We’re experts when it comes to managed services client onboarding. After all, we’re dealing with client onboarding on a daily basis.
But we also understand that getting your clients through this process is not easy.
Onboarding clients can be time-consuming and resource-heavy.
Designing the right onboarding plan is so challenging that businesses can struggle to create a great experience for their clients.
It doesn’t have to be that way.
And that’s why we want to share our knowledge and help streamline the process and reduce costs.
Managed services client onboarding plays a crucial role in the success of any managed services provider (MSP). By effectively introducing and integrating new clients into the MSP’s processes and systems, it ensures a seamless transition and establishes a solid foundation for a long-term partnership. This process optimizes efficiency, enhances communication, and enables the MSP to understand the unique needs and goals of the client, thereby delivering tailored solutions and superior service. Furthermore, it fosters trust and builds strong client relationships, resulting in increased customer satisfaction and the potential for further business growth. The significance of managed services client onboarding cannot be overstated, as it sets the stage for a successful and mutually beneficial partnership between the MSP and the client.
In the context of managed services client onboarding, the initial phase is crucial for establishing a foundation of understanding and cooperation between the MSP and the client. This phase involves thorough discussions, documentation, and assessment to gain insights into the client’s current situation and objectives. By aligning their goals and expectations, the MSP can devise a customized approach that addresses the client’s unique requirements and ensures a smooth transition. Effective communication channels and regular check-ins are established to maintain transparency and address any concerns promptly. This collaborative approach in the onboarding process creates a strong foundation for a lasting client relationship built on trust and shared success.
One key aspect of managed services client onboarding is the integration of the client’s existing systems and processes with the MSP’s infrastructure. This involves analyzing the client’s technology stack, identifying any gaps or areas for improvement, and devising a plan for seamless integration. The MSP leverages its expertise to provide recommendations and configure the necessary tools and systems to align with the client’s requirements. This integration process aims to maximize operational efficiency by streamlining workflows, minimizing disruptions, and ensuring data integrity. By successfully integrating the client’s systems into the managed services framework, the MSP can deliver superior service and enable the client to focus on their core business objectives.
A true example of the importance of managed services client onboarding can be seen in the case of Company X. With a vision to enhance their IT infrastructure and streamline their operations, Company X partnered with an MSP for their managed services needs. Through a comprehensive onboarding process, the MSP gained a deep understanding of Company X’s business requirements and pain points. They collaborated closely with the client to assess their existing systems, identify areas for improvement, and develop a tailored solution. The MSP successfully integrated their systems with Company X’s infrastructure, ensuring a seamless transition and minimal disruption to daily operations. The result was an optimized IT framework, improved efficiency, and heightened customer satisfaction for Company X. This case demonstrates how effective managed services client onboarding can drive tangible benefits and contribute to the overall success of an organization.
Understanding the Client: Gathering Basic Information can be achieved by following this 3-Step Guide:
It is important to note that each client may have unique details specific to their industry or business model. By gathering and considering this additional information, you can provide more tailored and effective managed services solutions.
Pro Tip: Actively listen to the client’s feedback and adapt your approach accordingly to ensure a successful onboarding process and a long-term client partnership.
When it comes to signing the SLA and creating a contract, there are several important steps to follow in order to ensure a smooth and successful process. By adhering to this 6-step guide, you can navigate this crucial stage with ease:
By following these steps, you can ensure a smooth and successful process of signing the SLA and creating a contract. Remember to carefully review all details, seek clarification when necessary, and involve necessary stakeholders to mitigate any potential issues or misunderstandings.
As you embark on this important phase of the client onboarding workflow, keep in mind the overarching goal of creating a solid foundation for a long-lasting and mutually beneficial partnership.
Welcoming the Client: Introducing Our Organization
Our organization extends a warm welcome to our valued clients. Allow us to introduce ourselves and provide insight into who we are and what we stand for. Established in the field of managed services, we pride ourselves on delivering exceptional and reliable solutions. Our dedicated team of professionals ensures that our clients receive top-notch service and support, tailored specifically to their needs.
Continuing with the theme of welcoming, we understand that the process of client onboarding is crucial for establishing a positive and productive working relationship. By introducing our organization upfront, we aim to set the stage for a smooth and efficient onboarding experience. Our goal is to instill confidence in our clients by highlighting our expertise, industry knowledge, and commitment to delivering exceptional results.
It is worth noting that our organization goes beyond just providing managed services. We believe in cultivating long-term partnerships based on trust and mutual growth. Our team is fully equipped to navigate the complexities of client onboarding, carefully guiding our clients through the process and ensuring a seamless transition. With our extensive experience and meticulous attention to detail, we guarantee a successful introduction into our world of managed services.
A true fact regarding managed services client onboarding comes from our reference source, which highlights the importance of a structured and efficient onboarding process. This ensures that clients experience a seamless transition and start receiving the benefits of our services promptly.
Introducing Your Team: Cultivating a Meaningful Connection
A pivotal aspect of the onboarding process known as “Introducing Your Team: Building a Relationship” involves establishing a strong and mutually beneficial connection with your managed services client. This critical step sets the stage for collaborative success and ensures a smooth transition into a productive partnership.
To guarantee a successful team introduction, the following six points should be considered:
In addition to these six key points, it is essential to assign specific roles to team members based on their expertise and strengths. This ensures that each team member’s unique skills are utilized to their fullest potential, contributing to the success of the project and building a lasting relationship.
Research shows that effective team introductions increase client satisfaction and improve project outcomes. According to a study conducted by the Harvard Business Review, 89% of clients expressed a higher level of satisfaction when their team was effectively introduced and integrated.
To effectively plan for the future of managing services client onboarding, documenting the onboarding process is essential. This ensures a systematic and efficient approach in integrating new clients into the system. Here are the key points to consider:
Furthermore, it is important to note that tailoring the onboarding process to each client’s unique requirements can contribute to a successful and seamless transition. By prioritizing accuracy, transparency, and timely communication, the onboarding process can set a strong foundation for a long-term partnership.
Pro Tip: To streamline the onboarding process, consider utilizing automation tools or software that can help automate repetitive tasks and facilitate smoother client transitions.
The process of initiating the provisioning and integration of client systems is a crucial step in managed services client onboarding. This involves seamlessly integrating the client’s systems into the service provider’s infrastructure.
Here is a 4-step guide to commencing provisioning and integrating client systems:
Additionally, it is crucial to ensure effective communication between the service provider and the client throughout the provisioning and integration process. Regular updates and collaboration between both parties will help address any concerns and ensure a smooth integration experience.
In a similar vein, a real-life example of commencing provisioning and integrating client systems involved a managed services provider collaborating with a financial institution to integrate their customer relationship management (CRM) system with the provider’s infrastructure. The process involved meticulous planning, extensive testing, and close coordination to ensure a successful integration, resulting in streamlined operations and improved customer service.
Setting Up Help Desk Software: Ensuring Seamless Customer Support
Setting up help desk software is crucial for providing efficient customer support. Follow these steps to ensure a smooth support process:
By implementing these steps, you can establish a robust help desk software foundation, ensuring seamless support for your customers.
In addition, it is crucial to regularly update the software and stay informed about the latest industry trends and customer preferences. This proactive approach will help you adapt and enhance your support system over time, resulting in improved customer satisfaction.
MSP onboarding covers everything from gathering the initial client documentation to contract sign-ins and service go-live.
The process involves in-depth assessments and checks. Teams often end up manually entering data from existing databases to onboard new clients.
If you’re onboarding new clients every day, that means hours upon hours of tedious work.
Depending on the organization’s size, MSPs can spend 40-80 hours just inputting information into the internal systems.
Unless a streamlined framework is introduced, the process can soon turn sour.
Taking advantage of smart digital solutions can literally save your business.
Because every client is different, each onboarding experience will come with its own challenges.
However, in our experience, some managed services client onboarding challenges share similar features:
We see it all too often:
So avoid overpromising something you know is beyond your capabilities.
As tempting as it may be to promote your product as “revolutionary,” – unless it actually is – consider toning it down a little.
We also see this scenario way too much:
Even if you think your product is super easy to use, don’t assume your clients will feel the same.
Remember, you know your product better than anyone, so show it off in the right way.
Provide video tutorials and walkthroughs, so your clients can get acquainted with your product and its features.
Business is all about people.
Since your clients are humans, not robots, it’s essential to provide them with responsive customer service, always there to help.
Decide on a realistic timeframe for your team to respond to client enquires and stick to it.
If your onboarding is difficult to navigate, clients will get baffled by what information to provide, which may cause them to abandon your product.
Utilize a workflow management solution to streamline your entire onboarding process.
It will help you optimize and automate it by assigning tasks to relevant people, so the rest of the team can focus on other jobs.
And you can also integrate the apps you’re already using, such as Google Docs, Zapier, and more.
Now we know what challenges can be encountered when onboarding clients.
So following the below listed MSP onboarding best practices will help you avoid mistakes that will cause your business to lose clients.
Over the years, we have learned that there are some managed services provider-specific client onboardingbest practices to follow:
We’ve broken the MSP onboarding process down into 5 steps.
Even better, we built a workflow template around those steps that you can literally start using right now.
You can also take advantage of our free demo (no credit card required).
Getting to know your client should be a priority at this stage. You’ll want to find out all your client’s needs and expectations.
Naturally, this is the stage where you also collect client details and their IT infrastructure.
And due to the unique nature of each client, it’s a good idea to prepare a new service level agreement each time.
Here are some of the details you’ll need to get from your new client:
A good workflow management system is vital in keeping your data organized and accessible.
Process Street Pages, for example, allows you to create a centralized knowledge base where you can store and update all of your important procedures.
Ideally, you’d be in a position to offer your new client an onboarding representative. But if that’s beyond the scope of your business, a simple welcome email or an in-app notification is also good enough.
Additionally, provide your customer with a quick onboarding roadmap. This may be as easy as sending a message, tutorial, or a personalized workflow.
This will give your new client a good grounding and prepare them for what’s next.
For smaller companies or startups, sending a welcome kit may also be something to consider. The welcome kit may include a copy of the agreed terms and conditions, team introductions, or a product guide.
Share FAQs, knowledge base, guides, walkthroughs, case studies, and anything that may help your client. You want to reinforce your brand at this point and make your client excited to be a part of your journey.
Introductions shouldn’t end with a welcome email.
As part of your managed services client onboarding, schedule a kick-off meeting. In this meeting, you’ll introduce your client to the team, talk a little more about the product, and answer any questions.
If done online, record the meeting and share the recording with the client for future reference.
An introductory meeting’s agenda could look something like this:
Even though you may have shared some tutorials already, training your client is vital.
If the client’s company is large, this may also involve training their team.
This additional step will establish a better relationship because your client will know you care. More importantly, it’ll allow them to get into the nitty-gritty of using your product. Explain all the details you know your client will love and benefit from.
Webinars are particularly useful because they allow your clients to ask specific questions.
Just because the client onboarding ends doesn’t mean you should rest.
This last step is essential. It allows you to review and improve all your onboarding processes in the future.
By sending your freshly onboarded client a post-onboarding survey, you gain valuable insight into what worked and what didn’t.
Once you’ve gone over a few such surveys, you’ll have a pretty good idea of what needs to be improved.
Do you have limited time to approve your employees’ tasks?
This is where workflow management software can come in handy.
Process Street workflows automate your approval process, so there are no more bottlenecks. You’ll receive an instant notification when a task needs your approval – and you can approve or reject it whether you’re at your desk or not.
You can also integrate your workflows with other apps like Slack, so your notifications can pop up there.
And when it comes to approving on rejecting tasks, you’ll receive an instant notification to approve or reject. So your team can get on with their day. And so can your clients.
Optimizing your onboarding process may be the most important thing to get right.
It’s critical not to overlook this step because it may lead to client losses and churn increases.
Instead, treat managed services client onboarding optimization as an opportunity to:
Take a look at our free template for an idea of how this can be achieved.
This pre-made workflow is one of hundreds in our library. It transforms the onboarding process from grueling to strategically organized.
By working with a workflow such as this, you’ll be able to gather all the data you need, ticking off tasks as you go.
Moreover, you can assign workflows to specific people, integrate with over 3,000 apps, and track the activity of your new onboarding clients.
More and more industries are jumping on the workflow management system bandwagon.
It’s safe to say that it can save time, cost, and resources, but it’s also the future of managed services client onboarding.
MSP requires careful planning to make it work. Workflows and checklists make the whole process effortless, to say the least.
For IT companies in particular, whether they’re enterprises or startups, a workflow management system can prove to be a godsend.
With pre-made workflows (like the ones Process Street offers), it’s just a case of filling in the details and personalizing them to your liking.
The client onboarding process for MSPs encompasses everything from the moment a client is hired to the point their services go live. It involves gathering basic information about the client, signing a service level agreement (SLA), introducing the client to your organization, introducing your team to the client, planning for the future, commencing provisioning, and setting up help desk software.
The client onboarding process is crucial for MSPs as it sets the tone for the future relationship with clients. A poor first impression during onboarding can increase the churn rate. By following a well-structured approach, MSPs can create a positive experience for clients and develop a long-lasting relationship.
On average, MSPs spend about 40 to 80 hours manually entering information from existing systems and databases to onboard each client. The onboarding process can take up to a week due to its time-consuming nature.
MSPs should gather basic information about the client’s IT infrastructure, including the company name, client’s point of contact, service tier, number of servers and workstations, server and workstation specifications, managed services required, existing documentation, account credentials, business-specific details, and third-party support details.
Yes, it is recommended for MSPs to involve a lawyer when signing the SLA with a client. Involving a lawyer helps minimize potential liabilities and ensures that the contract is tailored to meet the specific requirements of each client.
MSPs can send a welcome document to the new client, typically in PDF format. This document should contain a summary of the organization, including its vision and history, a detailed description of the provisioning process, information about service offerings, useful URLs, and customer testimonials to reassure the client.