It's an eye-opener to reveal to people all the inner workings of a successful MSP. If they have always been part of an internal IT team, you blow their mind when you say "now take what you do and multiple that by the number of different customers we have." Depending on the level of technical control you have, even something as routine as patch management can require a significant effort, across multiple environments. And the software tools out there don't always support the multi-tenanted MSP world.
What tools and tips do you have for running a successful MSP? Aside from technical tools like your fav RMM, how do Microsoft technologies help you manage your own team and your interactions with customers?
I'll start - Even though we're a small team (less than 10 staff), we have engineers in a few different locations. In addition to our ticketing system, we use Microsoft Teams extensively. In our Technical Stuff channel we discussion tricky problems, the latest threats and give everyone a quick heads up on where major issues are at. We also use the associated OneNote for procedure documentation.
Keeping our internal conversations in Microsoft Teams helps to keep our Inboxes clear for external conversations and builds a strong, searchable history for anyone joining us in the future.
Your turn!
