Managed Service Providers, or MSPs, tend to onboard clients in different ways. Building trust and rapport are big factors here, so ensure your onboarding practices are efficient and effective.
To help the process along, we’ve created an MSP onboarding checklist to make sure you don’t miss any opportunities. Having a complete onboarding framework to work with is a huge help for MSPs. It streamlines the process and ensures nothing gets overlooked.
Every step of the onboarding process helps you get to know your client better. Use this knowledge to its fullest. Take the chance to upsell relevant services, like access control, based on your deeper understanding of their problems.
Our MSP checklist makes the onboarding process simple and easy to follow. It encourages you to take every opportunity to impress your clients and boost your earnings.
Checklist for MSP Onboarding
1. Get to know your client
Every client is different. Before signing, sit down with your potential clients to learn more about their business and what they’re looking for from an MSP.
Providing a templated questionnaire before the meeting will be more productive and guide the conversation in the right direction. This will ensure all important information is observed and help prevent unpleasant surprises.
Be bold and bring up possible issues during your initial conversation. Security is often of the utmost importance for most businesses. Your potential clients will appreciate your additional considerations, for instance, deploying a comprehensive access control solution like Kisi. This will show them you want to go the extra mile and care about their safety.
Completing this step will allow you to plan effectively and start off on the right foot with your new client.
2. Execute a quality network assessment
The quality network assessment is the second box you should tick off the MSP onboarding checklist. This is crucial in the sales period, as it allows for a good understanding of the customer’s network and operation.
Understanding the environment the client operates in is necessary to be aware of in case there is a disruption in the onboarding process. An additional questionnaire about your client’s current infrastructure will help get the full picture of what you’ll be working with before any official agreements.
3. Create your contract
Getting to know your client is a necessary step for creating your Service Level Agreement (SLA) or Managed Services Contract. Because each of your clients will inevitably have different needs, it is important to have a unique contract for each. It’s best to leave this task to a legal professional.
Signing your SLA is not a reason to stop your access control upselling efforts. An SLA isn’t a static document. It’s supposed to be updated and reviewed regularly with new information. You can revisit your SLA any time your clients add a new service.
4. Send a welcome booklet
Provide your client with a nice booklet about your company, including your services and contact information.
You got your foot through the door. Now it’s time to up your upsell game. Remember to add promo materials about the complementary services you offer. Most companies can enhance their access control system with systems like Kisi. If you don’t already partner with us, follow this link.
You can also include a brief description of what your client can expect at the beginning of the onboarding process, like future communications you’ll be sending in the coming days. Avoid throwing too much info at your client at once. This booklet should act as a way to introduce the client to your business and potential opportunities without overwhelming them.
Consider adding useful reading material or links like relevant blog posts and customer testimonials. These additions to your welcome booklet can further educate your clients and reassure them that working with you is the right choice.
5. Select a project manager and introduce your team
Dedicate a strong project manager as your client’s point of contact to streamline communication. Your client will know who to turn to if they have any queries about the process. The project manager will also be able to let the client know of any disruptions while ensuring the onboarding process—and the project in general—is running smoothly.
Introduce your client to the project manager and any team members who will be working closely with them. This will help everyone feel comfortable around one another and pave the way for clear communication throughout the project. You might do this through a brief digital or in-person team meeting.
6. Create a plan to go live
When planning to go live with the services, creating a plan and a chart of all the necessary tasks is beneficial. An excel spreadsheet laying out each step of the plan will allow you and your client to see the full picture. Clear communication with the customer is vital in this phase, as you’ll need their approval on the plan.
This might take a while, as your plan may not get approved in one shot. You might have to go back to the drawing board and look for an alternative. Creating the plan should give you a clear image of what you might be overlooking. Consider if an additional service, like access control is the missing piece.
Pay extra attention to building a solid foundation since the client can’t rush into something they are not completely happy with. Expectations also come into play here—figure out and communicate what both parties should look forward to.
7. Build an onboarding roadmap and task scheduling
For MSP onboarding best practices, setting out a roadmap is critical. You need to identify a plan and lay it out clearly to see what you need to accomplish for the process to be successful.
Having followed the MSP client onboarding checklist so far, you should have no problem laying out each step your team will need to perform for a successful launch. Once you have a complete task list, take the next step and set up a task schedule.
This full breakdown of tasks will boost efficiency, allowing you to delegate tasks effectively among your team. Additionally, sharing this roadmap and schedule with your client will ensure you’re both on the same page throughout the project.
Is access control already part of the roadmap? It’s a great place to start any client onboarding, considering the security benefits it will bring.
8. Communicate and set expectations
Communication is the foundation of all projects. It’s key to success and critical in the onboarding process. Establishing a relationship that is built on trust will make your customers feel valued. Update them constantly on the process and inform them exactly what you expect of them.
Setting clear expectations reduces the potential for conflict and increases your chance of success. Keep this in mind before the process has even begun. Your clients should always be comfortable asking for further clarification and support.
Don’t be afraid to share your concerns. Tell them they need additional services. Getting cloud-based access control, for instance, can be essential in their business operation and security.
Your clients know you by now and can distinguish that you’re trying to help and not just sell. It might not be the right time or fit their current budget, but they will appreciate the honesty and the willingness to help. Being satisfied with your service, they’ll reach out to you instead of the competitors when they’re ready for the upsell.
9. Load remote monitoring agent and install antivirus
Although it may sound obvious, MSP onboarding software is an easily overlooked component. Examples include your remote monitoring and management (RMM) agent and antivirus. These will work in harmony to ensure your computers are working efficiently and without any threats to the system.
The antivirus, in particular, protects the computers and should not be forgotten. Test your monitoring and alerts to ensure everything is working properly.
10. Train your client’s employees
The next step in the MSP client onboarding is setting up a meeting with your client’s extended team. This step is crucial in building a relationship with the people you’re going to be working with. Make them feel supported through the transition to the new technology you’re introducing.
The training effort and intensity will mainly depend on the solution. User-friendly and intuitive solutions like Kisi will require almost zero onboarding efforts on your part.
Provide your client with contact info for relevant people on your team, such as IT support, and share what they can expect from that communication. Equip your client’s employees with all necessary training materials on the new infrastructure. Hosting a webinar is one of the most effective ways to do so.
Your training efforts will be minimal, with partners like Kisi willing to go the extra mile and provide all the material to ensure successful onboarding. Kisi even does exclusive reseller webinars to empower partners to close more deals and ensure maximum client retention.
11. Use correct metrics
Using the correct metrics is an important part of your MSP onboarding checklist. Gather the data neatly so you can share it with your clients at critical points in the relationship, such as business review meetings. The numbers will show how you are improving your customer’s business, allowing them to evaluate your services more efficiently.
It’s a good idea to perform regular check-ins with your client, especially at first. Show them you’re willing to stay on top of any problems that arise and will do what it takes for a fruitful business relationship.
Frequently ask your client and their team for feedback through the first few months to ensure you’ve addressed all issues.
Analyze the data to figure out potential improvements and offer additional services accordingly.
12. Document all relevant information
Documenting the relevant information is vital throughout the whole MSP onboarding process. The more relevant information you gather, the better prepared you are. Your first-call resolution will be more accurate and effective if you have documented as much information as possible.
Improve your MSP client onboarding by upselling access control
Checking each item from our MSP client onboarding checklist enables smooth sailing. The start of the business relationship is often vital since it sets the pace, expectations, and future success.
Always aim to go one step further, and don’t be afraid to ask questions. Your clients will appreciate your curiosity, flexibility, and willingness to help. Use the onboarding process to see the bigger picture while meeting your clients and their needs. Assist them by offering additional services to improve their business in the long run.
Security is crucial for any company. Enhanced security starts at the door. Contact us to add seamless cloud-based access control to your repertoire.