How to add a customer
Within Customer Management, you can easily add all your customers and effortlessly add their users and contacts. To add a new customer, please navigate to customer management, click the plus icon (+) next to the search bar to start adding a new customer.
Step-by-Step Guide
1. Add VAT:
Enter your customer's VAT number.
Click Next.
2. Add Customer Details:
Fill in essential details:
Company Name: Enter the official name of your customer’s company.
Phone Details: Provide a primary contact number.
Address: Enter the complete company address.
Industry: Select the industry your customer belongs to from the provided list.
Click Next.
3. Add Contacts:
Now you will be prompted to add contacts for your customer's organization (What are contact roles?)
Selecting contacts depends entirely on your organizations relationship with customer you are adding:
Clearly Defining Your Relationship:
Clearly understanding your relationship type with your customer directly influences how you choose contacts. Below are two types of reseller-customer relationships explained thoroughly:
Reseller:
Your customer knows about Arxus' involvement.
Your customer directly owns and uses a Microsoft tenant, has portal access, manages resources, and can interact directly with Arxus and the Arxus Portal
Your customer can directly log tickets in ServiceNow, and Arxus may directly contact your customer.
Contacts should be from either your company or your customer's organization based on who is directly responsible for specific roles. This you decided on your own terms with your customer.
Value Add Partner:
Your customer is not aware of Arxus' existence; you fully manage the Microsoft tenant transparently.
Your customer has no direct access to Arxus resources or the Arxus portal.
Your customer only interacts directly with your organization.
Arxus communicates exclusively with you regarding this customer.
Select the Technical Contact
Select the Technical Contact
Handles administrative and technical responsibilities. This person is the liaison for technical and security matters, addressing service disruptions, and receiving important IT updates or alerts.
Must have portal access, ServiceNow permissions, and a valid phone number.
If you are a Reseller, you can select someone from your organization or someone from your customer’s, depending on who manages the technical administration (this has been decided by you and your customers independently of Arxus).
If you are a Value-Add Partner: Must always be someone from your own organization.
Select the Commercial Contact:
Select the Commercial Contact:
Handles business communications, including new offers, and coordinating commercial engagements. Approves commercial (CSP) contracts
Legally agrees to terms and conditions set by Arxus and Microsoft.
Essential for Legal Liability and Tenant Ownership.
Must have signing authority and a valid phone number.
Strongly recommended: Regardless of if you are a Reseller or a Value-Add Partner try to always select this contact from your customer’s organization, ensuring they have explicit authority to legally accept terms, making them the official tenant owner.
If you select your own contact instead, you must have clearly documented and signed agreements explicitly transferring liability to your customer. Without this documentation, your organization assumes all legal liability.
Important: Never use an email ending with @cronos.be to create a commercial account due to Microsoft policies. Use an alternative domain.
Select the Data Protection Officer (DPO) Contact:
Select the Data Protection Officer (DPO) Contact:
Officially notified of data breaches and privacy issues; Oversees data privacy and compliance with regulations like GDPR and acts as the point of contact for all privacy-related matters.
Reseller: Select from either your or the customer's organization, depending on who manages privacy incidents.
Value Add Partner: Always your own organization.
Select the Watch List Contact:
Select the Watch List Contact:
Receives copies of all e-mail communications related to ServiceDesk tickets. Can be a distribution list.
Reseller: Selection depends on who handles follow-ups.
Value Add Partner: Always your own contacts.
Select the Security Incident Contact:
Select the Security Incident Contact:
Specifically receives critical security notifications from Secwise Security Operations Center (SOC).
Reseller: Typically select your customer's security team unless otherwise explicitly agreed.
Value Add Partner: Always your own organization's security contact.
After adding or creating all contacts, click Next.
4. Review and Confirm:
Carefully review all entered information.
Click Confirm if everything is correct.
Your customer registration request is now successfully submitted. Once approved, the customer will appear in your Customer Management table, allowing easy management and additional actions as needed.
Choosing the Right Contacts – Why It Matters
Role | ||
Technical Contact | Can be from your org or customer’s | Must be from your organization |
Commercial Contact | Preferably from the customer | Must be from your organization — with written approval from customer |
DPO Contact | Can be from your org or customer’s | Must be from your organization |
Watch List Contact | Pick based on who handles incidents | Must be from your organization |
Security Incident Contact (for Secwise Watch users) | Preferably from customer | Must be from your organization |
Get Help
If you need more help, contact your Customer Success Manager, reach out to our Service Desk support, or type your question in the chat to our support team. They will be ready to assist you.