In this episode, I sit down with Chris Morell, founder of Vectus, to discuss how transforming your MSP service desk operations can drive sales growth, reduce team stress, and improve client retention.
Chris shares insights from his 25-year career at Pro Drive including navigating a management buyout and turning an inefficient, chaotic help desk into a calm, profitable, high-performing service center.
Chapters
00:00 – Introduction to Chris Morell and Vectus
01:00 – Chris’s 25-Year Background at Pro Drive
03:42 – The Link Between Operations and Sales Success
06:00 – Moving Away from Help Desk Chaos
08:40 – The Kitchen Analogy for Service Desks
11:00 – Deciding to Implement Real Operational Change
15:18 – Using Service Delivery Data in Sales Conversations
20:27 – Managing the Tension Between Sales and Operations
22:14 – The Operational Risk of Non-Standard Tech Packages
27:16 – How Vectus Helps MSPs Restructure
31:40 – Establishing Processes, KPIs, and Performance Management
38:00 – Why Clients Crave Service Consistency
40:03 – The Onboarding Handover from Sales to Operations
44:48 – Turning Satisfied Clients into Long-Term Advocates
48:58 – Using AI to Crunch Ticketing Data and Spot Issues Fast
54:30 – How to Connect and Work with Chris Morell
————————————————————————
SUBSCRIBE and hit the ALERT button for upcoming videos!
Want to know the secrets to sales growth?
Sign up for my weekly newsletter to get weekly insights on how you can grow and scale your business or Sales career.