MSP Operations
Imagine you walk into your office, open your financial applications, and everything is perfect. At the same time, your service team is working on the right issues at the right time, and your clients are all raving fans. That’s the feeling you will have when you work with BMK Community and our back office operations.
Outsourced: Dispatch - Bookkeeping - Service Manager
Empowering MSPs With Back Office Excellence
For a small MSP with limited internal resources, outsourcing key roles like bookkeeping, service dispatching, and service management can be a game-changer. These functions are critical to daily operations but can be time-consuming and costly to manage in-house. By partnering with a trusted provider like BMK Community, MSPs gain access to experienced professionals who specialize in the MSP space—ensuring accurate financials, efficient ticket routing, and proactive service oversight. This not only reduces overhead and frees up internal bandwidth but also improves service quality and scalability, allowing the MSP to focus on growth and client satisfaction.
BOOKKEEPING services.
As a Bookkeeping client, our team will own the following processes in your MSP so that you can make excellent decisions based on accurate financials.
Chart of Accounts
It all starts with a chart of account system that is setup for an MSP and can measure all your services, accurately!
BMK Community Financial Portal
BMK Community Financial Portal provides seamless access to financial tools, resources, and expert insights.
Item Categorization
We will make sure all your items, income, COGS and expenses are categorized accurately to ensure a reliable measurement of your GP and NP.
Reconciliation
Reconciliation plays a key role in your finacial reporting by verifying that internal financial records match external statements—catching errors, preventing fraud, and ensuring cash flow clarity.
Payroll
Running, calculating, and submitting payroll on time can be stressful for some MSPs. Let our bookkeeping services take care of that process for you.
Account Receivable
Letting BMK Community Ops manage your accounts receivable (AR) is a smart move for MSPs looking to improve cash flow and reduce administrative burden. Timely and accurate AR management ensures you get paid faster, minimizes aging invoices, and strengthens client relationships.
Discussion forums
Discussion forums offer collaborative spaces to share ideas, solve problems, and gain insights.
Monthly Reporting
Your P&L, Balance Sheet and Statement of Cashflow are the most critical reports that need to be reviewed every month. These 3 important financial reports will be accurately delivered to you every month.
Call-a-friend
We are here to help. Call us anytime to ask a question, get clarity or simply understand the latest trends.
DISPATCHER services.
Our Dispatch Service reduces the noise in a growing MSP. Our team will ensure that client issues are addressed in a timely manner. In addition, our team will make sure team members are where they are supposed to be, while always following time and ticket best practices.
Incoming Tickets
Manage Incoming Issues (Calls / Emails / Portal)
Ticket Fundamentals
Ensure Ticket Fundamentals such as agreements, priority, ticket type, sub-type, escalation are met for each incoming service request ticket.
Time Entry
Monitor Time Entry to make sure all your techs are adhering to your time entry policy. At BMK, we recommend every tech enter time as the ticket is completed.
Scheduling
Schedule Team Members to make sure their daily schedule is filled in order to meet their required utilization goal of 75%.
Client Communication
Communicate with Clients as needed. How many times have your techs run late or re-scheduled a ticket to another day without the proper communicaiton with your client? We help eliminate this issue by making sure the tech is communicating properly.
Dashboard Reporting
You will have access to the BMK Portal for service delivery.
SERVICE MANAGER services.
Service Management is all about delivering what you promise. Our Service Managers build processes that ensure your service team is crushing KPIs and your clients are non-stop referral sources that feed your growth!
Timesheet Review
Timesheet review to make sure the below items are correct: ○ Time is entered correctly Proper agreement selected, Adequate notes, Resolution is accurate and appropriate
Issue Escalation
If an issue is not resolved by a specific level engineer we will escalate the issue to the next level engineer to ensure all SLAs are met.
Service Team KPI
We track, monitor and report on the KPIs that are the most critical for your MSP. These KPIs can be, First Time Resolution Rate, Average Resolution Time, CSAT, Ticket Volume Trend and more.
Service Team Leadership
We will manage your tech team. Conduct regular one-on-one as needed and coach them on the best practices. Management by Objective will be documented and understood by management and staff.
Service Department Target
The Service manager will report monthly to the owner the following BMK target and metrics: Agreement Gross Profit, Service Department Gross Profit, Effective Hourly Rate, Service Salary to Service Revenue ratio as well as othe rneeded metrics.
Dashboard Reporting
Every client will have access to the BMK Portal for service delivery.
What are some common questions?
Our Bookkeepers and Service Managers have an average of 10 years experience in the MSP sector. Here are some common questions that we get asked.
What are some Bookkeeping Responsibilities?
Level 1 Service Includes
- Initial Setup (One Time)
- Chart of Accounts Review (One Time)
- Daily Receivable / Cash / Payable Review (Daily)
- Transaction Categorization (Daily)
- Account Reconciliation (Monthly)
- Monthly Book Closure (Monthly)
Level 2 Service Includes
- Level 1 plus:
- Bill Payment (may require additional fees / services)
- Invoicing
Level 3 Service Includes
- Level 1 & 2 plus:
- Inventory Reconciliation
- Collection Communication
What are some Service Dispatcher Responsibilities?
With the BMK Community Dispatch Service, all support and project tickets will be managed by our team of Operations Consultants. Management of these support issues include timely distribution of service tickets to the Client’s support staff, monitoring of Service Level Agreements (SLA) and monitoring of the Client’s support staff’s time entry standards.
What are some common Service Manager tasks?
- Service Manager – With the BMK Community Service Manager Service, our team provides team, client, and financial support for your service department.
- Team Development Plans – Building individual development plans for each employee
- Quarterly Team Reviews – Performing quarterly team member performance reviews
- Hiring Process – Assist with the hiring process through resume reviews and interviews
- CSAT Communication – Will work internally with team and clients on CSAT issues
- Documentation and Critical Information – Measure documentation quality and consistency
- Agreement Reviews – Review agreement profitability per type and client monthly
- Service Department Gross Profit – Review overall SDGP monthly and provide recommendations
Do you use my existing software or do we need to convert to yours?
We will 100% use your accounting software and PSA. We have recommendations on what software the most successful MSPs use, but will work with what you ahve.
How do you manage service tickets?
We will need access to your PSA for our dispatchers. We setup a phone forwarding system where we will recieve the initial service request call, we will intake the service request, enter it in your PSA and assign it to the available tech.
How often is my assigned bookkeeper available?
Your assigned bookkeeper is available as you need them. Our objective is to take the hassle of bookkeeping away from you or your team. Your dedicated bookkeeper will meet with you on a scheduled basis but is also available as needed.
How long is onboarding to get started?
For bookkeeping services our average onboarding time is 30 days.
For Service Dispatcher and Service Manager services it is typically 45 days, only if the MSP has a dedicated point of contact that can get the required setup done on a timely manner.
