TruMethods Member Q&A: Get Comfortable Being Uncomfortable

Despite studies encouraging us to experience new things, we more often than not stick with what we know. But when we do that, we typically miss out on potential opportunities of becoming not only a greater person but also a better leader.

“I was nominated and graciously accepted to further develop and improve my leadership skills,” said Tracy McCollum, Operations Manager of Green Dot Active Solutions, a Pittsburgh-based MSP, in response to a question about her experience as a TruPeer pod captain. Every pod includes 8-10 companies, who elect a captain to facilitate meetings. “The technology industry needs more women in leadership roles, and I felt this was an opportunity for me to take a step in that direction. It helped that an interesting and supportive peer member from another country offered to co-captain with me — we could always use new friends in different places.”

During our one-on-one conversation, she shared her story about how becoming a pod captain has made her a better leader, why she decided to step outside of her comfort zone, and what participating in peer groups can do for MSPs.

A lightly edited transcript of our conversation follows.

When and why did you join TruMethods?

In 2014 — wow, it’s been a while!  After seeing Gary Pica present at several different IT conferences, we were impacted by his passion and genuine belief in the TruMethods framework. In 2014, we decided it was time to see how TruMethods could help us grow our business.

How has becoming a pod captain made you a better leader?

It provided an opportunity for me to step out of my comfort zone, which is always a benefit for personal and professional growth. Being able to handle and manage extra responsibility is a confidence booster. It’s also helped me to be more outgoing and connect with all pod members in ways I may not have done if I wasn’t in this role. I also ask for and receive feedback from the pod to see where I can improve as a leader and what changes are needed for the group to be successful. All of this is a great leadership learning experience!

What has your biggest takeaway been from TruPeer?

The positive connections with other members are invaluable. I don’t believe these relationships would exist and take off the way they do without the structure and support that comes from the TruPeer leadership and staff members. The kind candor shared between people in the same boat as we are has empowered us to talk about real problems and make many decisions we were lost on before.

How have the TruPeer experts helped you with succeeding?

They created this awesome culture that fosters invaluable connections with peers. They developed formulas and databases, so we can use hard metrics to measure where our business is at now and to determine exactly what we need to do to reach future goals. They research trends and create special projects for members to focus on to get ahead of the game. Most importantly — they show up and answer questions and personally interact with members of TruPeer.

How can TruMethods members get the most out of TruPeer?

Through engagement. Attend the meetings, interact with members, watch the videos, enter SMART numbers in the app, complete the business plans, attend office hours. There are so many resources in so many different platforms and you don’t have to do it all at once. Avoid burnout and pace yourself — you’ll get there. Once you’ve engaged and listened and have the support and accountability of your peers behind you, executing and achieving your bigger picture becomes much easier.

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TruMethods Member Q&A: Rethinking the MSP Business Model with TruPeer & myITprocess

When something’s not working, it’s time to reevaluate what you’re doing. There’s bravery in asking for help. And after you do, you’re oftentimes rewarded. 

“I went to all of Gary’s breakout sessions at DattoCon 2019,” said Jimmy Huber, president and founder of InfoTech. “His message really resonated with me and made me rethink pretty much everything I thought I knew about the MSP business model. I briefly asked him some questions afterwards and quickly learned that he was basically playing 4D chess, and I was woefully behind in my traditional practices. Once I discovered the reasonable price, it was a no-brainer from there.”

During our one-on-one conversation, he spoke more about how he has implemented what he’s learned from TruPeer, what TruMethods provides that other vendors can’t and how myITprocess has helped him with developing a repeatable client process that is the basis for high-value relationships.

A lightly edited transcript of our conversation follows.

Describe your company before joining TruMethods and after. 

We were an eight-person team, underpriced and undervalued. We had been innovating internally from various resources yet hadn’t figured out how to unlock our full potential. Once we started using TruMethods, we slimmed down to six people, started using TruMethods terminology to better communicate as a team and within several months were on a track to growth again.

What’s your biggest takeaway from TruPeer? 

I learned that there are many business owners that deal with the same problems and have the same questions as I do. I am not alone. An entire community of MSP leaders wants to learn and grow together. That’s something special, and I’m grateful to be a part.

How have you implemented what you’ve learned from TruPeer? 

I’ve started tracking my sales leads, updating a PBR and intentionally connecting with my COIs regularly. I’ve almost overnight increased my warm leads and FTAs just by working the system and getting out of my comfort zone. TruPeer has given me the confidence to try new ideas and refine processes that we were already doing, but not talking about effectively internally. This was huge for us and has literally motivated my entire team to be better. They now know “the why” and I’m a better leader because of TruPeer and my continued relationships in my Pod.

What does TruMethods provide you that other vendors don’t?

TruMethods is a platform with countless resources that all help to further my potential and my business to set and meet our goals. Rather than just try to sell me products, TruMethods helps me be better in my own role and enables me to lead others to do the same. The TruMethods team is full of people that care about others, and it shows. They also have a great way of bringing out the best in me personally since many skills I’ve learned at the office carry over into other areas of my life. Most vendors seem to just want to sell and not force the healthy conflict that gets results. I now know how to do that better in my company and with my clients.

How has myITprocess helped you with developing a repeatable client process that is the basis for high-value relationships?

I’ve realized that I already had good client relationships but was not developing them effectively. I had many excuses for that, but myITprocess is helping us build a process to meet regularly with the right people and discuss the right topics that lead to better decisions that matter. I now have regular meetings with decision makers at most clients and can discuss their business goals and not just burning issues or tickets. The value created with myITprocess also carries over into the sales cycle and allows us to command a higher price, which in turn creates the ability for even more value. It’s unlocked so many doors for us, I wish I’d done it years ago!

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TruMethods Member Q&A: Checking Back in with Fuse Networks

Finding what makes your business unique is what puts you ahead of your competitors and in a better position to generate monthly recurring revenue (MRR) at the right price. What makes an MSP stand out is its Super Power.

For this Q&A, I chatted with Travis Thom, CEO of Fuse Networks, a Tukwila, WA-based MSP. In July 2019, I interviewed Travis for a previous blog. Now, I check back in to see where his business is today.

“Since joining TruMethods, we’ve retooled our business processes to better define our Super Power, which we refer to as “The Fuse Advantage,” said Travis Thom.

During our one-on-one conversation, he spoke more about The Fuse Advantage, revealed how his business has evolved since joining TruMethods, and what he’s learned from being a TruMethods member.

A lightly edited transcript of our conversation follows. 

What type of shape was your business when you first joined TruMethods? What challenges did you face?

We were a company in transition. We had just received notice that our largest client was going to be acquired and they would be leaving. We continually found ourselves needing to adapt to our clients’ requests and react to their needs; baseline standards were set but varied by each client, causing more reactive time be spent by our support staff. This was counter-productive when it came to our service offerings, company culture, and our company way.

How has your business evolved since joining TruMethods?

Leveraging the Technical Alignment Process and IT Strategy process has proven to build more inclusive relationships with the clients we support and as a result the Service Desk’s reactive noise has decreased. It’s awesome seeing continuous positive feedback from clients on how we’re doing via CSAT and NPS submissions as it validates the maturity the TruMethods framework is providing.

What have been some of your biggest takeaways from TruMethods?

First, clearly define the roles and responsibilities when it comes to the different pillars in the TruMethods framework. This allows reactive hours to be measured and compared against proactive activities. Doing this enabled everyone at Fuse to see the leverage we were creating, which played a big part in the shift in culture we experienced. Second, use the standards library and tools that are available within TruMethods and myITprocess. When we were getting started with the TAM process, the team put a lot of emphasis on making it perfect which caused delays in moving forward due to paralysis by analysis. Start with what’s provided and appoint a standards committee to review the process, after you’ve went through the a few cycles it will be easy to identify what should be modified or added.

How would you describe your business today?

Fuse is a rewarding place to work. We have a team that understands customer services is the cornerstone of our success and our IT standards are the pillars that guide the decisions being made. Because of this, everyone at Fuse understands our mission, and we can deliver on the essence of each role being filled. We sell a solution that goes beyond traditional managed IT services or cloud services; we leverage IT systems, so they can be used as an asset for the business instead of the perceived encumbrance associated with IT.

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TruMethods Member Q&A: Process is the Key to Success

Processes must be put in place if you want your business to succeed. We at TruMethods work with you to accomplish just that.

“We had our best year ever through the pandemic,” said Paul Barnett, CEO of Network Depot, a Reston, VA-based MSP and TruMethods member. “We attribute that to continuing to follow the process and sticking to the plan.”

During our one-on-one conversation, Barnett revealed why he believes TruMethods is so valuable, shared his thoughts on the TruMethods methodology, and highlighted his favorite feature of the myITprocess software.

A lightly edited transcript of our conversation follows.

You have been a TruMethods member for quite a few years (since 2010). What is it about TruMethods that you find to be so valuable?

Insight and guidance on the sales process. More specifically, the review process, driving efficiency by tamping down recurring tickets, and selling projects. Also, originating new managed services sales through the inside/outside sales process.

Do you feel that having a Member Success Advisor and having regular check-ins has been impactful?

Yes, they have been very helpful and keep us accountable to the process.

Have you found that the TruMethods methodology has impacted your business through the COVID-19 pandemic?

Staying engaged with our clients has allowed us to sell more projects, moving people to remote work and cloud services, during the pandemic.

What is your favorite feature of the myITprocess software? How has your team been involved in the software?

We use the review templates quite extensively with our clients. It’s part of our account management process to drive project work, and to tamp down reoccurring tickets and driving efficiency.

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TruMethods Member Q&A: Why Structure in Peer Groups Matters

You don’t join a peer group to network with people in your industry. You join one to learn and overcome the challenges you’re facing. And the only way a peer group can help you with that is by being organized and providing you with the right content.

“I was introduced to TruPeer by a colleague that is a long-time member,” said Jason Buckley, Partner at Jasco Technology, a Las Vegas-based MSP. “Our rapidly growing MSP was causing a lot of management pain we were looking to both understand and fix.”

During our one-on-one conversation, he revealed how TruPeer is different than other industry peer groupswhat he’s learned from being a member of our peer group, and how other MSPs can benefit from TruPeer.

A lightly edited transcript of our conversation follows.

How is TruPeer different than other peer groups in the industry?

I have found TruPeer to be hyperorganizedwith the meetings and content organized in a way that allows me to get what I need without wasting a minute of my time. Other peer groups I’ve been part of are not as efficient as TruPeer.

What has been the most valuable takeaway from TruPeer?

The validation of all the “gut feelings” I’ve had since starting our MSP.I expected there to be a better way to do what we were trying to doTruPeer has laid it all outplus I now have a close relationship with the other TruPeer members in my POD.

How have you learned how to work smarter, not harder?

I have been working even harder at working smarter! 

How can MSPs benefit from TruPeer

TruPeer gives you access to a gold mine of content that will help guide you to make your MSP more profitable and grow faster. I have built relationships with eight other likeminded MSP owners/operators that are trying to make their MSP better. I can’t think of anything more valuable than that!

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TruMethods Member Q&A: Keeping Yourself Accountable with TruPeer

Keeping yourself accountable is challenging, but when you‘re in a peer group, your peers are the ones keeping you in check. It’s one of the big reasons why MSPs join peer groups, but everyone’s journey and what they take away from peer groups are different.

“In 2018, I attended my first MSP-focused event and heard Gary speak about the TruMethods framework and was instantly intrigued,” said David DeFrancis, owner and founder of IT Proactive, a Costa Mesa, CA-based MSP. “Shortly after we became a member and started with myITprocess and quickly realized that there was a lot more to the framework than just some softwareOver the next year, we slowly started implementing the five delivery areas but didn’t have peers to bounce ideas off and compare notes. When Gary announced TruPeerat Schnizzfest 2020 in Orlando, I was immediately sold and couldn’t wait until it started.”

During our one-on-one conversation, he revealed whathis biggest takeaway from TruPeer has been, what he’s learned from other TruPeer members, and how new TruPeer members should approach the MSP accountability group.

A lightly edited transcript of our conversation follows.

What has been your biggest takeaway from TruPeer?

The biggest takeaway from the groups is the accountability on a regular basis, the ability to compare notes, struggles, services offered with owners of similar size MSPs. The training and guidance that we get from Gary, Peter Briden and the entire TruMethods team has been invaluable.

What have you learned from other TruPeer members?

I’ve learned that I’m not alone in my challenges and struggles. The group has given me confidence in process. I’ve been able to bounce package and pricing ideas, employee engagement, service delivery, tools and most importantly — Smart Numbers. 

How should new TruPeer members approach the program? 

New TruMethods members should come in with an open mind with the understanding that some of us have been doing this for years and to not be intimidated by the use of TruMethodsacronyms. TruPeermembers love to help, it’s the way we learn and grow. One of the most important things will be ability to carve out time in their schedule.

If you would like to learn more about our TruPeer accountability group, click here.

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TruMethods Member Q&A: ‘The Number One Thing I Hoped to Change was Me’

Joining a peer group takes a lot of courage. While being in a peer group can benefit you in many ways, the process usually isn’t for the faint of heart. Peer groups are designed to give you tough love when it’s warranted. Being open minded is key to your success in any peer group.

The number one thing I hoped to change was me,” said Hoyt Hagens, president of ProMission, a Meridian, Idaho-based MSP with customers in several industries, 

including healthcare, manufacturing, legal and education. “For ProMission to be successful, I would have to make the change from technologist to businessman, from a guy working in the business to a guy working on the business.” 

During our one-on-one conversation, Hoyt revealed how he was willing to be vulnerable and make changes to improve business results, how TruPeer (TruMethods newest peer offering) has made him more accountable, and what MSPs considering TruPeer should know about the industry-leading peer group. 

A lightly edited transcript of our conversation follows. 

Why did you decide to join TruPeer? 

There were a number of things that contributed to my decision to join TruPeer. I attended Schnizzfest 2020 in Orlando and spent time with other owners that had achieved amazing success. The number one recommendation I walked away with was “join a peer group.” I came to realize that in order to change, in order to achieve the kind of results I saw other owners achieving, in order for me to turn ProMission into a successful business, I had to gain access to people smarter than me who were willing to hold me accountable.

As a technologist, I made a good living. I created a great job for myself that I called a business. I came to recognize that if I was going to have any hope of building something of value, something that did not require my presence to function, then I needed some help. 

Where was your business before joining TruPeer and where is it now? 

It is important to note that I am in the midst of the journey. I have by no means arrived. When I came to TruPeer, I honestly did not know where my business was. I rarely looked at my financials; I made enough money that I could afford to keep my head in the trenches. But after splitting off a portion of the business in 2017, it became apparent that the managed services side of the business, what was left after the split, was not pulling its weight and I had no idea how to fix it. I joined TruMethods in an attempt to gain knowledge, thinking knowledge was the answer, but soon found that knowledge without discipline and accountability only resulted in good ideas.

At this point in my six-month journey with TruPeer, we are still incredibly chaotic, I struggle with priorities, and we are not anywhere close to achieving the profit I hope to achieve. But, for the first time in my business career, my financials are in line with a (TruMethods) standard, I have a budget, and a one-year business plan. There is a lot of work to do yet. The difference now is that I have a driving force behind me. The success and encouragement of my peers provide proof that all I have to do is keep chipping away at it.

How did TruPeer make you more accountable? 

TruPeer helped make me more accountable by my choosing to be held accountable. There is something about submitting your will to a group of professionals in your field that makes you want to achieve. I’m human. I procrastinate. I let other urgent items align my priorities. When you ask someone else to hold you accountable, they help align your priorities, sometimes through gentle encouragement, sometimes through well-deserved peer pressure (public shame).

What should MSPs know about TruPeer? 

I am gaining all that I had ever hoped for and more from a peer group. I get to ask questions of others in my field that I was never able to ask anywhere else: What tools do you use? What works? What doesn’t work? How much do you charge? How do you charge? How do I hire? How do you fire? The list is endless.

This peer group is so much more than aligning your methodology with TruMethods. It is also about finding out that you’re not nuts. This is a hard business with some good news attached. It is possible to succeed and be as good at business as you are at technology. And to top it all off, you end up building friendships with folks that you would have never had the opportunity to otherwise.

MSP Cyber Resilience

A Look Back: Top 6 Conversations with TruMethods Members in 2020

2020 was a rough year for everybody, but despite its many challenges, TruMethods members have weathered the storm. They’ve learned to adapt, and they’re now better businesspeople because of it.

There are a few reasons why TruMethods members are better off today than their peers: They’re involved in peer groups, implementing standards, processes, and frameworks, and looking beyond. 

Even though I speak with TruMethods members every day, a few notable conversations come to mind. Throughout the year, I published them on the TruMethods blog, and I think they’re worth revisiting in the new year. 

TruMethods Member Q&A: Fitting myITprocess in with Your Day-to-Day Business Activities

There are plenty of ways for you to fit the myITprocess software in with your day-to-day business activities; however, you must first determine what works best for you and your clients. During our one-on-one discussion, Tiffani Childress, senior client partner at DataVizion, a Lincoln, Nebraska-based MSP and TruMethods member, explained how she fits myITprocess in with her day-to-day business activities, how customers have responded to the Strategic Roadmap available in myITprocess and how she’s “looking beyond.”

TruMethods Member Q&A: How MSPs Can “Look Beyond”

While the COVID-19 pandemic has the world upside down, things are eventually going to get better, and when they do, MSPs must be ready to capitalize. That’s why being able to “look beyond” is key. Rob Baker, director of professional services at Da-Com Corporation, a Columbia, MO-based MSP, provided me with insight on how myITprocess fits in with his business activities, how he’s improved the vCIO process during the COVID-19 pandemic and what he’s doing to look beyond.

Q&A: Why Joining an MSP Peer Group Can Help Your Business Grow

If you’re looking to take your business to the next level, joining an industry peer group may be your best option. Surrounding yourself with your peers can work wonders when you’re trying to determine what to do next. But without the right framework in place, you and your peers are left looking for direction. That’s why joining a peer group with a tested curriculum is key to your success as a small business owner. During a conversation, Danny Carlson, EVP of Platinum Systems, a Kenosha, WI-based IT services and managed cloud solutions provider, revealed why he decided to join TruMethods peer group (TruPeer), stressed the importance of MSPs joining peer groups, and also shared how his business has benefited from TruPeer.

Q&A: Why Peer Groups Hold MSPs Accountable

Holding yourself accountable for your outcomes isn’t easy. But when you get together with a group of like-minded individuals, anything is possible. Matt Fabela, president at People 1st, a San Francisco-based MSP, spoke to me about how his company has grown since joining the TruPeer, how peer groups can be beneficial to MSPs and why MSPs in peer groups have a competitive advantage in their respective markets.

A Conversation with Kirk Lesser, President of Renascence IT Consulting

Nobody planned for the COVID-19 pandemic. While MSP owners didn’t get the chance to proactively prepare for the crisis itself, some are in better shape right now than others. Why is this the case? MSPs succeeding during these challenging times began implementing solid frameworks long before the COVID-19 outbreak. Kirk Lesser, founder and president of Renascence IT Consulting, found the found the time amid the height of the pandemic to provide his thoughts on how the industry has evolved, what he’s taken away from myITprocess and give his perspective on where the MSP space is heading.

A Conversation with Jeremie J. Mailloux, vCIO at itWORKS! Inc.

Someone who’s been benefiting from the TruMethods framework is Jeremie J. Mailloux, vCIO at itWORKS! Inc., a West Barnstable, MA-based MSP, which launched more than 20 years ago. Before becoming a TruMethods member, Mailloux had been struggling with managing and following through with processes, a challenge he knew he needed to overcome to move on to the next level. I caught up with him to learn more about how the TruMethods process has changed the way his company operates.

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What 2020 Taught MSPs About Cyber Security

TruMethods Standards and Alignment Manager, Brian Dappolone, gives his take on the security landscape of the industry and how businesses can better prepare for 2021.


Why should MSPs reevaluate their security processes and take time to focus on security during the end of 2020?

Three months into 2020, businesses had to make a split-second decision: close up shop or create a remote workforce. Creating a remote workforce was tough due to inadequate resources or a plan for full-time remote workers. The quick transition from office to home produced security gaps granting threat actors easy access to confidential data through a user’s unsecured home network.


What are some simple ways MSPs can improve their current cyber security practices?

Start with a plan and continually check your cyber security program. If formal security policies and procedures are not in place, get them on paper, and make the effort to enforce them. Start small by using the Center for Internet Security’s CIS Controls Implementation Group 1 standards and increase your company’s maturity level as necessary.


How has COVID-19 changed the security landscape for MSPs?

With the extensive shift of employees moving from a secure office network to their homes, increased exposure to confidential information was likely. Lack of encryption on laptops and mobile devices, weak or no wireless access passwords, and poorly configured networking equipment have changed how MSPs secure their clients.
Who in their organization is responsible for implementing security practices and keeping processes up to date?

In some circumstances, statutory or regulatory compliance requires the assignment to the role that maintains policies and procedures. For instance, HIPAA explicitly states, “Identify the security official who is responsible for the development and implementation of the policies and procedures required by this subpart for the covered entity or business associate” (45 CFR § 164.308(a)(2)). Small to medium-sized businesses may lack the budget or resources and could outsource the responsibility to a reputable vendor. Enterprise organizations most likely employ in-house security personnel.


How often should an MSPs cyber security plan be evaluated?

Evaluation of an internal security plan is an ongoing process; there is no set frequency an MSP evaluates or updates their plan. The frequency, depth, and breadth of a cybersecurity program are all dependent on the organization’s level of risk. Businesses with a lower level of risk may assess their security program less often than organizations with medium to high levels of risk. That is, a mom and pop shop most likely has less complex network security than a multinational corporation.


How can TruMethods help MSPs/vCIOs on this topic?

The TruMethods FormulaWon program and myITprocess go hand in hand when evaluating and implementing the security controls of your customers. FormulaWon establishes company roles (e.g., vCIO, Technology Alignment Manager, Service Desk) and outlines how they work together to build Technology Success and develop a World Class MSP. With myITprocess, MSPs go a step further by developing standards and best practices, performing an assessment of their customer’s environment, and designing a strategic roadmap to implement improvements over time. FormulaWon and myITprocess give MSPs and vCIOs the tools needed to build a thriving IT company while securing their clients.

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TruMethods Member Q&A: How MSPs Can “Look Beyond”

While the COVID-19 pandemic has the world upside down at the moment, things are going to get better, and when they do, MSPs must be ready to capitalize. That’s why being able to “look beyond” is key to their success. 

First and foremost, we have started to dedicate a lot of time towards our Inside Sales Process and ramping up our activity to develop more leads for 2021,” said Rob Baker, Director of Professional Services at Da-Com Corporation, Columbia, MO-based MSP. “We have changed our incentives to better align with our goals for the Inside Sales Role and have really defined what our ideal customer and message should look like.” 

During our one-on-one discussion, Rob provided insight on how myITprocess fits in with his business activities, how he’s improved the vCIO process during the COVID-19 pandemic and what he’s doing to look beyond.  

A lightly edited transcript of our conversation follows.

When and why did you become a TruMethods member? 

I’m not sure on the exact timing, as I was strictly overseeing the sales side of the business at the time.Mike Keen was our director of IT, and he introduced the service methodology to our company sometime between 2018 and 2019.We really didn’t start moving everything into place until late in 2019, when I took over, and we started implementing myITprocess.Our Member Success Advisor, Heather Caporaso, really helped us ramp up, and then we have just recently, over the last few months, started implementing the Inside Sales Process. 

How does myITprocess fit in with your business activities? 

Not only has this brought us closer to the leadership within our clients businesses, it has also helped us gain more project work due to that new found trust.Our help desk calls have really decreased since we have found our rhythm, and we’ve even been treating our own business with these same methods, which has kept us on top of our business and technology, as well. 

How have you improved the vCIO process during the COVID-19 pandemic? 

Our vCIO is scheduling more frequent touches with our clientsand we have even offered these services at no additional costs to legacy program customers that have yet to make the transition.We have already converted one to the new program since doing so.Virtual meetings and the myITprocess platform have also boosted the attendance of these meetings. 

How are you delivering strategic value through the vCIO process? 

We’ve done this in many ways, but probably most important during this time is helping them strategize on how to use this unfortunate scenario to knock out some initiatives and keep progress moving while there is less impact on the business.We’ve seen a lot of customers use this “downtime” to finally move forward with major initiatives that would otherwise put on the back burner. Especially for companies that were underutilizing technology that now are in a position to invest in streamlining their processes to reduce those bigger costs surrounding hiring. 

How have you adapted the TAM (Net Admin) role to the needs of clients during the COVID-19 pandemic?

We have still been going onsite for the majority of our customers, although, at first, we were giving them the option.In the Midwest, our customers have been fairly open to in person visits as long as everyone wears masks.Honestly, most of the offices have deployed work from home policies, so not only is there less people, but now our TAM can focus more on their alignment status without getting pulled into other conversations or the occasional misdirected issue.

How are you “looking beyond”?

For the remainder of 2020, we have spent a lot of time reviewing our best practices within the TruMethods framework and working with vendors to make sure we are utilizing the technology to help us achieve better results for our customers. We are currently switching RMM, PSA, help desk, and SOC vendors to do this, so we are excited to further align our processes with these tools.Security has been a major focus of our vCIO during QBRs and we look to have a very successful 2021, as we have expanded our offering to include those services out of the box.

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