We were thrilled to see the recent Microsoft blog post on how technology can be a force multiplier for security. The post touched on how Microsoft Global Security (MSGS) used Perspective in resolving a criminal investigation after Microsoft retail stores in multiple states were targeted by organized crime.
MSGS has used Perspective since 2006 to help reduce incidents like thefts, enable trend-spotting and investigation support, and deliver cost savings and scalability to aid MSGS in supporting its staff around the world (more details in our earlier case study).
The blog post got me thinking about PPM’s long history with MSGS and the relationship that has developed since the initial deployment of our product. We always want to be thought of by Microsoft, and our other clients, as a partner rather than a vendor. It comes naturally to us to keep the lines of communication open, but beyond that it’s vital to maintain a long-term focus on ensuring the sustained adaptability of the incident management solution itself.
This adaptability is what ensures that the product maintains viability for the client through initial deployment and ongoing evolution – and while that goal doesn’t change, the specific needs of each business do, even within the same vertical. Whether used by MSGS or another company, the incident management solution must be robust enough to integrate with each unique configuration (and a potentially large number) of security systems, while being flexible enough to incorporate additional components down the road. Beyond that, the adaptability has to take into account many other factors outside of the security systems themselves, such as geographic distribution and scale of use. For example, say that Microsoft’s use of Perspective was limited just to a single focus, such as helping to reduce the theft of laptop computers. This may not sound so bad… until you remember that this single task could require collecting and managing multiple types of data from up to 90,000 employees spread across three continents.
Leveraging that adaptability and usefulness also depends on the quality of communication, and the MSGS relationship is truly one where they are both our partner and our client. Since the beginning, MSGS has treated PPM as a team member in what they do: this has extended from the very top including Mike Howard, Brian Tuskan and Mike Faddis, all the way through the investigators with boots on the ground and the technical team that keeps things running. We had a chance to enjoy this close connection recently at the IDV gathering at ISC West, where the PPM team and MS team got together in a purely social setting and chatted as easily as old friends.
Our support team always stands behind Perspective and is ready to help all of our customers, of course. The work we do with the Microsoft team helps underline how much more effective everything becomes when the communications flow in both directions. We often get great direct feedback from them and I think they know we put our clients first, listen to what they say and make the changes they need. This was also apparent at ISC West, where they stopped by the booth many times during the course of the show.
These types of effective client-partner relationships can also generate additional value for both parties. Most recently, the close cooperation between MSGS and PPM meant that Brian Tuskan of MSGS and I had the opportunity to give a shared presentation to help other companies’ command and control teams improve incident response time, gather more data thorough documentation, and leverage more effective analytics (available here).
Our relationship with our clients doesn’t end when their software is installed. It’s only just beginning, and it’s that open door that inspires ongoing communication, and collaboration. Microsoft is a great example of that type of reciprocal relationship where our software innovations are influenced by their feedback and needs. That’s what makes it a true and valued partnership.
More Information on Our Partnerships
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