MDM for SMBs & Growing Businesses: Best Practices & Top Solutions

What Is Remote Device Management? A Guide for SMBs

The shift towards remote and hybrid working models has created new hurdles for IT teams.  Employees are younger and more tech-savvy than in previous eras. And devices are more user friendly and easier to learn than in decades past. 

But they’re also more portable and more connected to the wider world than they used to be, which creates real security risks. The good news: IT teams spend less time showing staff how to use shared drives and set up “out of office” notifications. But the bad news: corporate devices are traveling all over the world, and it’s harder than ever to keep them safe and secure. 

Unless you have good remote device management software. Purpose-built services now do everything from delivering a device to updating security packages, from wherever you are to wherever that device happens to be. They’re a lifesaver for busy SMBs. And arguably a must-have in your tech stack. Let’s start by examining exactly what we’re talking about.

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What is remote device management (RDM)?

Remote device management is the practice of monitoring, configuring, and securing devices from a central location. With high-level RDM in place, you can distribute, control, update, and recall employee computers wherever they are, from wherever you are. This includes the ability to lock devices, change passwords, update software, and edit user permissions. This is particularly useful in today’s hybrid working conditions. Many (if not most) companies now have distributed teams, with employees in different cities and countries from the head office. 

As employees increasingly work from home several days a week, it’s crucial to be able to provide IT support and troubleshoot issues without physical access to devices. 

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What does RDM involve?

Remote device management is the broad term for everything you need to manage devices from afar. Tangibly, this includes: 

• Create, adjust, and remove user permissions and profiles
• Update software and perform security scans
• Monitor device performance and identify issues slowing systems down
• Gain admin access remotely, to take over and “drive” the device from anywhere

‍Remote device management is both a practice and a software category. The above capabilities are possible when you choose the right remote management software suite, which we’ll explore further shortly.

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RDM vs MDM

While the names are similar and the differences can be confusing, these two terms aren’t synonyms. RDM is the umbrella term for the practice of managing devices remotely, and MDM is the software that makes this possible. Mobile device management (MDM) is a staple tool within your broader remote device management strategy. It’s the technology that lets you manage, secure, and monitor devices from a central platform.

MDM is arguably the most important tool in your remote management suite.

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Key IT challenges for remote-friendly companies

Without help, most SMBs struggle to manage their remote devices. Here are the most common issues companies face in these circumstances. 

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Distributing devices

Before you can even worry about monitoring and managing remote devices, you need to get them into the hands of end users. This is relatively simple if employees will be at headquarters for their first few days of onboarding, but more challenging when they’re in another city or country.

Ideally, you want to deliver pre-configured devices to employees wherever they are. On time, in the right location—their house or a satellite office—with a clear Plan B if there are any issues. 

And vitally, you’ll do this without distracting your IT staff or office managers with these logistical tasks. 

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Tracking their whereabouts

Device management was easier when everyone had their cubicle workstation, all with the same computer, keyboard, and landline. Today, you have distributed teams working from anywhere, often with completely bespoke IT setups. 

You need to know who has which devices, where they are, and have a simple (ideally automated) way to update your records when items change hands. 

Plus, with more laptops and phones traveling around the world, the risk of loss or theft is also higher. So you also need a way to report stolen items and trace their specific whereabouts. 

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Updating software and fixing bugs

Another challenge with remote teams is repairing and updating devices when necessary. In an office, team members can bring their slow or damaged devices to the IT desk for quick diagnosis. This clearly doesn’t work the same while remote. 

But you can (and should) have remote access tools that let administrators log in and take control from anywhere. These lets you roll out security updates and patches, and see what employees see when they complain about issues.

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Retrieving and replacing devices

Just like getting devices to employees can be a challenge, replacing or retrieving them is equally difficult. Whether you’re upgrading a model, delivering a temporary replacement, or offboarding a remote employee, you need to be able to get devices back efficiently from anywhere. 

You also need to be able to lock and wipe devices remotely, including all user profiles and passwords. A stolen phone or laptop can give hackers access to the backend of your products, user databases or your own financial data. 

It’s a serious risk to send devices out into the world without knowing that you can first wipe, and then retrieve them, no matter where they are.

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Giving employees flexibility

Most employees—but particularly younger generations—have their preferred device models and operating systems. Modern companies should be able to offer employees their choice, within reason. 

But this adds to your logistical challenges. You may need different suppliers for Apple and Android devices, for example. And if the user needs operating systems installed, that’s more work for the IT team to prepare. 

Even simple things like giving an English-native user a QWERTY keyboard versus an AZERTY for a French writer is easily overlooked. 

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Managing remote IT efficiently

Done manually, all of the above takes time and energy from your IT or office managers. They absolutely should not have to know the ins and outs of local deliveries in other countries, and they shouldn’t have to manage tech supply chains. 

The ideal outcome is to automate most—if not all—of the work required. You shouldn’t have to manually update spreadsheets to track items, or install software on laptops one by one. 

And this is where some remote device management providers fall short. If they’re focused purely on access, you’re only solving a portion of your challenges. 

How to set up remote device management

The RDM process requires a suite of good software to operate effectively. So as you shop around potential providers, here are some of the keys to look for. Let’s start with tangible software or tools:

• MDM or unified endpoint management (UEM) software. Key functions include the ability to enforce security policies, manage apps, configure devices, update software, and track any device’s status. You should also be able to lock and/or wipe a device when items get lost or stolen, or for fast offboarding.
  
  
• Remote access tools. These let you view and control a device as a user from anywhere. They’re crucial for troubleshooting and support for remote devices.
  
  
• Endpoint security. You should be able to automatically deploy antivirus and malware updates for all devices.
  
  
• Device monitoring. You also need to be able to check device (and network) performance from anywhere, to see why devices might be running slowly.

On top of these core tools, any modern remote device management provider will also be able to offer the following specifics: 

• Remote locking and factory reset.
  
  
• User and permission management. Add new device users, remove leaving staff, and change levels of access to certain tools. Again, all of this remotely. 
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• Find my device. Expect a handful of devices falling out of pockets or being left on public transport, as well as actual theft. So you need to be able to track the location of devices through services like Apple’s Find My, or through your remote management system.

Of course, you want to do this in a non-invasive, non-creepy way, and only when really necessary. You will doubtless have other key considerations to negotiate with prospective providers. And crucially, there’s more to managing remote IT than gaining access to and controlling devices.

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How to upgrade the typical remote device management system

RDM gives you full access and control over remote devices. But you should really think of the entire system of providing and maintaining staff devices:

• Purchasing, leasing, or sourcing a device for a team member
• Creating accounts, downloading tools, and preparing the device for use
• Distributing devices to team members wherever they are
• Monitoring performance and troubleshooting issues
• Maintaining security standards and being able to lock down accounts in seconds (if necessary)
• Retrieving devices when employees leave or have otherwise finished with them

All of these points make up the holistic device management process for remote teams. It’s essentially RDM 2.0—a full IT system for busy remote teams. On top of the key access features that good RDM tools provide (above), make sure your provider can also offer the following:

• Pre-configured software setup. The best services will send devices out to employees with the software already set up. This means your IT desk doesn’t need to manually do the work, which adds time and can create delays in getting devices out to new staff. 

• International support. Probably obvious, but make sure your RDM provider is available and experienced in each of the countries you need to manage. They should be able to handle distribution and collection locally, and provide technical assistance to remote teams if required. 

• Scalability. Efficiency becomes increasingly important as your company grows and adds more remote staff. Whether you have 50 employees or 300, your remote management system should be just as easy to work with. Add or remove employees with a click, track all devices in one place, and avoid any manual effort that would quickly become unscalable. 

• Customizable equipment. This is one of the factors that differentiates dedicated device management from a simple leasing service. You shouldn’t be limited to a specific package for each employee, with the same narrow range of devices. If employee freedom is important to you, they should get the exact equipment they need to perform at their best.

On top of giving you more security and keeping your records up to date, you want to remove manual admin work and get new team members onboarded quickly. This exact model is saving real time and money for growing companies today.

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Manage all company hardware and software from anywhere

Hybrid work and remote staff are reshaping company IT. Device management is now both crucial and more complex, even if the devices themselves are more commonplace.

Remote, flexible work is critical to find the best talent and let employees do their best work. But as you welcome remote employees—sometimes internationally—you encounter new logistical challenges. Plus the added security and financial concerns.

Your best option for peace of mind and operational efficiency is a remote device management system that handles the entire process: from onboarding to offboarding, with everything in between. 

A service like Primo is: 

• Cheaper than leasing;
• Faster and easier to manage than outsourced IT; and
• Better suited to your needs than a generic managed service provider. 

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Primo includes the core MDM software you need to manage remote devices, alongside an Endpoint Detection and Response (EDR) that you can automatically deploy and monitor to go a step further in security. We also make buying and delivering (and returning) devices simple, manage user permissions and settings easily, and essentially automate all of your core IT processes. 

To see how comprehensive but simple remote device management can make your life easier, get started today. 

Onboarding is too often delivered on an ad hoc basis. Particularly in smaller companies with few HR processes, it can fall on the office manager or team lead to get new employees up and running.  

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While this might work at first, it leaves too much to chance. New employees need careful, systematic onboarding processes to set them up for success. That can be the difference between new hires getting comfortable in their roles quickly, or feeling disconnected and forgotten about. 

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This article looks specifically at IT setup during the onboarding process. Following these 10 steps, you’ll ensure that new hires have the equipment they need, with the guidance and security systems in place to succeed. 

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Why a formal IT onboarding process matters

While just one aspect of onboarding, IT is absolutely critical in the modern workplace. Without the right devices and permission sets, employees can barely function at all. 

Focusing specifically on IT and devices, a formal onboarding process: 

• Saves time. While you need to invest a small amount of energy and effort to create the process itself, it should then be easy to repeat with each new employee. And you don’t have to think up a whole new process each time around.
  
  
• Reduces human error. Particularly if you don’t have dedicated IT teams and on-demand support, it’s easy to overlook things in the setup process. A structured process (and a good checklist) ensures nothing is missed.
  
  
• Gets employees up to speed faster. You want new employees working independently and delivering value to the business as soon as possible. A formal process makes this both more likely and more predictable. 

• Creates fair, consistent experiences. It’s unfair if new team members have vastly different onboarding experiences. One person who gets VIP treatment has an advantage and will naturally feel more at home. More importantly, others with rushed or improvised onboarding may feel left behind. Consistency is key.
  
  
• Helps new employees feel valued. New employees want to know that they’re valued colleagues, and that their new team is excited to have them. Showing that you’ve prepared for their arrival is a simple way to make newcomers feel welcome. 

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All of the above applies to onboarding overall. But too often, the practical IT aspects of this process are taken for granted or overlooked. To help you construct an effective IT onboarding process, here’s a simple checklist to follow. 

10-step IT onboarding checklist

IT onboarding should never be left to chance. To make sure you get it right, here are 10 important steps to follow. 

These don’t necessarily all happen one after the other. Some can be done in tandem, and you may choose to put certain steps earlier or later in the process, to suit your own preferences and workflow.

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1. Understand the team structure

Before doing anything with hardware or software, you first need to establish who the new employee is and where they’ll fit in the organization. A high-level executive likely needs quite different tools and devices from your frontline support staff, for example. 

A few simple things to consider: 

• Which team are they in? 
• What is their level of experience and seniority?
• What is their start date?

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It’s not complicated, but it does require a small amount of reflection. A one-size-fits-all setup won’t work in the majority of situations. 

Finally, ensure their manager and HR rep know that hardware is being ordered and delivered. 

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2. Prepare and set up hardware

Ensure that new hires have the devices they need on day one, ready to use. This is the bare minimum. Asking a newcomer to use their own computer for the first few weeks is almost as bad as them arriving at an empty desk with nothing at all. 

Ensure all necessary hardware—including laptops, monitors, peripherals, and phones if necessary—is ready and waiting for them on their first day. If the employee is remote, you’ll need to arrange delivery, too (see below).

Devices should be pre-configured with the required company software, security settings, and user profiles. Ideally they’ll also have the specific tools and software that employee needs in their specific role. 

Zero-touch deployment can be a lifesaver in these situations. This pre-configures everything you need onto devices before they’re sent out, so you don’t have to do this additional step yourself. 

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3. Install necessary software and tools

If you’re not using an efficient zero-touch deployment setup system, you’ll need to install critical software yourself. This likely includes email clients, collaboration tools, and project management apps.

You also need to ensure you have the required licenses for those software. Tools like Office 365, Slack, Zoom, and Salesforce all have packages that include a price per seat, and some software works in groups of licenses (0-10 or 11-50, for example). Don’t leave it until their first day to realize you can’t actually give a new employee the tool they need. 

Once again, zero-touch deployment tools help with all of the above. And mobile device management (MDM)—separate but related—can make setting up user profiles as simple as a few clicks. 

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4. Create and send login credentials

Get each new employee’s access live before they arrive on the first day. That includes generating user accounts for email, VPNs, project management tools, and other key systems.

You should also ensure they have access to Wi-Fi networks, shared drives, and any other protected environments they’ll need to work with. 

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5. Set up multi-factor authentication (MFA)

The last of our setup steps is to enroll the employee in multi-factor authentication (MFA) for secure access. This is now standard in security-conscious organizations, and you’ll doubtless have a process and provider specific to your business. 

They’ll need this up and running on all devices. This can include personal phones if they’re planning to use tools like Slack or email on them. 

Bear in mind that organizational MFA can be complicated and confusing for new users. So you may also need to provide guidance on day one, as well as further resources. 

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6. Arrange device delivery

Depending on your suppliers, you may be able to do all of the above without actually receiving the new employee’s devices. But come the start date, you need the devices in place. 

Whatever the employee’s location, ensure hardware is delivered on time to the right place. That’s relatively easy if they’re working from HQ, but potentially more complicated if remote. 

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7. Conduct IT orientation and walkthrough

IT should have its own moment during every onboarding process. If your employees arrive in waves, this could be an in-person seminar with an IT leader to introduce themselves, make sure everyone’s connected, and to see that devices are performing at a high level. 

If remote, this means a short Zoom or Teams call between the IT person and the new employees. Walk through key systems, software tools, and security protocols, plus any key tools they need for daily tasks. 

Be sure that all new devices are working well, and that new employees know who to turn to for tech support if they need it. Newcomers are often too shy to ask basic questions and will often suffer through their struggles. This short get to know each other is usually enough to avoid these issues. 

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8. Provide IT documentation and resources

It also pays to give new employees a welcome package of IT guidelines, quick-start guides, and FAQs. And crucially, to show them how to find answers to simple questions. Include troubleshooting steps for the most common issues and IT support contact info.

This is incredibly important if you work with external IT support. Employees need to know how and when it’s appropriate to contact these service providers directly, versus asking their manager or HR for help. 

Creating the documentation obviously involves some effort up front. But done well, it’s a huge timesaver down the road. 

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9. Provide cybersecurity and compliance training

Cybersecurity is increasingly important for modern organizations. And every new employee comes to you with their own approach and philosophies around safety online. 

Enroll new hires in mandatory cybersecurity training to cover data protection, phishing prevention, and safe internet practices. Also share guidelines on compliance, acceptable use, and privacy policies.

This is important for all businesses, but especially those with actual compliance certifications to achieve and maintain. 

Finally, share best practices for company tools like Slack and email, which can sometimes be misused. Even where misuse isn’t strictly a security issue, best practices can help keep their use consistent and enjoyable for all. 

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10. Schedule follow up and ongoing support

Great IT onboarding isn’t just for the first few days. Plan a check-in after one or two weeks to address any technical challenges. And make IT support resources available for continuous guidance and issue resolution.

This not only ensures there aren’t any problems, but also helps to solidify a lasting relationship with the new employee. You want them to know who to come to with any issues, and to be sure that they feel valued in the team. 

It shouldn’t take much—just a five minute call or a brief coffee chat a few weeks in, to make sure everything’s running smoothly.

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Automate the IT onboarding process

As we’ve just seen, IT setup involves a lot of steps and checks—and it’s just one part of the overall onboarding process. Even with your trusty checklist, there’s real potential to forget steps or miss an important starting date. 

And the more people you hire, the harder it gets. Thankfully, there are good systems that can automate most—if not all—of the above. An IT management system like Primo: 

• Creates new user profiles directly from your HR system, with the correct setup based on their role
• Lets you order, pre-configure, and deliver devices in a few clicks
• Provides ongoing performance and security monitoring
• Patches software and operating system updates instantly
• Also simplifies offboarding, with the ability to lock or reset devices remotely

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You essentially remove all the manual, time-consuming aspects of IT onboarding. So you can focus on the human side: building lasting relationships and making your new teammates feel welcome and valued. 

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Talk to us to automate your IT onboarding process.

Zero-Touch Deployment: How to Set Up & Distribute Employee Devices Efficiently

The time and energy that goes into getting computers and phones out to new employees is significant. And it’s only growing as modern companies become more distributed and remote friendly. 

Every visit to the IT closet—or the Apple website—is a distraction. And for busy IT teams, manually setting up and delivering new devices is a waste of resources. Even worse if you’re relying on line managers or your HR team to arrange all this.

Zero-touch deployment lets you automated these basic but essential IT processes. Devices can be set up, configured, and managed remotely without the need for physical intervention.

In this article, we'll explore how zero-touch deployment can transform your IT infrastructure, boost productivity, and support your business's growth.

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What is Zero-Touch Deployment?

Zero-Touch Deployment (ZTD) is the process of pre-configuring employee devices without any manual effort from your own team. The ideal outcome is an almost fully automated and highly efficient IT onboarding procedure, which works wherever your team members are. 

This process is also known as zero-touch provisioning or automated device enrollment. 

Let’s use Apple as a common example. Apple authorizes certain suppliers to pre-configure computers remotely, without having to handle them. These suppliers are therefore able to deliver to customers quickly, with computers that arrive pre-configured. Note: You won’t find ZTD if you order through Apple.com. This is only available through specific B2B providers.

There are plenty of benefits to zero-touch deployment for almost every business, as we’ll see. But particularly for companies with distributed teams and multiple locations or entities, automating device enrollment is a major asset. You don’t need IT experts in each office to set up computers for new employees—it can be fully automated and managed from anywhere.   

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What does it include? 

The specifics may differ slightly from provider to provider, but zero-touch deployment generally includes:

• Setting up accounts and preparing the device for use
• Maintaining security standards and being able to lock down accounts in seconds (if necessary)
• Retrieving company devices when employees leave, and deleting personal or employee-specific data

This service is typically provided by third parties—you essentially outsource device setup. Strictly speaking, zero-touch deployment doesn’t include sourcing or delivering devices to users. But some providers (like Primo) also help you purchase devices and deliver them to team members. 

This is best done through a software platform which lets you create new user profiles and order your preferred devices in a few seconds. Even better, this software can be integrated with HR or payroll platforms that already have new employee profiles with their home addresses, so delivery is fully automated.

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Advantages of automating device deployment 

Zero-touch deployment has become widespread as office spaces have changed. Today, 64% of companies have hybrid working arrangements, not to mention those with full remote or distributed teams. 

ZTD offers a more efficient way to distribute devices to these team members. Team members may be anywhere, and so may your devices. In this context, choosing a complete IT provider that offers zero-touch deployment as well as purchasing and delivery has several key benefits:

• Ready-to-use devices. Your IT team or office manager doesn’t need to prepare each device before handing them out. Likewise, employees don’t need to figure out how to configure the setup themselves.
  
  
• Fewer human errors. Particularly where you don’t have dedicated IT support, device setup can easily go away. ZTD leaves this work to the experts.
  
  
• Time savings. Devices are sent directly to the users who need them, removing the IT team as a middleman. This is more efficient, but also keeps your IT experts focused on higher-value work. And crucially, if someone is away or unavailable, there’s no bottleneck.
  
  
• Prompt device delivery: An automated process ensures that the correct steps are followed, so that devices arrive on time with the right person. Every time. This is important where you’re dealing with different countries and unique personal circumstances.

• Less technical expertise required: A well-designed zero-touch program doesn’t require an IT team at all. A hiring manager or HR leader can easily order devices and arrange delivery. 

• Better employee onboarding: New hires can choose the hardware they want and have it ready for them when they arrive. They simply turn on the device and their workspace is ready and waiting. This lets them get straight into onboarding tasks, and start getting to know their new team right away.
  
  
• Instant offboarding. ZTD also lets you wipe or reset devices from anywhere, which is helpful when employees leave your organization. You can instantly remove the user-specific data and return the device to its pre-configured state, with your specific software and apps still installed.
  
  
• Lower costs: Lower costs are the natural result of more efficient processes. Delivery costs should be cheaper as they’re taken on by logistics experts, and you also save on the human resources required to set up computers internally. 

• Consistent security: Devices can also be delivered with all the latest security updates and company-mandated programs. You’ll have the right security software right from the initial setup, and can update software on an ongoing basis.
  
  You also remove an extra handover step where things could get lost or stolen. There are fewer devices sitting around the office waiting for their user, and devices go straight back to the distributor when the user leaves or upgrades.

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Possibly the biggest advantage is simply not having to worry about devices during the onboarding process. The setup and delivery processes are taken care of in a few clicks from your IT or HR departments, and the rest runs like clockwork.

Zero-Touch Deployment with Primo

Some specialist services focus entirely on deployment. They’ll source and pre-configure a device, then ensure it arrives with the employee on time. Which is obviously a great start. But we believe that device procurement and deployment is part of a wider IT lens. And ideally, you’d manage everything in one place:

• Device deployment 
• Ongoing monitoring and management
• Employee onboarding and offboarding
• Updates to SaaS tools and software
• Passwords and security

With an all-in-one provider like Primo, you get deployment as part of a broader mobile device management solution. Meaning we don’t just get new devices to team members—we remove virtually all your manual, repetitive IT work. 

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Free deployment

You can buy, ship, and track any device via our platform for free. That includes new devices from Apple, Dell, Lenovo, and more, or refurbished via Backmarket. 

Having all of these suppliers in one place makes sourcing new devices very quick, and lets you easily choose from a range of manufacturers. 

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Fully customized

What really makes a difference is the level of customization and automation you get. Choose the software, tools, and extensions each computer needs to have at the individual or team level. In most companies, engineers and product managers will have vastly different needs from sales or marketing teams, and you can pre-configure these before devices are sent out. 

The key point is, you’re not limited to what’s available off the shelf. You design the software and hardware setups you need from the centralized platform, but you don’t actually have to build the devices up yourself. They arrive ready to go. 

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Integrate your systems

You have your own software ecosystem and tools of choice. So new devices should be connected to these from the start. First, you can connect your HR system—tools like Payfit, Lucca, Personio, or BambooHR. This way, you assign each device to an employee in their official company profile. 

Primo also helps you manage access to Google Suite or Microsoft Office, Slack, Notion, Salesforce, and all the other critical platforms that run your business. Create a new user profile in your HR tool, and they’ll have the access they need based on their team, seniority level, and any other factors you choose during the Primo onboarding. 

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Automate IT onboarding & offboarding

Good Zero-Touch Deployment essentially automates employee onboarding. Your IT team and managers don’t need to manually add new users to each tool—it’s all done in a click. 

And the devices are ready to use, configured to the specifications for each user. 

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Compliant & secure

Finally—but just as crucially—Primo ensures that all disks are encrypted, your systems are compliant (integrating with Vanta & Drata), and identifies malware and ransomware attacks. 

The overall outcome is a complete device management process, tailored specifically to your company and your team. Because while Zero-Touch Deployment is an incredible service—and vital for remote-friendly teams—there’s more to love about complete IT automation and management.

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Make Zero-Touch Deployment part of automated IT management

Device distribution is one of those unglamorous but essential processes that makes your company run. There’s no added value to setting up each employee’s computer one by one. In fact, it costs you time and human resources, and often leads to mistakes or omissions. 

These are the business processes that simply must be automated. And we have the tools and providers to do just that. 

Wherever in the world your people are—and whatever tools and hardware they need—get them up and running without effort. Just as importantly, track their equipment easily, and recall or repair it when required. Again, with zero touch. 

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Learn more about how Primo lets you deploy, track, and optimize your company’s IT stack. That’s vital for remote teams, and important for all companies.