As an MSP business, it’s important that you strategically bring new customers up to speed on being part of your brand’s service and delivery model. Not doing this is going to cause you a lot of operational static which can result in unsatisfied customers and reduced longevity. Accordingly, you need a clearly defined, consistent, manageable onboarding process.
Essential Onboarding Steps
To get the best results in onboarding, there are a number of different steps worth taking; some will have greater applicability to your MSP operation than others. That said, four distinct steps you should consider include:
1. Milestones and Expectations Establishment
New customers need to know what they’re about to experience. So initially, let them know what they now should expect for you, and give them unique milestones. Different companies have different thresholds, so what level of idiosyncrasy you design into your onboarding process should have some flexibility.
It’s best if you can consolidate milestones, but especially with MSPs, you’re apt to have unique clients; so if you try to force a bunch of round pegs into square holes through a “one-size-fits-all” methodology, it’s probably going to cause operational friction that could have been avoided. Establish clear expectations of service, and determine what sort of milestones are appropriate.
2. Assure Proper Personalization Defines Each Customer’s Experience
Additionally, your MSP business needs to personalize with exceptional consideration. Granted, you’ll end up serving a high level of customers who are in the same industry, but they’ll have different unique needs, and each you serve will likely be at a different level of profit. Some will be corporations, some will be SMBs. Personalization allows you to serve a wider range of customers.
3. Don’t Try to Force The Process–Move at the Pace of Your Customers
Now whoever you serve will necessarily operate at their own pace. Rushing them into something will make them feel like you’re trying to control them. Minimum MSP contracts tend to be a year. If you want to lose customers fast, be insistent, and force them into doing what you want. If you want to keep them over the long-term, be as flexible as you can in working with them during the onboarding process, and moving forward. They’ve got employees who are unfamiliar with what you do. Take it slow.
4. Carefully Accumulate Data During Onboarding and Continuing Forward
As you onboard, collect data to both assist you in more effectively serving new customers going forward and to help you avoid common issues in onboarding as you bring on new diverse customers in the future.
A More Efficient Onboarding Process
When your MSP business carefully accumulates data, doesn’t force customers to move at a pace they’re uncomfortable with, personalizes the process, and establishes milestones in addition to expectations, the onboarding process should be more streamlined.