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Nailing your MSP onboarding can be challenging, especially when your clients require minimal downtime. For managed service providers, onboarding should be made efficient by having clear steps in place to avoid any delays. The right MSP onboarding checklist is the perfect solution to such problems.
This blog post breaks down what you need for an MSP onboarding checklist and takes you through must-have features and tips for keeping communication flowing with your clients. By the end of the article, you’ll have a game plan for how to create a flawless onboarding process that sets your clients up for success.
What is the MSP onboarding process?
The MSP (managed service provider) onboarding process is how you bring new clients on board and get them up to speed with your processes or products. It’s a step-by-step plan for sharing important information, setting clear expectations, and helping customers understand your business.
Without proper onboarding, you could face miscommunication or delays down the line. A solid onboarding process sets your team up for success from day one, so you can build long-lasting relationships with your clients.
What are the benefits of an MSP onboarding checklist?
An MSP onboarding checklist comes with some great perks that can make your processes more efficient, including:
Better organization: An MSP onboarding checklist ensures nothing slips through the cracks during the onboarding process. With a clear checklist, you can easily track what’s done and what still needs your attention.
Improved consistency: A standardized approach cuts down on errors and miscommunications, giving your clients a better experience. This is especially helpful when you’re working with multiple clients.
Clear expectations: By outlining what’s needed from both sides, you start to build a foundation of trust from the get-go. And let’s be honest—it saves you time and reduces stress, letting you focus on what matters: building those important relationships.
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Setting up your MSP onboarding checklist
Getting your onboarding process right is key to building a successful relationship with your clients. It helps ensure everyone’s on the same page and expectations are clear. A solid onboarding process minimizes delays and keeps clients happy.
In the following sections, we walk through some important steps—like using an onboarding questionnaire, putting together a welcome pack, and more—that will help you streamline the process and keep your clients in the loop from day one.
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Start with an MSP onboarding questionnaire
Sending a questionnaire to clients at the start of the onboarding process is crucial for MSPs. It helps you gather valuable insights early on. By asking the right questions, you can uncover answers about the client's preferences and business needs. As a result, you can tailor your service offering, resulting in a personalized client experience.
For example, a good questionnaire can clarify what services the client requires—whether it’s backup solutions or cloud storage. It also allows you to see if they have any existing systems in place already, saving you time and making sure you don’t over-resource them.
Here’s what to include in your questionnaire to get the most out of your onboarding process:
Company name: Start with the basics—knowing the client’s name helps keep everything personalized.
Representative’s name: Identify the main point of contact. This makes communication easier and lets you address any problems quickly.
Service tier: Confirm the level of service they’ve chosen so you can tailor your strategy accordingly.
Quantities and cost of servers: Understanding how many servers they have, and their costs, gives you a look into their infrastructure.
Quantities and cost of workstations: Similar to servers, knowing the number and cost of workstations helps you assess their current work set-up and makes it easier to allocate resources.
Managed services required: Get specifics on what services they need, such as Cloud Storage, Help Desk support, Hardware Procurement, Systems Security, Systems Management, and System Monitoring.
Existing documentation: Ask for any existing documentation they have. This can save you time and help you understand their current setup.
Current setup questionnaire: Ask questions or send a separate questionnaire about their current setup to gather additional information if necessary.
Server and workstation specifications: Collect detailed specs for their servers and workstations to ensure compatibility with your services.
Client role definitions and permissions: Gathering information on who does what within the client’s organization is key to setting up appropriate access and permissions.
Business-specific details: Include specifics like working hours for each location and any computers that shouldn’t restart during business hours to minimize disruptions.
Details regarding third-party support: Gather information about any third-party support for line-of-business applications, hardware warranties, and ISP accounts to manage their IT systems properly.
Key elements to include in your MSP welcome pack
Sending a client welcome pack is a great way to kick things off. It makes a great first impression and helps set clear expectations from the start. A well-crafted welcome pack gives the client a glimpse of what working with you will be like. Try to create a visually appealing welcome pack using graphic design that reflects your branding just as much as the KPIs do.
Here are some key elements to include:
Case studies: Show off your past successes to give clients confidence in your services and show them what they can expect. Don’t forget to include testimonials to build trust.
Summary of targets and goals: Include a recap of the targets and goals agreed upon during the initial brief to keep everyone aligned.
Project timelines: Clearly outline the project timelines so clients know what to expect and when. This helps manage expectations from the beginning and keeps the project on track.
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Contact information: Provide a list of key contacts on your team, along with their roles and how clients can reach them. This makes it easy for clients to get in touch with the right person when they need assistance.
Company swag: Include some fun company swag to show off your personality. It helps clients feel more connected to your brand.
Schedule a kick-off meeting with your client
Scheduling a client kick-off meeting is an important step in getting your project off to a great start. It’s a great opportunity to align your goals and get everyone on the same page. This meeting is all about building a solid foundation and making sure both sides know what to expect moving forward. It’s a chance to address any concerns and set the tone for how you’ll work together.
Here’s what you should aim to do during this session:
Address any questions or concerns: This is the perfect time to tackle any questions or concerns about the project. Being transparent helps minimize any anxieties the client may have about moving the project forward.
Confirm expectations: Check and confirm your KPIs and goals to avoid miscommunication later. Ensure that everyone understands what success looks like for that project.
Roles and responsibilities: Make introductions and clearly outline who’s responsible for what on your team. This way, the client gets the full picture and knows who to reach out to if any issues pop up. This prevents confusion and keeps things moving.
Set a communication plan: Talk about how you’ll communicate effectively throughout the project. Will it be through email, chat, or a specific tool like Teamwork.com? Schedule regular check-ins to keep everyone in the loop and engaged.
Check out how OIC Advisors improved their IT workflows with Teamwork.com
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Import and sync client data
Importing and syncing client data is a key step in getting your project rolling. This process makes sure all the important info is in one place, which helps your team collaborate more effectively.
Here’s how to set your team up for success and impress your client:
Gather all the necessary data from the client: This means having a chat about what information you need—like files, documents, or specific databases. A checklist of what you need will minimize overwhelm.
Connect the client’s systems to the chosen software: Integrate the client’s existing apps or databases. Just make sure to chat about what’s needed upfront to minimize downtime.
Sync client’s data: When it comes to syncing, the goal is to make sure data flows smoothly between the client’s systems and yours. You can set up automated sync schedules or stick with manual updates, depending on what the client prefers. With Teamwork.com, you can sync important information from your projects to any other tool and get status updates, keeping everyone in the loop.
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Set up an RMM tool for your clients
Setting up an RMM (remote monitoring and management) tool is key for providing IT support. RMM allows you to monitor and manage client systems remotely, making everything run smoothly without needing to be on-site.
Here are the steps to get your RMM up and running:
Choose the right RMM tool: Pick an RMM tool that fits your client’s needs and your business model.
Install RMM agents: These agents are like the backbone of the RMM, making it easy to monitor and manage everything remotely.
Configure settings: Tweak the settings based on the client’s needs. This might be setting up alert thresholds, updating policies, and customizing the dashboard.
Test functionality: Run tests to ensure the RMM is working correctly. Check that all systems are set up correctly and alerts are switched on.
Train your team: Make sure your team understands how to use the RMM tool. This includes knowing how to address alerts and manage issues remotely.
Go live: Once everything is set up and tested, take the project live and start monitoring the client’s systems.
What should be covered in the RMM checklist for your MSP clients?
Creating a comprehensive RMM checklist for clients helps ensure nothing gets overlooked.
Here are the key areas to include in your checklist:
First things first, make sure the RMM agents are installed on all the client’s devices. Double-check each agent is set-up with the RMM console. You want everything connected and ready to roll.
Next up, make sure the RMM tool fits nicely with the client’s existing software. Checking compatibility helps you dodge any integration problems later on.
Now, it’s time for some testing! Run checks to see if the alerts are set up correctly. Make sure your team knows how to handle different types of alerts so they can jump in when problems arise. The last thing you want is confusion when an alert goes off.
Don’t forget about security. Make sure antivirus software is up and running on all devices. Keep it regularly updated and monitor it to spot any potential threats. Staying proactive here is the key to keeping everything private and safe.
Once you’ve got everything set up and tested, it’s time to take the project live. Share your planned go-live date with the client and make sure it works with their schedule.
What are your next steps after MSP onboarding?
Once you’ve completed the onboarding process, focus on regular client communication and ongoing support. Set up a routine for keeping an eye on issues and optimizing workflows, schedule regular check-ins to review performance and tackle any concerns, and do an overall review of the RMM setup and your client’s satisfaction. This way, you stay up to date with what they need and can make necessary changes as you go along.
Why is Teamwork.com ideal for MSP onboarding?
Teamwork.com is a total game-changer for MSPs onboarding new clients. The platform’s features are intuitive, helping you keep everything organized—from assigning tasks to tracking timelines effortlessly. You can even set project milestones to keep everyone motivated and on track. When it comes to complex projects it can be difficult to visualize the big picture, but Teamwork.com makes it seem effortless.
Teamwork.com’s collaboration features are a real standout, making it easy to communicate with your team and clients through comments and updates. This way, everyone stays in the loop and on the same page. Plus, with built-in time tracking, you can see how much time is spent on tasks, which is great for monitoring project progress and resource allocation.
But wait, there’s more!
Teamwork.com integrates easily with loads of other tools, so syncing data and maintaining your workflows is a breeze. You can pull in files from Google Drive or keep track of emails through integrations.
See how Teamwork.com transformed YMtech’s communication & collaboration:
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MSP onboarding checklist FAQs
Who is responsible for completing the MSP onboarding checklist?
The responsibility for completing the MSP onboarding checklist typically falls on the onboarding team, which may include IT managers and consultants. Don’t forget that talking to the client is key to getting all the information you need. In the end, everyone involved in the project should know their role in the process.
How often should the MSP onboarding checklist be updated?
The MSP onboarding checklist should be reviewed and updated regularly, especially when there are changes in services, tools, or client needs. It’s a good idea to refresh it at least annually or quarterly. Keeping it up to date ensures a smooth onboarding experience for every new client.
More resources for IT service providers and MSP's:
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