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Managed IT service providers · CRM

Keep the pipeline out of the ticket system and the renewals out of memory.

A CRM for a managed IT provider is the sales record that sits beside your ticketing tool: prospects with seat counts, the date their current arrangement ends, who signs, and each client's renewal and add-on history. GullySales decides what gets recorded and when, sets it up in the tool you have or a simple sheet, and puts renewals on dates instead of memory.

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Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.

An IT technician checks network equipment with an office manager

What CRM means

A CRM is the record where every enquiry, call and quote is kept against a customer, replacing separate notebooks, spreadsheets and memory. GullySales sets up or cleans an existing CRM and reports from it by enquiry outcome rather than by activity logged.

Also for managed IT service providers

Sales and marketing for managed IT service providers, the overview.

Last updated 6 Oct 2026.

For managed IT service providers

Where it usually goes wrong, and what we would do.

  • “The ticketing tool is mistaken for a CRM”

    Your help desk tool knows every printer fault but not who signs the renewal, what the client was quoted or which prospect is due a call.

  • “Seat changes go unbilled”

    A client hires a new team, the help desk sets them up, and the agreement keeps invoicing the old headcount.

  • “Founders sell on WhatsApp”

    The best buying conversations happen in a chat between two founders, and none of it reaches a record anyone else can see.

What we do

What we deliver for managed IT service providers.

Every deliverable, what it covers for you, and the result it is there to produce. Nothing here is an extra.

  1. Fields that match how this trade sells

    Users, devices, locations, current IT arrangement, its end date, the trigger and the signer, kept on every prospect and nothing beyond that.

    Result: The record tells you who to call next.

  2. A link between the help desk and the sales record

    Seat changes, onboarding requests and project tickets flagged from the ticketing tool to the account, so billing and add-on quotes follow the work.

    Result: New users get invoiced and project work gets quoted.

  3. Renewal dates with a lead time

    Each agreement's end date entered with a review task set well before it and a named owner.

    Result: The renewal talk starts while there is still room to change the scope.

  4. Lost reasons from a short list

    Price, chose a freelancer, kept it in-house, stayed with the current vendor, no decision and timing, with one choice required on every lost deal.

    Result: You can see whether you lose on price or on trust.

  5. A rule for WhatsApp conversations

    A two-line summary of any buying chat pasted into the record the same day, with the chat itself left where it is.

    Result: A salesperson who leaves does not take the pipeline along.

How the result is measured

  • Enquiries logged in the CRM
  • Data completeness
  • Reports generated from CRM data

Recorded as a baseline before work starts, so every later report has an honest comparison.

Read the full CRM implementation and customisation page

What to record, and when

What a managed IT provider should record about each prospect and client, and when.

Users, devices and sites at the first call
Write down how many people need support, how many machines and servers, and which locations. Those counts set the price and decide whether the deal deserves an assessment.
Current arrangement and its end date
In-house person, freelancer, another provider or nobody, and when that ends. The end date is when the prospect can actually say yes, so set the follow-up from it.
The trigger and the signer
Note why they called now, such as a resignation, an audit or growth, and who approves the spend. A founder's interest without the finance head's agreement is not yet a pipeline deal.
Findings from the assessment
Record the risks found, such as untested backups or a shared admin password. Both the proposal and the next renewal conversation draw on this list.
Seat changes after signing
Log every user added or removed with the date, matched against the invoice. Unbilled seats quietly erode a per-user agreement.
Do you need software yet?
Not while one person sells to a short list; a shared sheet with these columns will do. Move to a CRM when a second person sells or renewals start slipping past unnoticed.

Who it is for

This is written for these managed IT service providers.

  • Per-user support for growing offices without an IT team
  • Resident engineer and IT facility management providers
  • Microsoft 365 and Google Workspace managed service partners
  • Co-managed IT for companies with one in-house IT person
  • MSPs serving CA firms, clinics and other compliance-heavy offices
  • Backup and endpoint management specialists
  • IT support firms for factories and export units
  • Remote-first providers serving offices in several cities

Not for

It is not the right fit if.

  • You manage a few dozen clients that one person remembers, and a spreadsheet with the contract end date would do.
  • Your tickets and your sales record are mixed in the same tool, and you have not decided which one holds the commercial detail.
  • No one will enter the end date of a prospect's current contract, which is the field the follow-up depends on.

How it works

How the CRM work runs

The work itself, in order. How an engagement starts, from your brief to a written scope, is set out on our method page.

  1. 1

    Map the sales process

    We sit with the people who sell and write down how a deal moves from enquiry to payment, including where it stalls.

  2. 2

    Agree stages, fields and owners

    Each stage gets a name your team already uses and a proof that the deal has left it. We agree which fields are required at which stage, and who may change what.

  3. 3

    Build on a copy

    Pipeline, fields and views are built on a trial copy where the CRM offers one, or in a separate pipeline where the plan allows. Live work stays untouched.

  4. 4

    Connect channels, then switch on automations

    Channels are connected first. Each automation is then switched on separately, so a misfiring rule is easy to find.

  5. 5

    Test with real deals

    The people who will use the CRM run open deals through it. Gaps are fixed before the whole team switches over.

  6. 6

    Switch over and trim

    Once real use shows which fields stay empty and which stages nobody uses, those are cut and the handover record is updated.

Where this fits

Three pieces of sales work, in this order.

This work sits inside sales management. A target, a review routine and someone who owns the number.

  1. Step 1

    Sales audit

    Find where deals are being lost and what to fix first.

    Start here if you cannot say where orders are lost.

  2. Step 2

    Sales process design

    One written way to sell, from first enquiry to repeat order.

    Start here if every salesperson sells differently.

  3. Step 3 · you are here

    Sales management

    A target, a review routine and someone who owns the number.

    Start here if the team has targets and no routine.

Tell us what you need Your brief is read before we call. Scope, fee and term in writing.

FAQ

Questions owners ask before they call.

Not here? More answers, or ask on WhatsApp.

Tell us what you need
Our help desk tool has a sales module. Is that enough?
It can be, if it holds the prospect fields above and your salesperson works in it daily. Many of these modules are built for quoting rather than follow-up. Run a few weeks of real prospects through it before buying anything else.
Our account managers never update the CRM. What do we change?
Cut the fields to those that change a decision, and run the sales meeting from the CRM screen instead of anyone's notes. When the meeting depends on the record, people keep it current. Delete fields nobody has filled in for a quarter.
How do we capture deals discussed on WhatsApp?
Ask for a two-line note in the record after any chat that changes the deal: a price, a date or a new person involved. Do not try to copy whole chats. If you connect WhatsApp Business to a CRM, check what it stores and where.
Who owns the client contacts if our salesperson leaves?
The company, always. Set up the CRM under a company email, give each salesperson a named login you can switch off, and keep client contacts off personal phones where you can. Ask for notes on open deals before the last working day.
How much does it cost?
There is no price list, because the work differs by business. The fee is scoped after we have read your brief and spoken to you, and put in writing before anything starts, split into our time, your media spend and production.
How long is the contract?
The term is agreed in writing after we have spoken, along with the fee and the reporting. It is never a default twelve months, and renewal is decided on the numbers against the baseline recorded at the start.
How soon will we see results?
It depends on the trade, the channel and what is already in place. After we have read your brief and spoken to you, we say what we would expect to move first and how it will be measured against the baseline. Nothing here is guaranteed.
What do you need from us?
Your brief, and a conversation. After that, access to whatever this work touches, such as your website, your accounts or your enquiry record, and time with the people who handle your enquiries.
What if we are not happy with the work?
Tell us and the plan changes. Everything is reported against the baseline, so a number that is not moving is visible to both sides. The term is in your written scope, and the refund and cancellation policy sets out the rest.

From the blog

Further reading for managed IT service providers.

All articles

More for managed IT service providers

Everything else we would do for you.

Closest to this: leads and follow-up

Also for managed IT service providers

Or start from the overview: sales and marketing for managed IT service providers.

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