Are you still managing your customers’ Microsoft Teams tenants one by one? Logging in to each tenant with different admin credentials? It’s a hassle, isn’t it?
What if we told you there’s a way to simplify this process, making it easier, more efficient, and even saving you money?
Before we dive into the solution, here are five common challenges our partners face as they scale their Microsoft Teams managed services. You might just see yourself in one of them.
5 Common Challenges MSPs Face with Multi-Tenant Management
1. Customer Teams Tenant Access
Our partners consistently highlight customer tenant access as their biggest support challenge. Every customer enforces unique security policies for third-party access, making it difficult for Managed Service Providers (MSPs) to establish standardized processes.
Some customers opt to share a common admin account with their MSP, allowing technicians to access their tenant easily. Others, however, require individual credentials for each technician, enhancing security, auditing, and accountability but adding complexity to credential management.
To streamline this process, many Microsoft Partner MSPs leverage GDAP, a solution available exclusively through the Microsoft Partner Center. GDAP establishes domain trust between MSPs and their customers, enabling technicians to access customer resources using their corporate MSP accounts with the correct admin privileges granted by the customer.
Although GDAP makes credential management easier compared to using separate logins, it still requires support technicians to switch between multiple customer admin centers.
Since these admin centers look identical across different tenants, technicians can sometimes mistakenly apply changes to the wrong customer, potentially disrupting operations and reducing customer satisfaction.
2. Maintaining Customer Security
Maintaining customer data security and privacy is a major challenge for MSPs, especially when dealing with highly sensitive customers.
Support technician accounts must comply with strict security policies, be correctly scoped with appropriate permissions, and properly managed, including following strict account disablement procedures.
This requires additional tooling like password vaults and structured protocols that must be followed, audited, and enforced to meet accreditation and compliance standards.
For customers in sectors like defense, finance, or government, security demands are even more stringent.
These industries impose tighter restrictions on who can provide support, often requiring team members to undergo security vetting to ensure they are trusted to access the customer’s Teams tenant and sensitive data.
3. Maintaining Quality of Service Delivery
With varying access procedures and each customer’s unique setup, maintaining a consistent level of service delivery is a major challenge for MSPs.
While consistency goes beyond just support tools, having the right technology in place is a crucial foundation for delivering high-quality service.
When tenant access becomes cumbersome, support staff may grow frustrated or disengaged, losing sight of your business’s core values.
This can lead to mistakes, slower resolutions, and diminished customer satisfaction, ultimately putting renewals at risk.
4. Staff Immersion and Integration
Many support technicians begin their careers at MSPs because these environments offer a valuable opportunity to develop expertise across multiple technology areas. On average, technicians stay for about three years before advancing in their careers.
During their tenure, they gain deep knowledge, not just of the technology itself, but also of how customers use it and how their businesses operate.
This expertise is difficult to replace and makes seamless transitions critical for maintaining high customer service standards.
To address this, MSPs prioritize consistency in their support tooling and procedures.
Standardized processes ensure that new hires can be onboarded quickly, allowing them to become productive team members without a steep learning curve.
While customer relationships take time to build, reducing complexity in support methods helps new technicians integrate efficiently, ultimately sustaining service levels and customer satisfaction.
5. Proactive Support vs Reactive
With the rapid evolution of public cloud applications and services, MSPs must stay ahead of change to remain effective. Traditionally, MSPs collaborated with individual customers to design support packages aligned with their change management strategies.
Today, however, cloud providers like Microsoft dictate the lifecycle of applications, forcing both customers and MSPs to adapt to their evolving roadmaps. This shift has transformed the MSP approach from reactive, customer-planned change to a proactive strategy.
Proactive adaptation requires MSPs to continuously track upcoming changes in Microsoft 365 and Teams, assess potential impacts on each customer, and provide informed guidance on necessary actions.
To support this approach, MSPs must efficiently identify customer configurations that deviate from established standards. Given the complexity of managing multiple customers, having the right tooling to monitor and highlight these deviations is crucial, ensuring that potential issues are addressed before they escalate into service disruptions.
How Callroute Can Help MSPs With Multi-Tenant Management
Callroute is designed specifically to help MSPs streamline support standardization, maintain controlled access, and ensure consistency when managing Microsoft Teams Phone for their customers.
Our solutions empower MSPs with two core offerings:
- Direct Routing for Teams: Expand your product portfolio by reselling our PSTN services under your own brand, giving customers a seamless telephony experience.
- Orto for Teams: Automate provisioning and manage Microsoft Teams Phone users effortlessly, simplifying day-to-day operations for your support team.
Both solutions can be used independently or together, all within a single, intuitive online web portal built with MSPs in mind.
A Single Place to Manage All Your Customer’s Teams Phone Needs
Callroute’s web portal gives MSPs a single access point for managing customer Teams tenants, anytime, anywhere. With your MSP dashboard, you can view and manage all customers in one place, simplifying operations and accelerating onboarding.
Setting up new customers is seamless. Deploy our Teams managed service toolset into their tenant within minutes, without requiring assistance from us. Plus, the portal is fully white-labeled to match your brand, ensuring a consistent experience for your customers. You can even grant them access for reporting, read-only viewing, or co-administrative purposes.
Introducing Orto: A Purpose-Built Teams Multi-Tenant Management Solution
Orto was designed from the ground up as a dedicated Microsoft Teams management solution, leveraging Microsoft Graph API and PowerShell while following Microsoft best practices.
It’s one of the most advanced management solutions on the market, offering MSPs powerful capabilities such as:
Phone Number Inventory Management – Centralized tracking of all customer phone numbers, including Microsoft, Operator Connect, and Direct Routing allocations, ensuring complete visibility.
Microsoft Licensing Management – Assign and manage Teams Phone, Calling Plans, and other Microsoft license SKUs effortlessly.
Standardized Policy Assignments – Create and apply predefined Teams user policies for different roles, improving service standardization with a single click.
Call Queue Management – Quickly add users to multiple Teams call queues based on their role, streamlining onboarding and ensuring consistency.
Automated Provisioning – Configure user provisioning rules based on AD attributes or group memberships, enabling fully automated customer onboarding tailored to their department and location.
Unlock Efficiency, Scale with Confidence
Deploying Orto into customer organizations is a game-changer. Standardized provisioning and configuration tools empower your support team to handle more customers with fewer resources without compromising service quality. The efficiencies speak for themselves.
Single Login for Your Support Technicians
Unlike GDAP, Callroute eliminates the need to switch between multiple Teams Admin Centers. All administrative tasks can be completed within a single, intuitive portal, allowing your support team to manage all customer environments effortlessly under one login, fully controlled by you.
When it comes to multi-tenant management access and admin permissions, Callroute follows a least privileged access model, ensuring your team has precisely the permissions needed to deliver services without unnecessary exposure.
This approach provides customers with the confidence that their Microsoft tenant and data remain secure while maintaining strict control over access levels.
Multi-layered Roles Based Access Control
Callroute goes beyond standard access controls, offering a multi-layered role-based access control (RBAC) model that ensures compliance with customer data security policies.
This system enables MSPs to restrict access based on security requirements, ensuring sensitive tenants, such as government or law enforcement organizations remain protected while allowing broader support for other customers.
RBAC extends directly into customer tenants, allowing you to group users within each tenant and allocate them to security groups.
Support technicians can then be assigned access based on these predefined groups, ensuring compliance with specific business needs.
Practical applications of RBAC include:
- Regional Support Teams – Assign access only to customer users within specific geographical regions, ensuring localized support and compliance.
- Contract-Based User Management – Limit management to only the users covered under your MSP contract, preventing oversight or unnecessary access.
- Specialized Support Needs – Provide elevated access only to specialist engineers handling sensitive or high-profile users, such as executives.
With Callroute’s RBAC system, MSPs can implement secure, tailored access control that aligns with customer requirements without compromising operational efficiency or requiring additional tools.
Advanced Management Features That Promote Standardization
To succeed as an MSP, delivering high-quality, standardized support across all customers is essential. However, enforcing consistent service delivery across disparate access systems is nearly impossible, especially when your support team is under pressure.
One of the most effective ways to establish service standards is through configuration profiles based on user roles.
For example, if users in the London office require one set of policies while Paris-based users need another, grouping and applying these policies collectively simplifies management.
Streamlined User Onboarding with Orto
With Orto, MSPs can define policy groups known as personas, ensuring users inherit the right configurations including phone numbers assigned within the correct area code, all with a single click in the management portal.
Repetitive enablement tasks consume valuable support time that could be used for high-priority issues.
To maximize efficiency, Orto enables full automation of provisioning.
Once deployment standards are defined, provisioning rules automatically execute when a new user is created in the customer’s Entra ID directory.
Intelligent Automation for Seamless Scaling
By leveraging condition-based logic, Orto provisions users with a tailored Microsoft Teams configuration based on location, job role, and department, eliminating manual intervention.
These automated processes free up your support team, allowing you to scale operations and onboard new customers without increasing headcount, improving profitability without compromising service quality.
Audit Change History & Identify Potential Issues Proactively
In today’s fast-paced environment, customers don’t have time to worry about change but the wrong kind of change can disrupt business operations significantly.
Managing SaaS applications like Microsoft Teams often involves adjustments that may be applied without a full understanding of their impact on end users.
While Orto and Callroute can’t eliminate the risk of erroneous user configuration changes, they do give MSPs the tools to identify potential issues before they escalate and, crucially, provide visibility into what has occurred.
Continuous Monitoring & Smart Alerts
When users are synchronized with Orto and assigned a configuration baseline, Orto continuously monitors their settings to ensure they remain unchanged.
If any deviation is detected such as a phone number being removed or altered, or an unauthorized policy modification, Orto immediately alerts you.
This allows MSPs to proactively engage with customers before these changes negatively impact operations.
Rollback & Recovery for Seamless Support
If a customer flags a change as unauthorized, Orto enables you to roll back the user’s configuration to the last approved state, restoring their setup and maintaining service consistency.
By leveraging Orto’s proactive monitoring and rollback capabilities, MSPs can enhance their support value and gain a competitive edge over providers still manually managing Teams Phone configurations.
For MSPs, Multi-Tenant Management By Callroute is Key to Growth
MSPs need Callroute to streamline Microsoft Teams Phone management, enhance operational efficiency, and provide consistent, high-quality support to their customers.
By consolidating multi-tenant management and access into a single portal, Callroute eliminates the hassle of switching between admin centers, reducing errors and improving technician productivity.
Our role-based access control (RBAC) ensures secure, structured permissions, aligning with customer security policies while maintaining flexibility.
Orto automates user provisioning and policy assignments, minimizing repetitive tasks and freeing up support teams to focus on higher-priority issues.
Additionally, Callroute’s proactive monitoring capabilities detect unauthorized configuration changes, allowing MSPs to address potential disruptions before they impact customer operations.
By integrating these features, Callroute empowers MSPs to scale efficiently, increase profitability, and gain a competitive edge in managing Microsoft Teams Phone environments.
Ready to Transform Your MSP Operations with Smarter Multi-Tenant Management?
Don’t let inefficient processes slow you down.
Get in touch today at a time that suits you to see how Callroute can simplify Microsoft Teams Phone management, strengthen security, and help you scale with confidence.
Let’s build a smarter, more efficient MSP experience together.
