TECH TALK

Itching to get your IT skills to work? Finding solutions to IT concerns are all in a day’s work for Computer Troubleshooters.

The need for effective communications and the importance of managing technology are putting the spotlight on IT services as Michael Dowling, national manager, Computer Troubleshooters, explains in this Q&A.

Q: WHAT ARE YOUR EXPANSION PLANS FOR 2021 AND BEYOND? A: The last few years for us have been about consolidation of the franchise network as the need for IT services has evolved into the managed services space and now the managed security space away from the traditional break/fix model.

Our network has had to move with the times and as a result has focused on ensuring the existing franchise network has transitioned to the subscription based service model. Now that has been achieved and with the following factors at play:

IT services and infrastructure has never been more complicated for small to medium businesses.

Employing people with the necessary IT skills has also become more difficult with the shortage of IT skills in the Australian economy.

The shift to new working models thanks to Covid-19 (remote working) means more businesses understand IT is an enabler for their business and they always need to remain connected.

With our consolidation we have built the preferred supplier program so our franchisees can source and utilise the right tools set to deliver the services required by the small to medium businesses.

So we are aggressively now looking for new franchisees with experience in the managed services provider (MSP) space who want to make IT their business.

The aim is to add to our network of franchisees across all states and the biggest opportunities lie in Tasmania, South Australia, Northern Territory and Canberra.

Q: CAN YOU SHARE SOME STATISTICS THAT HIGHLIGHT WHY THIS IS A GOOD BUSINESS TO INVEST IN RIGHT NOW? A: IT services, which declined by 1.5 per cent last year, will grow by 2.3 per cent in 2021 to $34.4 billion. At the same time, communications services will gain an uplift of 3.4 per cent to $26 billion, bouncing back from a decline of 2.2 per cent during the pandemic, the predictions suggest. [Source: Aussie tech spend to hit $98B in 2021 (arnnet.com.au)]

MSP customers, especially small businesses, have been facing increased security threats year over year. In the 2020 survey, 29 percent of respondents listed ‘‘meeting security risks’’ as the top IT need for their clients. Another 14 percent of respondents listed cybersecurity services as a top need.

TOP 6 IT NEEDS OF MSP CLIENTS

Meeting security risks 29%

Cybersecurity services (e.g. AV, AM or ransomware protection) 14% Public cloud adoption/migration/support (laaS, PaaS, SaaS) 9% Private cloud adoption/migration 6% Increasing the value of IT as a competitive advantage 4% Increasing the level of IT Automation 4%

Source: Kaseya white paper 2020 MSP benchmark - survey 2020

Deloitte Access Economics in 2017 indicated that there are more than 2.1 million small to medium businesses in Australia. The impact of the NBN means more businesses are connected and the area of VoIP Unified communications is a growth opportunity for all of our franchisees. All franchisees undertake the NBN training program to become accredited advisers.

On average, two in five SMEs report that they’ve fallen victim to a ransomware attack. In particular, SMEs who don’t outsource their IT services are more at risk.* [Source: Datto ANZ Ransomware Report 2019]

In addition the residential market becomes more interesting with the trends of remote working, Internet of things and more connected devices.

It’s a growth market driven by the client. During Covid 80 per cent of our franchise network reported growth in 2020 calendar year.

The Internet of Things (IoT) market in Australia is set to explode to $4 billion by 2020, according to a forecast by Telsyte. Australian households are expected to have 29 devices connected to the internet by the end of the decade, nearly tripling the current number of 11, the report says. Issues are security, connectivity and ensuring devices are performing optimally.

Q: WHAT ARE YOU CORE SERVICES? A: Business services: managed services, managed cybersecurity, business continuity – backup, Microsoft 365 Solutions, VoIP communications, IT support, repairs and hardware and software procurement.

Residential services: cyber security, computer repairs and support, hardware and software, data recovery and backup plans.

Q: WHAT DO CUSTOMERS NOW EXPECT FROM YOU AS A B2B SERVICE? A: Client expectations are high; they expect us not only to deliver our services but they are looking to us to guide and drive their application of technology to deliver significant business benefits.

When they engage our franchisees they expect all technology issues will be resolved.

Q: WHAT'S YOUR USP FROM A CUSTOMER PERSPECTIVE? A: Technology solved from a local, approachable and dependable provider, all supported by a 100 per cent guarantee on services delivered.

Q: HOW LONG TYPICALLY DO FRANCHISEES STAY IN YOUR BUSINESS? A: The average franchise tenure works out to 9.6 years as an average with 60 per cent of franchisees with us for 10-plus years.

Q: WHAT SKILLS DO YOU LOOK FOR IN A FRANCHISEE? A: We are looking for people with solid IT experience and knowledge who have either worked in corporate IT departments, perhaps then graduated into more senior roles in particular around cloud and security. Ideally people will come with experience in MSP.

Of course, as a relatively low cost entry point this opportunity is perfect for a partnership of two people, with one person skilled in selling MSP services and the other delivering the technical services. n

FRANCHISEE TESTIMONIALS

ROBERTO MULLER, WELSHPOOL, WA “Choosing to start a business was one of the most important decisions I have made. I only realised the vast amount of things I needed when I actually started my own business.

“Michael is always available to provide guidance when I need it and is always making sure we're all doing well.

“The amount of support and assistance I receive from fellow franchisees is invaluable and they are always willing to help and share their experiences. I couldn't ask for a better team by my side.”

PETER BLACK, WIDEBAY, QLD PETER BLACK, WIDEBAY, QLD “Starting a Computer Troubleshooters franchise is a great experience, and you are provided with everything you need: branding, tools, training, and mentoring. With an engaged list of preferred suppliers and a well-established business model, you can run your business to suit your strengths. Computer Troubleshooters is an excellent option for anyone wanting to start their own local IT business.”

MARK HANCOCK, NORTH LAKES, QLD “It provides piece of mind knowing that going into business you’re not alone. As well as the training and coaching you have a national network of knowledgeable and friendly franchisees always looking to help each other out where needed.”