CASE STUDY
How First Column IT Found $3,600 MRR using Susie Q
First Column IT’s Executive Briefing flagged a longtime client as “worsening” — leading to a support-process fix and $3,600 a month in new recurring revenue.
First Column IT had been managing a 20-plus-location staffing company client for years, watching it closely the way any MSP tracks a long-tenured account. What the team couldn’t see month to month was why a recent infrastructure investment was making the relationship less profitable, not more.
HEADQUARTERS
Chantilly, VA
FOUNDED2022
MSPCFO USERSince 2017
FEATURED VOICE
Kevin Pool
Chief Technology Officer
LEARN MORE
$3,600/mo
New recurring revenue identified and then secured on one account
~43k/year
Annualized value of the rate increase.
20+ Locations
Size of the flagged client relationship
THE PROBLEM
Long-Time Client Getting More Expensive to Support
The client, a staffing company with more than 20 office locations, was one of First Column’s three longest-tenured accounts. Over the past year, First Column had migrated the client’s database to the cloud and replaced roughly 120 workstations, expecting the newer, more reliable setup to lower support costs. Instead, the account kept getting more expensive to service, and the trend was moving in the wrong direction.
I already knew their margins were bad, and we’d done two big projects trying to fix them. When I saw the word worsening, I said, they were already bad, they were already terrible, and now they’re worsening. That’s not going to work.
Kevin Pool
Chief Technology Officer, First Column
I’ve been watching this client for the last two or three years, and I check MSPCFO all the time, but this Susie Q Executive Briefing report made it more clear to me and highlighted the worsening.
Kevin Pool
Chief Technology Officer, CTO
How Susie Q Changes the Process
Despite personally tracking this account for years, it was the Susie Q Executive Briefing — not Kevin’s own review — that flagged the client by name and put its worsening trend in front of him.
With the root cause identified, Kevin brought the client two options: change the support process so vendor-related tickets went to the vendor first, paired with a $2,500/month increase, or keep the white-glove process exactly as it was for a $3,600/month increase. The client chose to keep the process unchanged and pay the higher rate to protect the experience their users were already happy with.
The Outcome
The client responded that they wanted the experience to stay exactly the same, and agreed to the full increase.
- →$3,600/month increase secured; about $43,200/year in new recurring revenue on a single account.
- →Client kept its existing white-glove support experience.
- →First Column now uses the same worsening/improving signal to catch other accounts earlier.
There’s so much untapped potential to fix clients that love you that you’re losing — or getting beat up on — by using some of these reports.
Kevin Pool
Chief Technology Officer, CTO
Meet Susie Q - Your MSP's Executive Summary
Stop digging through reports.
Susie Q analyzes your entire book of business and puts what matters in your inbox. Inside find:
→ Portfolio Snapshot
→ Flagged Clients
→ Client Deep-Dives
→ Ticket Operations
→ Agreement Health
