As an account management platform, CloudRadial is designed to serve the needs of the clients while making account management easier for the MSP. The success of it's implementation depends largely on how easy you make it for your team and clients.
Generally speaking, the flow of setting up CloudRadial for your clients can be broken down into 3 steps:
- Set up the initial version of the tenant
- Present the initial version to internal admins
- Fine-tune the content on a per-client basis
Let's look at each step and why it's critical for improving adoption of the platform.
1. Initial Tenant Creation
When you first start with CloudRadial, you'll start with sample content in nearly every area of the feature sets provided by CloudRadial under Partner > Content. Your first step should be to either customize the existing content to fit your needs, or to create custom content off the bat that you'll be able to use for multiple clients.
We call this first set of content the minimum viable product (MVP) for launch. That is, you'll want the bare minimum that can fit the most clients - leaving the rest for customization after launch. In other words, you want to take your MVP to be 90% close, and leave the last 10% of customizations for each client.
A few examples of MVP content include:
- A basic problem report catalog that can fit most of your clients
- A set of service catalog items that most of your clients can order
- Articles relevant to all your customers
Naturally, you're going to have customizations to make.
It's impossible to create a one-size-fits-all template that you'll never need to modify. You might need a separate medical ticket catalog, or a set of menu items specifically for an individual client, but not the rest.
While important, focus on getting your bases covered with the basics for everyone.
2. Presenting the Initial Versions
Good account management is, above all else, communication.
You'll need to communicate with your internal points of contacts to inform them of the new portal, as well as what it can do. Remember to make the portal a conversation and collaboration rather than something you're forcing them into.
Showing the initial version, you can walk the client through the experience. We recommend getting their feedback and making changes as necessary - a form asking them for their preferences can be extremely helpful.
You should ask them things like:
- Do they want the ability to create their own content?
- Do they need specific menu items for their applications page?
- Do they need certain training courses for their users?
- Do they need specific users to have access to billing? Company tickets? Other custom views?
If you've created a portal with a strong MVP, modifying rights and adding content on a per-client basis becomes trivial (as long as you're trained and know how to do it).
And, as an added bonus, it makes the portal a custom area that you collaborated on, rather than something you've forced them into - which you'll see pay off in improved adoption.
3. Fine-Tuning the Content
After you get feedback from the client, you can work on changing it to meet their needs.
You'll notice that each and every client will deviate from the initial templates you pushed from Partner > Content to their own unique services - and that's okay.
Over time, you'll work directly in each client's tenant to customize things further for them. That included adding new tickets, or company-specific articles.
You'll end up reserving the Partner > Content area for updates to your MVP, and doing most of your customizations directly within the client's account themselves.