Category Archives: MSP

MSP Measurements – the “Why” of KPI’s


“What gets measured gets improved.”
– Peter Drucker

One of the most valuable lessons I learned as a business owner was that even though I was running the day to day operations of my business and knew everything that was going on, I did not grow significantly until I started to actually measure what I was doing.  KPI’s are not just some fancy acronym reserved for large scale enterprise, they are Key Performance Indicators.  What is key to you is probably different from what is key to another MSP but there should also be similarities.  The most important things is to have them.

I boiled my KPI’s down to two categories, security and change.  Security based KPI’s made sure that I stayed within my operational safety zone and change based KPI’s allowed me to see if I was headed along the trajectory of where I wanted to be next.

Examples of simple financial based KPI’s can be:

  • Monthly minimum billings (cash flow)
  • Cash on hand (your bank balance)
  • Budget vs. Actual Expenses (cash flow)

Examples of simple change based KPI’s are:

  • New customers (sales)
  • Monthly billings % growth (sales)
  • Employee billable hours (efficiency)

Your KPI’s depend on your focus, what makes you feel safe and where you want to take your business.  You can get fancy with KPI’s but I suggest you don’t.  The first step is to determine 2 or 3 from both categories and concentrate on those for at least three months.  After three months you will undoubtedly have gleaned some additional insight into what KPI’s are right for you and your business.  Some KPI’s make obvious sense and some need to be tested, there is no harm in trying to measurements.  Some KPI’s should be looked at weekly and some monthly, this will vary from business to business.  Keeping an eye in them will help you to react faster to both downturns and opportunities, minimizing risk and maximizing return.

Even if you are a one-man shop, measurement is critical to obtaining the success and stability you want from your business.  It is very easy to say “I paid all the bills this month, we must be OK” and carry on.  That attitude allows for little to no growth will not help you prepare for market downturns.

Measurement is critical for reaching goals, both personal and professional.  If we don’t know where we are or where we are going how do we ever expect to get there.

MAX RM Search Feature

If you have not seen it, MAX RM now has a search function on the dashboard.  It is a relatively simple idea that makes much needed bulk action capability a reality in the dashboard now.  For a quick peek at how to us it, simply watch this short video.

MAX RM Check Clearing Options

It has been a while since MAX released the feature to be able to have options pop up when clearing checks.  Therefore I thought I would briefly cover them in a blog post given some recent interest on LinkedIn.

See the YouTube short version here:

The check clearing options allow you to set 24×7 Check clearing and Daily Safety Check (DSC) clearing separately.  It also allows you to have the check clearing be interactive, allowing for on-the-fly selection of check clearing behavior.

To access the Check Clearing Settings select the Settings menu and choose General Settings.  Then choose Check Clearing from the options on the left.


From the Check Clearing settings you can set the check clearing policies for either 24×7 or DSC to the following options

Keep check cleared until the check passes – means the check will remain cleared until after it is no longer failing AND it fails again.

Keep check cleared until the next time the check runs – means the check will reset the very next time it runs and either pass or fail based on the new results of the check.

The really interesting option though is the “Allow user to select check clearing behavior when clearing checks.”  This option allows the user to select how the check is going to stay cleared using the two rules above OR another option that allows you to Keep check cleared until … a certain date and time.
* NOTE: At this time there is a known bug with clearing the check until a specific date and time that sets the date for 30-Nov-1999


An additional option, not shown in the Check Clearing settings is the ability to add notes when clearing a check.  If you add the option to add notes when clearing a check, the notes fields are mandatory.  You must fill out at least one of the notes fields (public or private) to clear the check.


The notes feature is really useful in larger MSPs with multiple technicians so that a reason must be given whenever a check is cleared.  This helps more than just knowing who cleared the check but requires them to give a reason for clearing it as well.

MAX I.Q. Blog Post – Increasing cash flow and profits by utilizing a service desk


How can a piece of software increase your cash flow and profits? To be honest, it is not the software; it is the automation of processes that the software facilitates. Regardless of your business you must have processes in place and make them workable in order to succeed and scale. Unfortunately humans are prone to distraction and must sometimes be given a framework for getting mundane tasks done.

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