Planning for Unexpected Growth

Unexpected growth is generally a great problem for most businesses, but it can produce several growing pains for managed services and IT providers supporting those companies. Fortunately, there are steps that can be taken by MSPs to help effectively respond to a client’s unexpected surges in business.

First, it’s important to establish infrastructure flexibility. In other words, look for solutions that minimize or eliminate the need to expand physical infrastructure, as the time requirements for new third-party installs can be a serious constraint. When dealing with growth-oriented companies, consider data solutions that have room to accommodate a realistic future surge in business, without overpaying for current needs. Also, aim for data packages that scale up on demand without the need for on-site visits–for example, Internet data services that can be scaled remotely. This is possible with a number of technologies, including fibre, Ethernet-over-cable and even DSL. Note that you should always confirm availability first, as it can vary based on the client’s physical location.

Next, seek out services offering instant scalability that you can easily manage on your clients’ behalf. For example, with cloud-based phone service, you can sign up your client to a plan that allows you to add capacity for more phone lines at a moment’s notice.  Generally, you can do this directly online, when logged into the account and authenticated as an admin. Also, avoid services that require a lengthy order process. For larger or more complex accounts, you may need to contact the sales rep who looks after your client, but the turnaround on the service item addition should still be no more than one business day.

Build Strong Relationships

It’s also important to build strong relationships with dependable contacts once vendors are selected. During growth, no matter how organized you are or how streamlined the provider’s online ordering process is, there will inevitably come that moment when you realize your client needs something unusual that doesn’t “fit the mold”–and needs it quickly. When that happens, it’s critical to have a relationship with someone in the vendor’s organization who can occasionally sidestep typical processes in the interest of client satisfaction.

Security is, of course, one of the primary considerations when business expands. In addition to updating operating systems, checking third-party software and establishing best practices throughout the organization, make sure that data security accommodates growth.  This can be achieved through managed Internet services that offer private-layer networks and encrypted traffic. While they may come with somewhat of a premium, the improvements in privacy and security will be worthwhile to your client, particularly in risk-sensitive verticals like legal, healthcare and government.

Lastly, here’s a personnel management tip from experience: Ask your client’s decision maker for a direct line of communication, either to them or to whomever is designated as “point person” for growth cycles. Deal only with this person when accepting changes and setup requests, which fly in rapid succession in an unplanned growth scenario, and you can avoid having to field requests that come from junior staff without management approval. You’ll have enough to manage without having to undo your hard work.

Carl Watene is the vice president of Sales and Channel Development at Easy Office Phone, where he manages the company’s Dealer Program and oversees all sales and marketing initiatives. Watene holds extensive experience with major telecom and data providers in directing sales teams, creating training systems and running marketing campaigns. Guest blogs such as this are published monthly and are part of Talkin’ Cloud’s annual platinum sponsorship.