Grow Your Drupal Agency With An Ongoing Support Model ("The Wire" Style)

Using critcally acclaimed Baltimore-based HBO series "The Wire" as a storytelling device, this session will explore the opportunities and challenges related to growing and scaling your Drupal agency by building out an ongoing support business.

Recurring revenue eases many pressures related to running a successful agency, but trying to run a profitable ongoing maintenance and support business can create many operational and personnel related challenges that create pressures of their own. Especially if you do not have a dedicated support team and are trying to service client projects and support work from a single resource pool.

In this talk we will review one agency's approach to keeping a roster of ongoing support clients happy and operational with a team of resources that are split between "project" and "support" duties. We will discuss processes, tools, and business practices that we have found useful, and discuss the pros and cons of growing your ongoing support business. 

Participants will come away with a comprehensive undrestanding of the risks and rewards of building out an ongoing support model, and some tools for managing support work that may be applicable for their own agency. 

This session is appropriate for anyone in the agency space, from agency owners and principals to entry level developers and project coordinators.