MSP Onboarding Checklist & Best Practices

Outsourcing IT services to a managed service provider (MSP) is a key decision that impacts many aspects of a company's business operations. MSPs can ensure that partnering with new clients will be mutually beneficial by following an MSP onboarding checklist that establishes a strong, positive, and manageable MSP-client relationship from the start.

The initial onboarding period tends to be the most important part of the relationship; it has the potential to be very disruptive for customer operations and sets the tone for the rest of the contract. It’s normal to see a spike in service requests in the initial month(s), which normalizes over time.

Following a structured onboarding checklist and implementing best practices ensures the smoothest possible transition for your clients and sets up both parties for a fruitful and long-lasting partnership.

Must-Include Elements in Your MSP Onboarding Checklist

The MSP client onboarding process refers to the actions MSPs take to establish a successful business relationship with a new client. Research from Flowla indicates that nearly 60% of the organizations surveyed (primarily SaaS companies) have high-touch client onboarding processes that take more than one month. Each MSP will approach the onboarding process a bit differently. However, a solid client onboarding checklist will include some of the following steps:

1. Client Needs Assessment

An MSP must have a deep understanding of the client’s current and future requirements. Information regarding the client's existing IT infrastructure, the software they use, and any issues or pain points they are currently facing must be established. The client's goals should be taken into account too, including their plans for future growth.

Many MSPs will use an onboarding questionnaire to gather as much information as possible in addition to face-to-face meetings. Using a customer relationship management platform allows you to create a survey using a pre-made (built-in) form.

2. Identify Current Issues or Pain Points

Pinpointing difficulties clients currently face either with another MSP or with IT issues is a vital step in determining which services they require. One of the most common pain points businesses face is poor communication between their workers and IT technicians. Problems with ticketing, being passed from person to person, or not connecting with the right person are issues that reduce productivity and cause bottlenecks.

MSPs have a growing number of solutions to address pain points like communication breakdowns. For example, integrating Thread solves ticketing and communication issues by facilitating direct communication through the chat software businesses already use. This allows technicians to meet their clients where they are and streamlines the troubleshooting process.

3. Write Up a Service Level Agreement (SLA)

The next part of your MSP client onboarding checklist will be to draft a proposal and then a formal Service Level Agreement that outlines the services and solutions the MSP will provide. The associated costs must also be discussed. When the proposal is accepted, you can make a formal deal with the client.

4. Assign Team Members

Assigning each task to the right person ensures the onboarding process flows efficiently and effectively. Key people include the following:

• Project manager: The project manager is responsible for the onboarding process from beginning to end. Responsibilities include coordinating the team, following the project management timeline, and ensuring project objectives are met.
• Technical lead: The technical lead is in charge of the technical aspects of the onboarding process. This may include installing or configuring hardware or software, testing systems and services, and providing technical support to the client. They may also install remote monitoring and management (RMM) software on the client's servers and establish remote access for the technical team.
• Account manager: The account manager maintains continuous communication with each client and ensures that their needs are being met. 
• Training coordinator: Developing and delivering necessary training is vital for successful onboarding. Training must be tailored specifically to the client's needs.

During this process, it’s also essential that the client understands who does what and who to contact in different circumstances.

5. Implementation

When everything is in place, your team can start implementing the agreed-upon services. This will involve embedding your client’s network infrastructure with your MSP system. From here, you can set up a framework to offer managed services and monitor your client’s network.

Implementing RMM is especially important at this stage. This will involve:

• Setting up RMM software on your client’s workstations, mobile devices, and servers.
• Ensuring the RMM framework works smoothly with the client’s existing backup systems and antivirus software.
• Testing to ensure everything works without glitches.

6. Testing and Validation

Following the initial implementation of MSP services, conduct a comprehensive testing process to verify that everything is functioning as expected. This includes running diagnostics, performing security scans, and validating performance metrics. By thoroughly testing the system, you can ensure that your client's needs are being met and that the services are operating effectively.

7. Training and Support

Your MSP services are only useful if your client understands how to use them to their full advantage. Your training coordinator will be in charge of explaining how to use the new IT systems and services and providing ongoing training as needed.

8. Launch Services

The moment is finally here. When you and the client are satisfied with the system setup, you can go live with the services. Explain to the client that the contract terms are now fully applicable as all of your services have been rolled out according to the agreement.

9. Perform Check-Ins

After the onboarding process is complete, it's crucial to continue nurturing your relationship with the new client. Regularly review the client's experience to identify any concerns or areas for improvement.

Conduct monthly process reviews during the initial months of the contract to gather feedback on the transition to your services. This allows you to address any issues promptly and ensure the client's satisfaction.

Consider using questionnaires or live calls to gather feedback from the client. Active listening and addressing their concerns will strengthen your relationship and demonstrate your commitment to providing excellent service.

Prioritize smooth communication with your clients as they’re bound to have questions and concerns in the first days and weeks. Consider integrating Thread with TimeZest to effortlessly schedule meetings and make the first days and weeks as smooth as possible for your client.

MSP Onboarding Best Practices

The onboarding process offers an MSP an unrivaled opportunity to build the foundation for a long and successful MSP-client relationship. Onboarding allows you to work closely with your new client, establish exactly what they require, iron out any technical issues, and manage their expectations.

Ultimately, onboarding a client doesn't only involve technical setup; it also involves understanding the client’s needs, building relationships, and setting up robust, transparent, and clear communication channels. Nailing the onboarding process can positively impact client satisfaction and retention.

Pre-Onboarding Best Practices

The initial client meeting is the perfect place to start setting expectations with your new client. This will require careful planning and a flawless sales-to-service handover.

Prepare Meticulously

For the MSP, the onboarding process begins as you transition from your sales team to your service delivery team. At this point, communication is key. Share all relevant information about the client, their expectations, contractual details, and sales discussions with your service team. It's imperative that the service delivery team understands what has been promised to the client so the service and client expectations are aligned from the outset.

Make a Good First Impression

A successful onboarding process begins with a strong first impression. During this initial interaction, it's essential to establish trust and rapport with the client. Discuss the onboarding timeline in detail, outlining the key steps involved and setting clear expectations. This will help ensure a smooth transition and set the stage for a positive client relationship.

Implementation Phase Best Practices

When the MSP fully understands the client's infrastructure and needs, it can implement the necessary changes or upgrades. You may need to optimize systems for improved performance, enhance security measures, or put systems in place to ensure reliable operations. All of these aspects must be tailored to each client's needs.

Software and Tools Deployment

Implementing robust management and security tools is a crucial aspect of the onboarding process. This includes establishing backup and disaster recovery solutions to safeguard the client's infrastructure from potential threats and failures. Ensure the client's operations remain uninterrupted and protected by prioritizing security and resilience measures.

User Setup

Create user accounts and configure access controls to ensure full access to the new MSP services. Establish an easy-to-use communication channel for the new service, ideally one like Thread that meets users where they are (such as in Microsoft Teams or Slack) to stabilize services seamlessly during onboarding.

Training

Providing comprehensive training will facilitate a smoother transition and enable employees to effectively utilize the services provided. By investing in training, you're empowering your client's team and contributing to their overall success.

Post-Onboarding Best Practices

You may think that the onboarding process ends when the client is up and running. Nothing could be further from the truth. The MSP's onboarding process only finishes when the client is retained and is willing to give a positive customer reference.

Regular Check-Ins and Reporting

Establish routines for regular meetings and reports. This maintains transparency and ensures issues are addressed promptly. Check-ins are also an opportunity to discuss service performance, client concerns, and continuous realignment with client goals.

Continuous Improvement

Use the feedback you gather during check-in sessions to identify areas for improvement. Adjusting your services to meet your client's changing needs is vital to maintaining a high level of satisfaction and shows your willingness to adapt. A proactive service culture will be appreciated by your clients and contribute to higher customer retention.

Keep Up a Healthy Relationship

Don't be afraid to inject the human touch into your business relationship. Prioritize regular and open communication, celebrate successes, and be responsive to client needs in order to nurture a positive and productive working partnership.

Exceed Your Clients' Expectations

According to Deloitte’s 2022 Global Outsourcing Survey, transparency is the most important quality businesses look for in their service provider, followed by trustworthiness. This is noteworthy, as it shows companies put honesty above the level of services rendered.

While offering excellent service and meeting the conditions agreed on in your SLA are essential for the long-term success of any MSP, being open with your clients is the number one way to keep them satisfied. Keep an open line of communication and be honest about challenges or setbacks you’re facing to exceed your customers’ expectations, even during tough periods.

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Set the Foundations for Success with MSP Onboarding

A well-executed MSP onboarding process is crucial for building strong client relationships and ensuring long-term success. Following this checklist streamlines the onboarding process, minimizes disruptions, and delivers exceptional value to your clients.

Remember to prioritize effective communication, set clear expectations, and provide ongoing support throughout the onboarding process. Investing in a smooth onboarding experience ultimately sets a foundation for a successful and enduring partnership with your clients.