#30 - From The Trenches - Domino’s Niche MSP Playbook (Ashley & Jason Radcliff)

Ashley & Jason share how they turned years in Domino’s operations and IT into a niche MSP with national reach—built for pizza-speed SLAs. If you’re an MSP owner wondering how to specialize, price, and scale processes without losing your mind, this one’s for you.

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Ashley (CEO/COO) and Jason (COO/CTO) of NTPC break down their Domino’s-focused MSP model: a 16-hour/day help desk, 363-day coverage, nationwide dispatch, and a $99/location entry offer that proves value fast. They explain why hospitality/restaurant IT is a different beast (Meraki edge constraints, no remote into endpoints, revenue lost by the minute) and how they engineered processes, tooling, and training to meet “Friday-night chaos” SLAs.

👉 Big takeaways 👉 Building a niche: why Domino’s operations demand pizza-speed SLAs and what that means for staffing, hours, and on-site coverage 👉 Process engine: Loom → SOP generator → Guru KB → Learn365 training → Quoter templates; 700+ KB cards and one “admin” dashboard to unify tools 👉 Pricing + agreements: $99/location core, unlimited remote, projects/on-site separate; why they don’t show time on invoices (client UX) and what to measure next (agreement gross profit) 👉 Scaling from $1M: why recurring revenue must cover OpEx, and the few financial metrics that unlock 1M → 2M growth (AGP/EHR, ticket velocity per location, on-site utilization) 👉 People first: 401(k) decision, five service pillars, and the mindset shift from “we do it” to “the team does it” (E-Myth in action)

Visit https://beringmckinley.com for more MSP resources.

🔗 Resources & Links • Ashley & Jason Radcliff at NTPC: https://www.ntpctech.com  • Bering McKinley MSP Consulting: https://beringmckinley.com

⏱️ Chapters 00:00 – Coffee-chat intro & origin question 00:32 – From Domino’s ops to niche MSP (phones down on a Friday) 04:10 – Why restaurant IT is different (SLA and access realities) 06:26 – Staffing hours, national on-site, 363-day coverage 08:15 – Toolchain: Synchro, custom admin dashboard, Guru, Loom, Learn365 10:50 – Pricing framework: $99/location core, projects extra 12:20 – Metrics to add next: agreement gross profit & utilization 14:50 – Sales today: word-of-mouth, Quoter templates, trade shows 16:30 – Hitting $1M and what changes to reach $2M+ 18:10 – Five pillars & team enablement; 401(k) and culture 19:30 – One thing they’d tell MSP owners (E-Myth mindset) 21:00 – Wrap-up & CTA

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🔍 Secondary Keywords synchro msp, knowledge base automation, loom sop, quoter proposals, agreement gross profit, help desk metrics

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