Most MSPs would love a world where each customer is set up exactly the same way—where they can walk in, make a change to one specific device, and know it won’t break anything else. Unfortunately, that world doesn’t exist. Customers have edge cases. Some have invested in specific technologies they don’t want to part with (or can’t until their contract expires). Some have employees with atypical technological needs.
If you have consistent documentation, customers can trust the unusual setup was deliberate and avoid making changes that could break other parts of the environment. Or, you could manually add documentation about the configuration so technicians know what not to do. Ultimately, fewer troubleshooting issues means fewer frustrated clients.
4/ Bring new technicians up to speed faster
It takes time to get acclimatized to any job. When businesses hire someone, they expect that person to operate at a lower capacity for a time before they can contribute fully to the team. Documentation consistency and consolidation can help new team members become productive more quickly.
5/ Onboard new customers faster
Let’s say you’re pitching a potential new client. The client has another person pitching at the same time, and you’re unwittingly in a bidding war with the rival MSP. All things being equal, if you can onboard the customer more quickly than the competition can, you’ll likely win the deal. When you have a consistent process documented for onboarding new clients with SOPs anyone can follow, you can get customers up and running much more quickly. This lets you avoid hiccups early in the relationship and impress them with your ability to professionally handle everything that arises.
Consistent documentation helps nearly everyone in the organization. Fortunately, tools exist to help you manage this process. SolarWinds® Passportal + Documentation Manager is built to help boost your team’s efficiency and drive profitability by consolidating your documentation and passwords within a single platform. It integrates with several RMM platforms, allowing you to keep your documentation current and consistent. Plus, it includes multiple security safeguards, including multifactor authentication (MFA) and robust encryption, to help keep your customers’ information safe from cybercriminals.
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Colin Knox is director of product strategy, SolarWinds Passportal.