Importance of Client Onboarding

Client onboarding is one of the most critical stages in the client lifecycle for MSPs. Ensuring a friendly and seamless onboarding experience can set the tone for a strong and long-lasting client relationship.

Best Practice 1: Collect Client Information

• The first step of onboarding should be gathering as much information as possible about the client • A questionnaire is a great way to collect information in a structured manner • It becomes easy to plan and execute and helps understand a client’s environment better

Best Practice 2: Sign the SLA

• An SLA outlines the expectations between the MSP and the client • An SLA must include duties and responsibilities, solutions or penalties in the event of a breach, and protocol for adding or removing metrics

Best Practice 3: Provide a Welcome Kit

Post the SLA, it’s time for a welcome kit. It must include: • Terms of agreement • Working process • FAQs & guides • Team details • Escalation policies and procedures • Marketing collateral

Best Practice 4: Schedule a Kick-off Meeting

The kick-off meeting should include: • Team introduction • Reiteration of expectations  • Q&A session with the client

Best Practice 5: Import Client’s Data

For a proper client data import process, MSPs must: • Assign an expert team member to execute the procedure • Check for information acquired by sales team and the discovery process to set up data import • Use automation for data import to reduce error and increase speed • Use dummy data to test the process

Best Practice 6: Follow Up

Following up is important in avoiding any misunderstanding or misaligned expectations. Therefore: • Conduct periodic reviews to streamline bottlenecks • Highlight concerns if any • Keep it open-ended

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