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SMB Community Podcast by Karl W. Palachuk

Podcasts for IT consultants and managed service providers in the SMB Community. By Karl W. Palachuk
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SMB Community Podcast by Karl W. Palachuk
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Now displaying: December, 2018
Dec 20, 2018

This SMB Community Podcast is the sixth in a six-part series entitled Go To Market with Remote Support Service, with Dave Sobel, Senior Director of MSP Evangelism at SolarWinds MSP.

Dave starts out this episode focusing on using the Take Control tool as a way to differentiate yourself from other service providers. More specifically, he has a great analogy about the place of Take Control in your offering. Rather than “selling” this tool, bundle it with everything you do and sell the total service.

Reporting is a huge component in that differentiation. You can generate a lot of information per-client and per-user. These are great for showing clients what they’re getting for their money. Plus you can access recordings of all sessions, track time, and provide the client with regular tracking information. Even if they never look at these reports, they’ll think it’s cool that you offer them.

The recording option is particularly nice. You can record to the cloud. You can share these recordings with clients. You can add searchable notes, which then allow you to review your actions in detail if necessary.

Dave makes an excellent point that you can move away from fear-based selling that is so common with security products. With Take Control, you can engage clients and prospects with a product that they’ll want to buy. As Dave says, no one likes to be sold, but people love to buy! Show them a cool tool that they will want to have in their company. It’s a great way to get started with SolarWinds Take Control!

If you haven’t seen the entire six-part series, you can binge watch today at SMB Community Podcast.

And if you haven’t signed up for a free trial, please do so today!

As always, your feedback is welcome.

 

Podcasts in this series include:

Tune in next Thursday for episode six!

 

Free test drive of SolarWinds MSP Take Control at https://www.solarwindsmsp.com/products/take-control

Watch the video podcast:

This interview is about 15 minutes.

Audio
Listen to the Podcast.

ListenNowGuy

🙂

 

Dec 13, 2018

This SMB Community Podcast is the fifth in a six-part series entitled Take Control and the Customer Experience, with Dave Sobel, Senior Director of MSP Evangelism at SolarWinds MSP.

In this episode, we touch on many features of the Take Control tool designed to help you improve and manage the Customer Experience with your technology consulting business. Some of these features are built in (and configurable/customizable). Others come into play as a result of agreements or policy decisions you make with the client.

Offline options = Create business-focused policies. e.g., what is “privacy” at each client? Work with the client to help them to create their employee-facing policy regarding monitoring and privacy. And of course you can agree on the level of reporting that clients will receive. In fact, you can use this to help the client set policies about which software you are authorized to uninstall and what kind of reporting they expect regarding their employees’ computing habits.

Dave mentions that you can set higher priority for your managed service clients vs. break/fix clients or folks who aren’t customers yet at all.

As we mentioned in another podcast, you can use the Take Control app to help the client create terms of service. This is great for setting expectations with your primary contact as well as with end users.

Dave explains how you can use Take Control to set up a “help desk” queue so users actually get estimated wait times as well as notices about where they are in the queue. This can relieve end user anxiety and frustration. This can be used for existing clients via a button on your web site. In fact, it can be used for strangers to go through your web site and request help. Dave calls that a “sales lead.”

We also touch on juggling simultaneous sessions, providing client training, focusing on one-to-one communications, getting the most out of the licenses

As always, lots of good information here. Listen today and download a free trial!

Podcasts in this series include:

Tune in next Thursday for episode six!

 

Free test drive of SolarWinds MSP Take Control at https://www.solarwindsmsp.com/products/take-control

Watch the video podcast:

This interview is about 15 minutes.

Audio
Listen to the Podcast.

ListenNowGuy

🙂

 

Dec 6, 2018

This SMB Community Podcast is the fourth in a six-part series entitled Episode IV: A New Hope for Security, with Dave Sobel, Senior Director of MSP Evangelism at SolarWinds MSP.

As you might imaging, the Take Control application from SolarWinds MSP has lots of security built in. In particular, we talk about all the little security-related details that many people don’t worry about. This includes securing endpoint connections, clipboard access, passwords, and more. Dave gives some good information on the two-factor authentication you’ll experience within Take Control. All that is paired with an authenitcator app that uses unique one-time-use passwords that are managed automatically.

If you think about it, a remote control tool gives your staff total access to all client secure data. And with multiple sessions into multiple clients, someone has to make sure that all those sessions are independently secured – and secured from each other. Take Control builds all that security in from the start.

We also talked to Dave about GDPR, HIPAA, and the privacy laws we’re seeing across the globe and within local and regional governments. With the new higher standards, technology consultants are responsible for reporting breaches – to the public as well as to your clients. So the question becomes: Can you afford the reputation hit of being breached and having to report that data breach publicly?

I really liked the information about levels of access and policies around technician access to end user machines. Within the Take Control tool, the client can configure the level of “privacy” they want their employees to have. For example, you can work with the client to approve or not approve announced and unannounced sessions. Also, you can develop notifications to end users about what they can expect with regard to company data as well as personal data.

Dave makes a good argument for using this security setup as a selling point. It certainly makes the point that you take client security and privacy seriously.

The interview also introduces the new Take Control Secrets Vault. This is a great tool for managing secure information so that it is never moved outside of the remote session, the technician doesn’t access actual passwords, and the secure information isn’t even available unless a logon screen is asking for credentials. Dave goes into detail here. Very cool stuff.

Podcasts in this series include:

Tune in next Thursday for episode five!

 

Free test drive of SolarWinds MSP Take Control at https://www.solarwindsmsp.com/products/take-control

Watch the video podcast:

This interview is about 15 minutes.

Audio
Listen to the Podcast.

ListenNowGuy

🙂

 

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