MSP SPOTLIGHT
From Filet Mignon Rewards to Data-Driven Growth:
How Doug Bates Leads His MSP Business to Success
Discover how Doug Bates of CMIT Solutions of Southern Atlanta Crescent & Atlanta Northwest uses key growth metrics, peer group accountability, and client-first philosophy to drive success— plus his unique way of rewarding top-notch customer service.
BY ESTHER SHEIN
cmitsolutions. com / atlanta-ga-1121
Company CMIT Solutions of Southern Atlanta Crescent & Atlanta Northwest
Founded 2009
Headquartered Newnan, Georgia
Geographic Market Atlanta’ s Southern Crescent and Atlanta Northwest
YoY % of Growth 20 %+
CEO and President Doug Bates
Doug Bates, President CMIT Solutions of Southern Atlanta Crescent & Atlanta Northwest
MSP Success: What are the top three growth indicators you use to measure your company and why?
Doug Bates: Revenue, profit, and dollars per seat. In this industry, as we look at where we fit in the food chain, dollars per seat is a good indicator of where we should be, given the service we’ re providing. Those three keep me balanced. The first two are the most important.
Also, the [ fourth ] metric that I pay close attention to is our two CSAT scores— the thermometers I use to ensure my team is delivering on the customer service experience that we promise to our clients. When we have a perfect month for both surveys, I personally prepare a lunch for my staff with filet mignon, baked potatoes, grilled Vidalia onions, and homemade sourdough bread, and I wait on them for the entire meal. The deal being, when they provide our clients an exceptional experience, I will return the favor by providing them one.
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