1. Gather basic information about the client:
Gathering basic information about a potential client is one of the first steps to onboarding them as an MSP. This should include contact information such as full name, company name, email address, phone number, and physical address. It should also include details about their current IT setup such as a list of current systems and software, the hardware used, any security measures in place, and their preferred communication method.
2. Sign the SLA:
After gathering basic information about the client, signing a service-level agreement (SLA) should be one of the next steps. An SLA is an important document that outlines the terms of service between an MSP and their customer. It should include details such as the services provided by the MSP, response times for support requests, and expectations around payments or other fees associated with engaging an MSP.
3. Introduce the client to your organization with a warm welcome:
Making clients feel welcome is essential to successful long-term relationships with them. This could involve providing a short presentation about your organization, introducing them to team members, or inviting them to a company event.
4. Introduce your team to the client:
Once the client has been introduced to the organization as a whole, they should also be introduced to individual team members who will be handling their accounts. This could include providing an introduction of each person’s role in helping the client achieve their goals and any additional information that would help build trust between both parties.
5. Plan for the future:
After getting acquainted with each other, it's important for MSPs and clients to plan for the future of their relationship. This could involve discussing upcoming projects or potential IT changes that may need to take place over time. Having this conversation early on can help both parties stay on the same page.
6. Commence provisioning:
Once the client has been introduced to your team and future plans have been discussed, it's time for MSPs to begin provisioning services. This could involve setting up systems for remote monitoring and management, deploying new software or hardware, or configuring security measures.
7. Set up help desk software:
Help desk software is a must-have tool for MSPs when onboarding clients. This type of platform enables MSPs to provide technical support quickly and efficiently by tracking customer inquiries in one place and allowing multiple users to access tickets simultaneously.
8. Conduct training:
Having thorough training protocols in place is essential when onboarding new clients. This should include detailed instructions on how to use the MSP's services, as well as best practices and safety tips for using technology safely.
9. Ready. Set. Go live:
Once all steps of the onboarding process have been completed, it's time to go live with services. During this phase, it's important to ensure that all systems are running smoothly and that users have access to the necessary tools and resources they need.
10. Follow up:
The final step of the MSP onboarding checklist is following up with clients after going live with services. This could involve checking in periodically to see how things are going or offering additional training if needed. By staying in contact with clients, MSPs can help ensure their satisfaction and increase the likelihood of a long-term relationship.