By Imagine it was Tuesday at a small MSP. Coffee’s still hot. There are already three messages awaiting, and none of them address that massive project you were going to do today. All are related to e-mail.
Somebody’s locked out. I guess somebody left on Friday; his mailbox is still open. Someone is asking for the address of a new employee who will be working in the morning.
Sound familiar? Let’s take a look at how a better setup can make a difference throughout the day.
8:15 am: the lockout
The receptionist is not able to sign in. She has used three passwords, and now she’s panicked! You know the drill. Which panel does her company belong to? You check one. Wrong. You check another. Closer.
It’s different with everything being visible in one dashboard. Find the domain name, select the User, reset the password. Five minutes, tops. She just doesn’t know you were looking for her. Lockouts are added a week at a time, and it’s hours that are not billable.
10:00 am: the leaver
A client’s office manager writes an email to inform me that Dave has left. There may be supplier quotes in his mailbox, old invoices, perhaps some forgotten passwords, in old threads. It shouldn’t be open one day longer than it has to be.
This is what people overlook. If the client has individual logins, the office manager can usually take care of this, and she can only access her own company’s mailboxes. You are not a bottleneck, and you remain in control. Speed matters here. Old mailboxes are a silent danger, and clients don’t really consider them until they have an issue.
After 1:30 pm: the new client
A prospect calls. They desire the professional e-mail and the professional look of it. Your company, ideally. Private label email hosting is designed with this in mind. Their personnel log in using a web page that includes your logo and colours, and addresses ending in the client’s own domain. The service is executed in the background without disturbing the user.
No explanation of the server is necessary. Simply say, “We’ll take care of your email.” Done. This is a favorite of clients. They’ll receive a personalized service, and you’ll receive a line that’s renewed each month.
3:00 pm: the price question
So the prospect inquires about the cost. Don’t freeze. With a white label email service you pay the provider a fixed price and ask the client to pay you. The margin is your difference.
My advice? Keep it plain. It’s charge a mailbox, have your support, and give up the fancy levels. A number that is easy to remember is a small client’s favorite. Repeat it orally before the call. A discount is a non-seller when it comes to confidence.
Before you get a quote, review the provider’s limits on storage and sending. The worst margin is a hidden one.
4:45 pm: the handover
The new client agrees. Write a one-page note before you do anything. Where to log in. Who to call. How to reset a password. Short, informal, without jargon. Keep a copy. A similar note is given to the next client, except with a few words changed.
Then test. Send messages to Gmail and Outlook email addresses. Check the Spam folder. Ensure that your SPF, DKIM, and DMARC records are correct. There’s nothing like having your invoices go to junk.
Last but not least, give employees a brief reminder of the date and the new web address. People forgive change. They aren’t a fan of last-minute surprises.
7:30 pm: the second domain
One of the clients, who has been a long-time client, brings up a side business. They wish to have mail on another domain, as well. Easy. All domains are in one location, so you don’t have to start from scratch with each one. The same logins, new mailboxes.
That is simply another sale that you didn’t need to go out and fight for.
Where to begin
TrekMail is designed for agencies, MSPs, and hosting providers that require all their clients to be on branded webmail, each with their own username and password, and all of their domains managed from one location. It’s not necessary to change your entire list. Find one client, move them over, and experience your next Tuesday.
FAQs
Who can reset a password?
Typically, you can, and often the client’s own admin can as well. Before you commit, make sure to see how the provider deals with permissions.
What do you think happens to mailboxes when people move away?
Hang it up on the same day, or give it to someone to keep from misplacing important mail. Make sure to agree with the client before you start working.
What is the maximum number of people that can be on a client?
This will depend on the plan. Inquire about per-mailbox limits and additional users’ charges.
Should I relocate all of my clients at once?
No. Begin with a friendly account first, and then move the others when you’re ready.
Are there training needs for clients?
Hardly any. It’s still email. Provide them with the one-page note and a phone number to call.
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