Equally as important is setting expectations. The easiest way to do this is to create a written process for the client to submit adds, changes, and deletions to you for execution. This should also include internal processes so your technicians know all the steps required to make sure new end users are set up correctly, their devices are configured, and proper billing is set up. In addition to being a gateway and setting up procedures, you should monitor the network for foreign devices connecting to the network.
Audit your customer’s employees
Auditing the employee roster with the client during quarterly business reviews is also helpful. An audit can help find employees who should be removed or locked out of the system. Quarterly business review meetings also offer a perfect opportunity to discuss future hiring plans so you can prepare for future additions.
Keep track of leavers
On a security note, make sure you are notified of employees who leave your customer so you can properly remove their access. Former employees have the potential to accidentally or purposefully access client resources after they leave their position. This poses a huge risk to both you and your customer. Make sure to regularly check for inactive accounts to help identify accounts where you haven’t been notified of a departure.
Employees are a critical part of any business, and making sure you’ve done your part to properly set up new ones and offboard departing ones is very important. As with many parts of running a top-performing MSP, creating good practices and educating the customer to follow them is imperative. Unfortunately, you can’t depend solely on your customer to follow the processes. Monitoring and gateways should be set up to protect both parties.
Eric Anthony is principal of customer experience at SolarWinds MSP. Before joining SolarWinds, Eric ran his own managed services provider business for over six years.
You can follow Eric on Twitter at @EricAnthonyMSP