[Podcast] An Overview Of Fleet Migration With Datto

Nov 29, 2016

[Podcast] An Overview Of Fleet Migration With Datto

BY Chris Brunau

BCDR

Rob and Lindsay discuss a Datto fleet migration and how partners can simplify the process. They explain some of the ways Datto improves the migration and ensures our partners have exactly what they need to be successful. They discuss some of the resources and features available to Datto partners, some common misconceptions around migration and what partners can potentially expect during the migration process.

Transcript

Rob Rae:
Hey everybody. Welcome to this week's Datto Partner Podcast. This is Rob Rae, Vice President of Business Development, of course, with Datto. Yet again welcome to this week's podcast. Thank you for tuning in. Really appreciate your support as we continue to gain momentum with our podcast here.

This week we're going to be talk about fleet displacement. As you continue to see, Datto's been growing significantly, worldwide we've been growing and as we continue to expand within the North American market and then continue to venture into new markets, we're also seeing a lot of MSPs that are making that upgrade or making that change over to Datto and, of course, change is not always easy. A lot of that comes with displacement. Changing the technologies that your current customers are using, changing technologies that your technicians are familiar with, it can be a daunting task. There's no doubt of that.

As a result of a lot of our growth and result of a lot of our partners and prospects that have been working with us, the MSPs that have been working with us, and them asking, "Hey, is there a way to make this easier?" We've actually hit on a few points that we can actually talk about today. That's what we're going to talk about today.

Joining me we've got Lindsay Henderson. Lindsay is Datto's director of Partner Success. Lindsay, welcome to the podcast.

Lindsay Hendersen:
Thank you so much for having me, Rob. I'm very excited to be a part of this and talk a little bit about our fleet displacement process.

Rob Rae:
Awesome. We've very happy to have you. Obviously, Lindsay has been heading this battle. She has been the one that has been looking at our existing customers that still maybe have some fleets with competitors that they don't want anymore, but haven't made the ability to change or start that change as well as brand new partners to Datto that maybe have got a specific fleet with a certain vendor or even multiple vendors from that perspective. Not unusual in our space to see an MSP that's working with multiple backup vendors.

Lindsay, obviously you're seeing a lot of those very similar scenarios?

Lindsay Hendersen:
Absolutely. It changes partner to partner for sure and Datto's here ... Partner success in general and our entire sales team is here to help guide a partner through that process because everybody has a unique situation, but it really all starts with good communication between us and a partner and what they have going on and what their needs are and setting proper expectations. Makes the whole process really, really easy and hopefully fun as well as we start to develop this really close relationship taking over some of the fleet.

Rob Rae:
Can you honestly say that a fleet displacement that you've done with a partner has been fun?

Lindsay Hendersen:
I enjoy them, of course. I wouldn't do this, right? No. Well, it's not exactly the best time. There's a lot of pre-work that goes into everything, but getting to know the partner ... At fleet displacements, we make the best relationships out of that ...

Rob Rae:
That is true.

Lindsay Hendersen:
... because you do have to work, right? You have to work closely.

Rob Rae:
That is true.

Lindsay Hendersen:
You get to know the whole company because we have to make sure that a partner is comfortable, that the owner's comfortable, right? With the technology. All of the technicians are comfortable. Do they know how to set up a Datto? What are the things that they used to do or use with their current BDR vendor that they want to use here or things that they hated, right?

It's really vetting that all out so that we make sure that we're giving the partner what they need, but then, what about the administrative staff? We have to make sure that people know how to buy a Datto from us so they know the different ways that we can help them. How do they spec out our product? It's really figuring out all of that and it's fun because you get to know everybody.

On my team, we do portal tours and resource tours. We will tailor training to what the company needs and then there's the sales staff. Our partners tend to have sales staff of their own. Marketing, you want to get to know them and show them what Datto has to offer to help them hit the ground running, not only to take over the fleet, but also most of our partners are switching to Datto from their existing fleet and with the idea that they want one BDR vendor to rule them all. They don't want to use multiple vendors and that's why we're doing this. We have to make sure that the marketing and sales staff, if they have it, are prepared to start talking about Datto moving forward.

Yeah, I think it's fun.

Rob Rae:
Yeah, all that sounded awesomely fun. Let's talk about the reasons why somebody would want to do this. Of course, you and I both spent a lot of time talking solution providers and I think you'd agree with me that it's very rare that we find or when we even take a look at our customer base, it's rare when we find a Datto partner that uses only Datto. At least there's been some legacy. That might be the only thing they sell now. It might be 90% of their fleet, 95% of their fleet, but there's always these few stragglers that are sitting around out there. What are some of the advantages that you see in somebody consolidating to a single vendor like us?

Lindsay Hendersen:
Yeah, that's a great question. The biggest advantage is just having less overhead time, right? Time is money for our partners. Just think about what I mentioned for doing a fleet migration. We want to make sure everybody on the team knows what's going on for our partner. Well, if you have to do that with multiple vendors, that just becomes exhaustive and you have to remember that even if you're just selling Datto, you still have how many other vendors for other solutions that you're providing other than MSP?

That's enough to juggle right there. Where is their portal? How did I bill for this company? We understand that here. That's why partners are really moving towards one solution, if they can. One company.

We're trying to so hard to make sure that we can provide a full range of product line to meet our partners' needs so that they don't have to go to anybody else. That is our goal. I think, Rob, you can agree with the different type of products we're coming out with.

Rob Rae:
Absolutely.

Lindsay Hendersen:
Our file sync and share. We don't want our partners to have to juggle multiple vendors because it costs them money, right? Our whole platform is make money off of our solution. We have to take the responsibility to provide those products. I think we're doing a much better job at that. As we come out with a bigger product line, partners are recognizing that and then, even existing partners are bringing everything over because it's just simplified.

Rob Rae:
Total cost of ownership, reducing that by using a single vendor. Of course, that goes along with the tactical training that's involved, making sure that all the staff understands each of the tools that you're actually using. Your sales guys understand the aspects of all the different tools. It obviously helps them in various ways to have your fleet consolidated into a single vendor.

Like you said, majority of our customers are managed service providers. I think the average MSP is dealing with 34 or something different vendors in order to run their business, not just what's included in their MSP offering but all the different vendors that they have to work with. Single pane of glass is really important.

Let's jump into the actual migration process that you've got set up because I think there's some cool stuff here. Again, Datto's growing faster than most vendors are in this marketplace so I, myself, have worked for a couple of different vendors in the MSP space and I don't think I've ever seen a process around or at least a defined or detailed process like you've developed here around a migration, which I think is the testament to the fact that we're winning this amount of business, which is great, but also the need for the MSP to make this actually easier.

Let's start with common misconceptions. What are some of the common misconceptions around the difficulty of it? I think when we talk about it, even the word 'migration' sounds intimidating. What are some of the things that you're doing to try to make this a lot easier than it sounds?

Lindsay Hendersen:
Yeah. A few things. Like I said before, it's definitely communication between Datto and the partner, but it starts with really getting an idea of the fleet. I think partners can sometimes shy away from ... They don't want to give that information, but we really are partners here and we want to make sure everything works so it starts with just, "What is out there?" You don't have to tell me your client name. I just want to know, "What do you have out there? How much data are you protecting? How many servers are we talking about? Then is there anything interesting in the environment that you had experienced over working with some of your end clients?" If we can map that out and have a good picture of what the fleet looks like, then we can be there to support the partner.

A common misconception is that the partner has to just decide that they want Datto and then figure it all out, but that's not true. We are here to help so the first step in the process is, "What does the fleet look like?" Be open and honest about what struggles you've come across so that we can properly help spec out Datto equipment to meet that client's need and a part of that too is demoing our product.

We've got a great demo program that a lot of our partners don't necessarily know about. We want to put a device in the partner's hands first. Test it out. Get to know it. We'll support that device and we've got engineers to help walk a partner through implementation and best practices and all of that. We're really, really there to help hold the hand and make sure that the partner has full support.

Then once we've mapped out what the fleet looks like and what we recommend for Datto, then the partner can let us know, "Okay, we want to move forward with converting to Datto. This looks like a good game plan," and we go into the next step which is really, "Okay, what's the deployment schedule and all of the resources and things that Datto can provide to back the partner up during that deployment?"

Rob Rae:
Awesome. Great. Cool. Let's talk about the actual process itself. What are some of the things that you need the partner to do or think about prior to starting this? What are some of the things that maybe, tools, resources, whatever it might be that you'd encourage a partner to utilize or look at before venturing down this displacement path?

Lindsay Hendersen:
Yeah, absolutely. Resources beforehand are really, really important. During even the talks and the negotiations of how we're going to do this migration process, we're there to provide resources. The first thing that we really do is that we say, "We need to start educating the technicians." As I stated, start with a demo. Test out the unit, right? Make sure then that the technicians actually know how to use the device and set it up.

We actually have a white glove configuration service that we provide. That is where we will connect a partner's technicians with our sales engineers. We set the device up and we make sure that we go over all of the settings, configurations, really go to an in-depth dive into why it's important to set up things a certain way.

That's the first part of training, but we also have a plethora of educational resources on our partner portal. We do recommend that for migrations exceeding 10 devices, that our partners go through our tech specialist training. We have a Tech Specialist 1 and 2 training online that they can take so that they're really comfortable with the Datto.

Then what I think is very important too is understanding pre-deployment steps. Of course, we'll walk a partner through what that means, but going out to a client and making sure that the server is ready and prepared to take a really good clean backup is the key to successful deployments and again, a key to the partner keeping their cost down during the migration process.

Lot of technical information just right in the beginning, but again we're here to guide through that and say, "Let's test the device. Let's get you on that white glove configuration call. Let's show you the resources we have on the portal and where you can go to get trained. Our knowledge base is on our portal as well." All of that is setting up for the successful actual deployment once we start doing it.

Rob Rae:
Great. What does that process look like when we're now that we've done all the preliminary work? The partner's ready to go. Datto's ready to go. We got all the information here. What's part of initiating that process and getting that moving right out of the gate?

Lindsay Hendersen:
At that point, it's pretty simple. We've done most of the pre-work. We know what devices are going out to work clients. A partner gives us a schedule of when they want or they can make it out to a particular client and then we have ... At that point, it really ranges. Some partners feel very comfortable because their technicians are trained. They've gone through the setup. They feel really good about just going out and starting to deploy boxes.

Or we have some partners that are still a little shaky and we'll actually do configurations, setup, and help with as many of those devices as a partner wants to make sure that they feel comfortable. It benefits both of us if it's setup right from the start. Then if that's the case, we'll have that deployment schedule. Partner will go out. Install a box, a Datto client and then either later that day or the next day, get on with one of our engineers and just do all the configuration together.

Then we also have our 24/7 technical support. We utilize our technicians because sometimes partners have to do the install after hours. Then we can set them up with a technician since we're 24/7. We can set them up with a technician at any time, right? Over the weekend. That's huge for our partners. Not every other company out there has nights and weekends. If that's what a partner needs, we just set it up with one of our technicians to make sure that they're prepared. Again, make sure we walk through everything.

Rob Rae:
Awesome. The migration's done. What does that look like working with Datto moving forward? What happens post-implementation? Because obviously we're not going to just leave them there and throw them into the mix. There's still a little bit of hand holding that needs to happen, especially in the first initial period. I'd probably suggest the first couple quarters before there's a real comfort level with it. What does that look like? What are some of the services that you and your team have got set up?

Lindsay Hendersen:
Yeah, as a part of our onboarding process, again, we've got the white glove configuration call. We have the portal tour that we take everybody through, but we also have continued education. We have our Sales 101 training that we do, which is just an introduction to selling intelligent business continuity that we can help the sales staff of a partner with. We have ongoing business development review that we do with partners and that's where your dedicated sales executive is going to help create a roadmap with you for success. What is the future partnership look like?

All of that we really want to make sure comes after. I think that whenever we do these migrations, the biggest thing we have to understand or that we do understand at Datto is that we can't overload the partner. First and foremost, we need to make sure that your clients or our partners' clients are up, running, taking good backups, and their data is safe. Then after that, it becomes all of this, "Okay, what is next? What type of training can we do? What type of marketing can we do to help the partner bring on new clients to their business?" The business development reviews.

Then for technical we always have new products coming out. We always have new training. New resources on our portal. We just try to really work with partners for their continued development throughout the entire partnership and that's why you've got your dedicated Datto sales team and then, of course, our service and support as well.

Rob Rae:
That's fantastic. That's great. Let's talk about just very quickly, what are some of the ... Obviously, if somebody's looking at doing this, thinking about doing this, an existing partner is looking at moving over a chunk of devices at a specific time, what are some of the size migrations you've done? What's the largest migration you guys have done in the last 12 months?

Lindsay Hendersen:
In the last 12 months, the largest might've been 200 devices.

Rob Rae:
Over what period of time?

Lindsay Hendersen:
That was over probably about a year. A year's worth. Most of the migrations that we do range between 30 and 100 devices and the schedule is completely all across the board because we do want to make sure that the partner is comfortable with the deployment schedule, because if you start rushing things it gets a little crazy and hectic for everybody.

Rob Rae:
Awesome.

Lindsay Hendersen:
We want to provide plenty of time, but yeah. I've seen anywhere between two devices a month to a partner that's doing 10 devices a month and just really rocking it. Depends.

Rob Rae:
Confident in saying that you've got a great process, great team, you can do this, make this a lot easier for partners?

Lindsay Hendersen:
Absolutely. The partners can call me anytime. We will set up a customized schedule. Help them out.

Rob Rae:
That's fantastic. If anybody has any questions, wants to get ahold of you, how can they do that?

Lindsay Hendersen:
They can always email me at Lindsay L-I-N-D-S-A-Y at Datto.com (lindsay@datto.com). I will connect them with their partner success manager and their sales account executive to make sure ... Hopefully they would already know who those people are, but just in case they don't I will connect them with the right people. We'll make sure that we reach out and really start getting the ball rolling.

Rob Rae:
That's Lindsay@Datto.com. Lindsay with an 'A', correct?

Lindsay Hendersen:
Yes.

Rob Rae:
Awesome. Thank you very much for your time today, Lindsay. Very great avenue on the podcast.

Lindsay Hendersen:
Thank you for having me.

Rob Rae:
Hopefully we can follow up in the future and bring this up to speed if we have any changing in our process, but this was great. Thank you.

Lindsay Hendersen:
Thank you so much, Rob.

Rob Rae:
Awesome. This concludes today's Partner podcast. I want to thank you for tuning in. Obviously you can subscribe to our podcast through iTunes and other podcast subscriptions so please continue to do that. If you haven't had an opportunity to check out our technical podcast, we've obviously started recording two streams of podcasts. We've got a technical podcast now as well as our features around products, marketing, sales, go-to market strategy. We got lots of really cool stuff planned for you guys over the next coming podcasts so be sure to tune in.

If you have any questions in regards to the podcast, if you want to participate, any ideas, would love to hear from you guys. Our email address is podcast@Datto.com. Otherwise, if you want to get ahold of me directly, my email address is Rob@Datto.com.

Thank you again for tuning in. Look forward to speaking with you or speaking with you again during a future podcast. Also a quick reminder as well, we have actually launched the DattoCon17 website so if you guys are interested in attending DattoCon17 in Denver, the site is now up. You can go and register. You can do that through DattoCon.com. You'll find all the details for the awesome event that we're planning there. It's going to be in Denver, Colorado on June 5th in 2017. There will be over a thousand MSPs. The site has only been up for a couple of days and we're already about 15 to 20% sold out so definitely get in there quick and hold your spot for that.

Thank you again for attending. Podcast@Datto.com if you have any questions, otherwise tune in next week and we'll see you then. Thank you.

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