Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery.
I’m Jeni Clift, joined by my husband and longtime business partner, Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business.

Over the years, we learned that real success in the MSP world isn’t just about the technology you deliver — it’s about how you deliver it. Building accountable teams, creating consistent client experiences, and knowing when to adapt your model are what keep clients loyal and your business sustainable.

In this episode, we sit down with Scott Jefferis, Director of Revolve IT — an MSP he co-founded in 2020 at the very start of the pandemic. In just five years, Revolve IT has grown from zero to $2.4 million, with 20% being their smallest growth year. Along the way, Scott has also expanded into managed print with the acquisition of Southern Cross Office Equipment, while staying laser-focused on client experience and sustainable scaling.

Here’s what we covered together:
✅ How Scott grew Revolve IT from $0 to $2.4M in five years — and why learning from early mistakes was key to avoiding costly detours
✅ Why setting client expectations during onboarding prevents SLA chaos and keeps both profitability and satisfaction in balance
✅ The real-world challenge of ticket triage — and how Scott balances automation, AI, and the human touch to get it right
✅ Two “save the day” stories: surviving an NBN cable cut with seamless 5G failover, and doubling a client’s team in days during a cyclone response
✅ The one thing Scott would do differently if starting again today — and why processes and documentation are the unsung heroes of MSP growth

We created this podcast to share the conversations we wish we’d had more of while running our own MSP — real, practical advice from people who’ve lived the challenges and come out stronger.

Whether you’re in the office, in the field, or stuck waiting for that one “quick” Windows update, this episode’s the perfect companion.

👉 Connect with Scott on LinkedIn: https://www.linkedin.com/in/scott-jefferis-77808343/
🌐 Learn more about Revolve IT: https://revolveit.com.au/
🎧 Listen to this and more episodes on Ctrl-Alt-Deliver: https://www.buzzsprout.com/2514171/episodes
🌐 Explore the full archive: https://www.ctrl-alt-deliver.blog/episodes