Client Information Tracking / Documenting

[Mainstay]

Hi Guys,

We originally stored all of our client information in very detailed (and awesome) SmartDraw files. This was complete with network diagrams, router tables, usernames, passwords, email information, hosting information: everything.

But as we got busier, these files became cumbersome to maintain. They looked great, but I was NEVER able to recoup my massive time investment in creating / maintaining these files. Sure, they were very handy, and saved the day many a time, but the cost-benefit wasn't in alignment. Unlike others, I never felt comfortable charging the customers for these files. Some were big companies that could afford it, but most were small businesses that would be shocked if I presented a bill for network documentation and wouldn't appreciate how much time it took to maintain. They figure when they call up 6 months later and ask for their email password, I'm just supposed to remember and that is no big deal... (another issue).

So we started storing customer data in QuickBooks (our billing / bookkeeping software). That is also cumbersome to maintain as the notes are not searchable.

So then I migrated [mostly] everything over to simple Excel sheets (plain, simple, searchable, easy to update / maintain).

But now I am finding I am all over the board... some data remains in SmartDraw PDF's, some in QuickBooks, and some in Excel (which loads HORRIBLY on my iPhone and is really difficult to scroll through). Not all customers made it through the various migrations as I thought I'd never hear from them again... only to hear from them again 3 years later, asking for additional support on their [website, email, network, wireless network, etc.].

So, what do you guys use for maintaining accurate and easily updated documentation on your customers' networks and can be accessed from all platforms (iPhone, Mac Desktop, Windows Desktop, etc.)?

Anyone else spend as much time as I do on retaining and maintaining customer records?

Any software good at helping to consolidate this data and help with records management?

Anyone else go through this progression from an infancy computer support guy to a more established IT Consulting Business?
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Any words of wisdom would be greatly appreciated.

All the best,

--Matthew

 

[Vicenarian]

OneNote?

 

[Magic Miguel]

We primarily use Evernote to store all of that data. They have an app for Windows, OS X, iOS and Android. So it is very handy to have that stuff if we go onsite and can't get to a computer.

 

[colonydata]

some sort of PSA tool like AutoTask. every piece of hardware is an asset that you can add configuration items to. you can also attach documents to assets, customers, and tickets. It is really useful when you create a ticket against a piece of hardware and can have all of the configuration information one click away.

 

[Mainstay]

I must say I am leaning towards something simple.

Every network is similar but employs such a wide range of different hardware... no two setups are the same... so I fear having to customize all the assets for each location.

I had looked into Evernote and SmartSheets but wasn't sure how we'd use it in a small team of 2 on-site techs, 1 web designer, and 2 office staff.

But I'll take another look, as we are definitely more "Excel" based.

Which also prompted me to re-visit Google Docs... which would allow us to just copy/paste our worksheets in and keep going.

Anyone using Google Docs / Drive as a network documentation system?

We'll keep using QuickBooks as our CRM so it doesn't have to be an all-in-one solution.

Also - the Google Docs Drawings are simple, but could be quite effective. They don't have as much oomph as SmartDraw, but then again, I can't keep buying $500 licenses =(

 

[inetuk]

No matter how many staff you have evernote will do the trick!

We use evernote have made a unique Wiki for each client, so even if we have to send a third party provider on site we can share a particular note (page) with them either with or without a password.

 

[jzukerman]

Anyone using Google Docs / Drive as a network documentation system?

Also - the Google Docs Drawings are simple, but could be quite effective. They don't have as much oomph as SmartDraw, but then again, I can't keep buying $500 licenses =(

I currently use Google Docs for documenting some of my client info. Accessible on my smartphone so I always have it with me. Downside is securing the data properly (strong password to your Google account, 2-factor auth is a good idea).

I didn't know about Google Docs drawings. I'll have to start using that.

 

[acscva]

inetuk,

Could I see an example of what you are entering into your wiki in evernote?

If you don't want to share it on here you can email to me at shawn@acscva.com

I have been using Evernote for a couple of years but using it more over the past 3 months and thinking about doing the same thing with customer information to make it easy to access and organzie.

Thanks very much!

 

[YeOldeStonecat]

Your RMM software would make sense. We use N-Able. Under each client, a "Notes" section under servers, edge devices, each important node.

 

[acscva]

I prefer not to keep this confidential stuff in my RMM but possibly in my PSA which I don't currently have a full PSA only using mHelpdesk which I consider more as a ticketing/invoicing system.

 

[YeOldeStonecat]

What's your logic, security ?
Would a "freebie" residential tool/service such as Evernote be more secure than your own in-house linux server?

Logical to us to have it in the RMM, we take on a new client, unleash the network probe, run a discovery of their network..and it auto populates with all the nodes. So the first part of your work is done by the RMM. It's already started the process for you.

 

[acscva]

I would have to disagree about evernote being a residential freeby app. It is used by over 100 million users in the world including some very large commercial enterprises and is very secure. They also do offer encryption for premium users which is only $45 per year for premium service which includes a lot of great features.

I use GFI Max RMM and just don't like the way you make notes and if the PC/agent is deleted by accident by a tech then you no longer have that information.

 

[mhelpdesk]

If you did all of that in Smartdraw you're some kind of genius, it must be said. That's not what it's built to do, but I bet it looked amazing. And Shawn is right, you should never use an unencrypted cloud-based option for client info or confidential business files. Anyway, I'm just jumping in to ask if you've looked at the all-in-one admin solutions like Mhelpdesk? They vary in price but ours is quite reasonable as long as you don't have hundreds of registered users and tons of customization. If you're also looking at changing your setup for scheduling, accounting, order tracking, etc, it might be just the thing for you: There's an online tour, and techs available in business hours to answer all your questions. http://mhelpdesk.com/tour

 

[allstarit]

+1 for Evernote. I have a notebook for each client and store pictures of their equipment, login details and hardware/software information.
Also have a PIN enabled so its encrypted if it gets into the wrong hands.

GFI does my asset tracking and i also add notes to that particular device.

Also use Screen Connect and this has a note section per device so i sometimes store user's passwords in here or in the credential area of SC where it prompts user to enter it in.

I also use WHMCS for my billing side of things so i also created some custom fields in here that i enter about the client - eg WAN IP or ISP provider kind of stuff.

Overall i prefer Evernote because its on my phone, laptop, home pc and is easily accessible.

 

[neotechnet]

Hi Matt,

I highly recommend CommitCRM. Even though an expensive purchase outright it's actually a money saver overall since you don't have a monthly bill.

I, like you, went from system to system. I used excel spreadsheets mostly, evernote, etc but moved to CRM.

With CRM's latest update, 8 I believe, you now have the ability to use google docs within CRM and I love it since I'm a big fan of Google Apps and really dislike using office. I keep all of my assets in there and create tickets, I can actually pull up an asset like a server or even an ISP modem at my client and see all the history I had with that device.

Of course CommitCRM does a lot of other things as well, I have pretty much all of my data in there.