As MSPs, we thrive on the success of effectively handling technical issues of our clients. To do this, it is critical to ensure clear communication with clients right from the start. At IT By Design this starts with our onboarding process, which has become an integral piece to our success as a technology service provider.
Creating a proper onboarding process that aligns with your systems provides comprehensive direction to build a positive foundation for mutual success.
The problem is, onboarding is a tedious task that can very easily become overwhelming. To solve this, our service delivery team put significant effort into creating a streamlined process. Once this process was in place, the results were efficiencies that allow us to increase profitability, drive accountability and ensure a positive first experience with new clients. This consistently leads to long-term successful partnerships.
When creating a strong onboarding process, ask yourself the following questions:
How much time does a typical onboarding take?
What is your cost in billable hours for onboarding?
Do you charge for onboarding?
Is there project plan in your PSA for onboarding?
#1 FIND YOUR TEAM
Identify an implementation team or engineer who will be accountable for onboarding
#2 UNDERSTAND YOUR NEEDS
Create a check list based off your business model identifying each step in the onboard process that must be completed for it to be successful
#3 DRIVE ACCOUNTABILITY
Once all steps in your process are finalized, identify department owners or teams that are responsible for each one
#4 DOCUMENT IT
Formalize a final plan and create documentation on your new onboarding process
#5 COMMUNICATE IT
Communicate with your teams on the new process, provide training and define accountability cross-functionally
#6 AUTOMATE IT
Build a project template in your PSA with individual tickets for each task
#7 MEASURE SUCCESS
Keep measure on KPIs to understand success, and find pivot points
To help you get started, we’re sharing our onboarding process document which you can edit to suit your business model.
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