Not telling everyone I was doing it.
You see, people in our current IT-focused MSP were vaguely familiar that we were going to be offering security services, but they had no idea what that really meant for them.
– Sales didn’t realize it would be an entirely different animal to sell. They didn’t have advanced and detailed explanations of the ideal type of customer or value prop.
– Engineering didn’t realize they were going to have to be involved, and they most certainly didn’t understand how the new technologies would fit into their client’s environments.
– The help desk didn’t have clearly defined rules of engagement of how to escalate issues to security, or when to.
– Customer success didn’t understand the offerings and what types of issues clients might have with the new products, much less how to interact with clients regarding those.
We had a great team, and we iterated, learned and improved – even experienced success – but not without scars.
Take it from me, think about, plan for, and educate your IT staff on these things well in advance of launch. Your people (and clients) will thank you for it.
Now you get to benefit from my mistakes – PowerPSA’s engagement is keenly tuned to prevent these types of issues from occurring, and to allow your teams to execute all facets of your cyber offering flawlessly.