the you know of the business to control profitability the trick really is making sure that their rules and tools to make it easy and I agree with that and and if we go to the slide the next slide I'm not going to cover every point on here but you know to give you an idea this what we do a tiger paw it's all about process automation and we can help in all these different areas I mean just a simple side to the integration that we have with your product in ours right like for example automation of invoicing and billing you know print audit can feed us all of those meter reads a group I will actually generate the proper invoice email if the client and then at the number of days after hat you specify process that payment through credit card or ACH so we can effectively collapse your collections down to zero if you think about doing that you know manually or with hodgepodge tools I mean you're talking about sixty five seventy five days to collect and chasing people right so automation does things like Tiger Paw watches credit card expiration dates so if you're getting within a certain threshold of a credit card expiring you can reach out to your client and get an updated card so that you don't miss a billing we all know what a challenge it is just to get an updated credit card from a client at times and chasing them down so automation can make sure you're getting paid things like we talked about those roundings and minimums for example you know tiger paw you set all those rules up on your time so if you're entering time a technician just says I started and I stopped the system automates in the backend applying the rounding and the minimums it attracts that so it says hey I'm going to show the client you know fifteen minutes but we know it was you know seven and a half minutes things like setting up inventory workflows on your vehicles right with min and Max on each vehicle can be different so the system can watch for it and say ooh you want to roll the truck with five of those you only got four let's get that addressed and that reduces those costly part slots when the guy gets out to a location and finds out he doesn't have enough parts that he needs so you know workflow and in our case is scattered - tiger paw through the entire organization from the purchasing the project side and we're big believers in it you know people people are good they're good at what they do but in general you know it's that like Wes said they slip into bad habits it's the dotting the eyes it's the crossing the t's that becomes a hang-up so from our perspective we want to automate everything the computer can do that doesn't require a human to do tell them things they need to know when they need to know it keep things moving through the process you know that's really the value and if you're not embracing business automation you're just simply not as profitable as you can be it just comes down to that and and it's amazing to me sometimes when we look at a new prospect and they'll come - tiger paw and they're you know even a small MSP that maybe only has 25 clients will tell us they're burning two and a half days a month to get invoices out the door with an integration to their online platform and we can come in and show them how it can be zero in a human doesn't have to touch it so there's lots of things to explore here but my I think the major point we're trying to tell you is whatever tools you have today or whatever you're looking to move to explore the automation embrace the automation because that is absolutely a key component for being more profitable yeah and make sure that the the automation that's in place helps both sides of your business so if you're planning to do you know both managed print services and managed IT that whatever automation tools that you're using can support both sides of your business and keep them integrated you know I will tell you you know people are exploring you know one of the incumbent packages in the office equipment space doesn't really it doesn't do the time tracking well it you know doesn't do inventory reconciliation it's got a lot of challenges that you would need as you move into manage services so people come and talk to us about using our product for the MSP side and maybe staying with their incumbent solution the problem is there's no there's no real communication there's no commonality you know you can't pull profitability reports that cover a lot of areas of the business so you know they I think as you move into convergence you know the tendency is to kind of keep your business unit separate and I think it makes sense to a point but the more that you can do to integrate those under your one company umbrella absolutely the better yeah I can I can totally agree with that point there James especially just just talking about one of those bullet points there the the the invoicing and doing your monthly statements and things to your customers whether it's a seat base building or it's a metered billing having the integrations and the automation setup has cut our monthly billing down from a little over two days to under two hours a month I love all the stories just just been that alone just by automating it and and we could turn it on even more but we're at this point I'm just choosing to re-review each invoice before we let it go if we would automate that it would be probably less than 15 minutes a month not crazy and in two and a half hours from two days is such a substantial I'm going to guess they're more accurate to they are oh yeah that's a great segue West all right you take over from here and get Jeff going we've you've got lots of good stuff to talk about you can't even plan these things but if we go to the next slide the voice that you've been hearing on the line some of you may know Jeff and but at the end of the day you really do want to hear from a dealer that has lived through convergence and certainly we have from an integration perspective at both Grenada and Tiger Paw the work that we've done together to make sure that convergence can actually you know take place but Jeff Bennett and Bendix image will go to the next slide I'm someone that I've had the good fortune to work with for you know over 12 years now this is not the first time that Jeff and I have been involved in some kind of great change in the marketplace and the early days it was the shift from you know just selling compatibles and supplies to moving to a cost per page model we did that together we innovated there together and that waffles always been on the leading edge of you know innovation it's not exclusive today so we move to the next slide Jeff there's nobody better to introduce yourself than you so why don't you tell us a little bit about Bendix imaging sure no problem yeah so we were founded in 2000 were based in South Dakota the play a lot regionally but we do have customers across the country as we talked about earlier you know managed prints managed services we've been building out an IT services arm of the of the company for probably three or four years now so that's completely different systems different staff different tool sets so our traditional back office systems software products that we use to operate our print business which we thought worked reasonably well didn't work at all for for our IT venture our managed services venture so that set that's on the on the hunt for for new tools and you know talk to all the big players in the MSP space and all the common PSA tools professional services automation tools and we're really happy with any of them you know they all said oh yeah we can do this great but you know when you we explored the print side they said they could do it but they really couldn't and that product to discussions with tiger paw and they were the only one that truly could play both sides of the house and you know for lack of better words that literally run two different businesses are two different arms of the business on one platform and do it well so I didn't want multiple plant we already had multiple platforms that had all our different staff working in and it was very cumbersome we had about eight different portals we were logging into now we have just a couple but yeah so that's how brought us to to implement tiger paw about a year and a half pushing two years ago so we can jump to the next slide there if you like so yeah again we started off in 2000 just offering toner for printers and that grew to you know other services though we have until marinas owner that have brought us into providing service for for when they needed service and then and then new hardware and pretty soon we're carrying printer lines and doing all that and that just kept growing and early on in about 2003 when MPs was just starting to find its way or had a couple talk work companies trying to start up and and beat that drum I saw that is a good way to start contracting our toner sales rather than sitting back and waiting for the hopefully the phone to ring and so we started out got a few of our main customers interested in different there till in the water there in 2004 and and that that was very successful so it shifted the whole focus of the company at that time to manage print and everything else had to support that so that as I mentioned earlier than about four or five years ago started looking pretty serious at the IT space and as our technical services needs were becoming more complex and and the print hardware and MFP hardware was getting more complex and scan the emails and our technicians we're working on customer servers and LDAP integrations and all that started to need a different level of technician as well so that that the sickly out out of our own necessity started our managed services operation wasn't really interested in doing a brake fix computer store kind of thing we just want to work with businesses and you a managed services platform with all recurring revenue because we know it works from our you know over a decade at that time experience in print in having a managed services models we wanted to find that same philosophy to our IT businesses so yeah now basically anything that hangs on the network we we try to manage for them so that leads us on to the next thing by the way Jeff as you move forward that's an important piece you know one of the things we didn't talk about all this convergence is you know with the advent of some of the white label managed print being provided you know the managed service guys would certainly they're not looking at managed print today but it's starting to become more of a topic and certainly the managed print guys are looking at the managed services space so you know when you think about it owning a network any vendor that's in your customer site that's dealing with an endpoint on that network is potentially a threat to take your business and so really moving into conversions provides you both an offensive move to take that business and to grow as well as a defensive move to prevent somebody else from using their wedge to start taking your piece I think that's great that you guys took that philosophy I think that's why you're adding more money every year now that's the goal anyways how you get it yeah so that's just like we started looking at managed print services early on when everybody was doing a transactionally less than I had been bouncing this seed gauge billing model back and forth at different industry events and trade shows and I think we even did a couple of panels arguing it back and forth and I was a proponent against it but as things kept flushing out it that I saw how it could maybe give some traction so coming out of the print audit top 100 summit in to 2015 we developed the seed based Building Council and we we met every single week for six months to lay out what's needed to convert managed print services from a click rate to a seat rate and yeah then so we just took off and started talking to customers and and converting some of them over it is as Wes than James mentioned earlier it's absolutely vital you have more information than you even think you need to develop a proper seat base building price both the right tools and automation bringing that all in to you it would be much too labor-intensive to try to gather that information even if you could so in fact we're even refining some of our I was actually on the phone with some of the print on its people this morning on a current customer we have just refining our reporting and how we're looking at the data and making sure the accuracy of it and how we can tweak it and get the data faster and and make that seat price even better for the customer and better for us so continuing to refine that that process and interactions and as as the tool sets are increasing and the reporting capabilities continue to increase as all technology does it's just getting quicker faster better so that's great that was a great phone call this morning so yeah and then we have fully integrated our print audit and tiger paw systems so a lot of the data we don't have to go dig for it's just right there in our fingertips and as James mentioned even when it comes to building it's just automated we don't have to touch it I think we have it at midnight every night type of print audit updates all our meter counts for every asset we have for every customer that's under it and puts the meters right into our tiger paw system so we can bill at any single time if we're doing a click basis nothing that that's that's helped out a lot so maybe on to the next slide so yeah I as I so rudely entered interrupted James earlier on you know with our technician track as who's talking about that section we thought we were tracking stuff well and we were tracking it as as well as the capabilities of our previous platforms allowed us to but the be the contribute ability and the customizability that we now have and including with the the mobile app everything just at the text fingertips made our dispatcher even builds the route so they don't even have to look at it they just open their phone where's my next stop click a button literally one click and everything's running on it when they're ready to stop click one button everything's documented they can add their parts right there while they're thinking of it any notes immediately right there so they don't forget it when they get back to the office later that day or the next day or two days whenever they get back in the office again so we're capturing more parts that are being applied to contracts or that are we may not have been building for properly if it's a transactional customer so that has definitely hit our profitability of quite nicely is that because you're dragging the on site they're losing the tiger paw mobile as they fulfill parts for the job yeah whether its parts for its time or its travel or notes or follow-up information documentation if you make it so easy it's hard not to do it that's what we thought so you know we've had a few tweaks to our system and you know changing things to to get to be how our technicians do it very routinely so it's good thing there's some customization available to fit your organization but even if you know a customer call later on you know maybe it's a day later a week later a month later and asked about something we don't have to wait for that tack you know everything's just within a click or two and we have a full history of what was done which check was there what day it was how long he spent on site what he did what parts he changed if any meter readings did you name it there's the longer it goes the more day that's in there and you know the person answering the phone doesn't you know can immediately help the customer so now we're not doing callbacks and and you know tying more people up on this one situation even if it's just the customer has a question so it even from our administrative staff it was it has really you know had an impact there to which all makes you more profitable yep yep you can serve more customers with fewer staff you know that we're reducing that you can add at customers applications and employees that you're you're managing without adding internal staff because you're increasing their bandwidth so yeah so another thing we weren't accurately catching before is our text travel time between sites for from one service call to the next so now we're actually applying that time into our service call you know we cover a pretty broad geographical region just because of where we're at so we don't necessarily you know if we have to drive 50 or hundred miles to get to a customer which is you know a daily occurrence here we don't necessarily apply that to each individual customer because we've got lots of customers in that in that area but bouncing between customer locations we're gathering all that and being able to either bill it against a contract or bill it out on a invoice to a customer so that's probably added a couple hours a day per technic an easily between one and a half to two hours a day in time that were basically being compensated for that we weren't before that's substantial for typical eight-hour day yeah that's really big yeah it can be cool yeah so all that goes to increased service revenue or contract profitability reporting is more accurately a more data in it so two more things we can apply against those contracts the more accurate and the more true of a cost of an actual profitability contract profitability reports that we can get out of there so that that just goes back to your slide with the four segments of the pyramid taking the data moving at the end nation moving into knowledge so that you can make a decision so it's very much accelerates that so I think we have one another slide or two left next to the next one yeah so it's been kind of a slow change for us I didn't didn't want to completely overhaul how we're building every customer but definitely have have taking taken quite a bit of time over the last year and a half two years working on that and refining it so that we really understand it and now I can clearly see if it's done right and what needs to go into doing it right how that can affect your profitability so on many things with the automation and so that we can get more done with fewer people and then also the seed based billing model that it's not for every customer and we won't turn every customer over into that billing model but it definitely does make sense and from my experience the larger the customer the more it makes sense yeah so the end that just allows us to more seamlessly blended our are two different divisions our print divisions our IT services division and and talking to IT people you know they understand seed price or flat rate pricing you get into complex cost per page rates and overages and different things that are built into there you know they kind of gloss over a little bit so or a lot okay as I remember one day they started as an owner of a business somebody started to talk to me about it we were looking to put a new device in and I was like I'm a technical guy and you're way over I had you know this is this much for so many copies in black and white and leather and this much illegal but yeah I get per seat billing absolutely can get that yeah so now what we're actually looking at doing is changing some of these order to devices and service so you forget about leases forget about minimums and maximums you we can do a flat rate or maybe a blend great you know just depends on the situation just with the and as our costs determine now we can just switch the device out or make if we have a problematic device you know it's hardware's Hardware sometimes you get one of those machines it's not Elise with somebody and maybe it's got three years left on it and it's having a ton of service issues and you know that causes more complex situations on trying to switch a device out that's not Elise with a different company so we're seeing device as a service as a possible solution to some of those situations where you know that would be one example where we could just tear it out if we want but different in but maybe we get a different device that has a better operational cost for us and we can put it in their customer gets a new machine and we make a higher margin and then we could just put that machine to a different situation so yeah just all focusing on that mr r is the holy grail everybody wants the recurring revenue for obvious reasons but currently we're we were a little higher than this but as we took on our IP venture that changed its naturally a little bit for a couple of years but we're at about 55 percent mor now and we should be at about 65 percent I think we're just right under 60 percent for 2018 year now 58 and a half 59 percent mr r so our target for 2019 which i think is easily attainable as 80 percent so like any business that could get 80 percent of their monthly or annual revenue on an automated recurring basis just hitting your bank account regularly being automated ly processed that's that's a pretty comfortable way to live and I think those numbers themselves speak to automation louder than anything else we've said yeah there's a the financials don't lie when I'm with it's all about the m RR and yeah I'm still amazing how many IT companies across the spectrum whether it's MSP office equipment space security alarm you know still a lot of people talking about it but they haven't made the move and if you're one of those man feel free to reach out to me reach out to West on a nobody if Jeff wants to talk to you or not that's up to him but we'd love to do that with you about that because I mean that's you know it's interesting you measure that right Jeff a lot of people don't even measure what their percentage of revenue is on Enron but I can tell you from my perspective having really made the move to subscription saw from what we did it makes all the difference in the world and it gives you a cushion when things go bad predictable revenue it's a wonderful thing so congratulations to you I'm making this changes and for having these these great wonderful lofty goals that I'm excited that we can help you hit yeah those will do you for making it possible clearly with the other platforms we were using it wasn't possible we can we now in 55 all right weapon just in the interest of time we've got just a few minutes left to get to questions and there are a few and Jeff is as you are on sort of the speaking right now there's one for you and it's what advice would you give a dealer looking to add managed IT should they buy or build oh yeah that's that's it's a very common question there's naturally with any other decision there's pros and cons to each if you buy an existing firm you should have an existing base of clients you have staff that are there you should have a certain amount of em are are built in already so you're not trying to start from zero and go forward but the cons are you know if you're looking at those employees if you are starting from scratch with maybe employees that you hire in the first place or are you buying a problem also the tools that you're using are those the tools that you would use anybody that's ever gone through a main a software transition moving from one platform to another for whatever aspect it is that runs your business a very time-consuming and painful and employee frustrating process so if you decide to change your platforms of whatever you're using from your arm and tools to your PSA tools to whatever that can be quite a challenge if you build yourself it's literally starting a new business no no ifs ands or buts about it it may be on the same same P&L sheet but yeah most of your tools are different real your your rmm tools to manage your computers are different than your remote tools to manage your apprentice you can flow it all into a tiger bar or some other PSA tool that you you may want to investigate I don't think that the other ones that I looked at which are you know all the top ones weren't able to blend the IP and the print side of the house like tiger pumpkins so I would recommend looking at that but you can pick your tools you can pick your vendors you can pick your employees and build your SOPs and processes as you're rolling your services out and then go to your existing customers and take maybe a little slower step at it your revenue is going to grow slower than if you buy somebody but it may be more profitable and less painful okay thank you another question we have is could you use location information like GPS on the mobile device to better track time on-site oh that's a good question we don't do we don't do GPS today it's definitely on a road map we talked about it one of the challenges that we've run into is a lot of our clients and larger locations where they may actually be working say in downtown New York and they may have 10 clients in a building and so the GPS can be rather unreliable if you've got multiple clients like that so the approach we have today is kind of what Jeff talked about is the mobile device you know you have your agenda right you have the tickets that you've been assigned you have your schedule and it's you know you tap once to say I'm on route to that location you tap again when you get there what that does is actually creates a time entry for the travel it starts and stops that time entering saves it against the account then it starts a new time entry when you're on site so then you can do work you can fill your items off your truck and our notes scheduled pass and then you tap a button it says I'm all done it automatically closes that time down and again finishes up rounds that if necessary and attaches it to the client so it's not GPS aware for tracking the time it is very much designed to capture real time time entry for the job you're doing in a very simplified format so we're looking at it the GPS was exciting it's sexy but we haven't we haven't found a way to integrate it in a meaningful way yet okay and the next question that we have is can you build different rates for travel compared to on-site or remote support absolutely yeah yeah I wish I had time and there's this if you if you have a deep interest and this is where a demo of our product to be great because the time the interesting thing is the time is designed to be easy to enter but it has quite a comprehensive back-end so you can have different what we call time log reasons right travel could be a reason travel to a certain type of client more than 30 minute travel you set up your reason codes just like the type of work you're doing you know this is a remote type of work or it's an on-site work and those different reason codes are attached both the different labor rates as well as the different costs depending on the reps executing the work so yes and where the automation comes in is the system is smart enough so when I tap travel it knows who you are it creates that proper time entry so that you get the right building on the backend same when you're doing the work so yes absolutely you can manage all that and you can set it up as a comprehensive matrix in the backend but it's very easy to use in the front end because you don't want to put that burden on your text a the more complicated you make it to enter time the less likely they are to do it and be honest beef you're going to screw it up they're just not going to get it right again that's just more more overhead for them you want them focus on doing the job so yeah great question great and what we're gonna do though in the interest of time is for any questions that have not been answered we promise to reach out to you directly with answers to those questions and there are some great ones so thank you very much and maybe with that we'll move on to the final slide you know just personally James I want to thank you for having us involved with you know this presentation I think that profitability and automation and making sure the other right tool sets is one of the most important things you can do to make sure that you're not just controlling profitability in the future as convergence continues to happen but you're actually improving that profit bill so thank you very much for having us I'm going to participate you know so many times and business owners get together they talk about revenue what's your revenue this year but it's it's really the profitability at the end of the day that matter matters right and you know and we can have a whole discussion maybe in the future and how do you deal with the client that's not profitable you know if you're not if you're not firing clients that aren't profitable that's a big mistake so the first thing is understanding and it's a subject near and dear to my heart and at tiger paw and man we just love working with you and I'm grateful that you and Jeff spent the time with me today on this absolutely yeah thanks for having me all right I think that concludes the webinar again if you've got questions that we didn't get answered I'm so sorry that we ran out of time but I promise you we're going to reach out we're going to get you answers on those so expect to hear from us in an email and maybe we can engage in a dialogue that way and answer any questions that you got about moving into a converged space so thank you all right and have fun profiting here's all