The 3 Levels of MSP Onboarding

Onboarding is crucial for Managed Service Providers (MSPs), especially when you take on new clients. It sets the tone for your relationship and helps ensure that their needs are met. You might face challenges, such as when clients prefer not to engage fully or when you cannot visit their office.

Understanding these challenges is vital, as it prompts you to rethink how you approach onboarding.

You can break down onboarding into different packages to better suit your clients' needs. This allows you to provide tailored services that can lead to significant benefits without overwhelming either party. With the right strategies and resources, you can create an onboarding experience that is effective and flexible.

The Value of Effective Client Onboarding

Onboarding new clients is critically important for MSPs (Managed Service Providers). It sets the stage for a successful partnership, especially when dealing with clients who may have specific needs or limitations.

Many clients may prefer not to engage in a full suite of services right away. Instead, they may want to start with smaller, more manageable packages. Breaking the onboarding process into different options can make it easier for them to begin working with you.

Basic MSP Onboarding

The first step is to perform basic onboarding. This includes deploying your monitoring agents as soon as possible. Most RMM (Remote Monitoring and Management) and PSA (Professional Services Automation) tools, like Super Ops, can help you with this process. Once agents are deployed, you'll gain visibility into the client’s system.

Creating a simple report showing what's happening in their environment gives you a foundation to build on. This report can include the number of devices connected to the network and any immediate issues that need addressing. Your clients may appreciate having someone they can contact for help without needing a full service right away.

Medium Onboarding

The next step is a medium onboarding approach. This builds upon the basic setup but adds more value. After deploying agents and generating reports, take the time to listen closely to your clients’ concerns. Document their issues so you can resolve them during the onboarding process.

Providing a network audit can also be beneficial. This helps you identify potential vulnerabilities, such as unmanaged personal devices connected to the network. You can leverage additional programs to conduct these audits, ensuring you meet your client's needs more thoroughly.

Customized Solutions

You should consider customizing these packages to fit your business. Each client is different, and their needs may vary. Offering tailored solutions allows you to address their specific requirements while gradually guiding them toward a more comprehensive service.

Difficulties with Onboarding New Clients

Onboarding new clients can be challenging for you, especially when circumstances arise that prevent standard procedures. Some clients prefer not to have you on-site or may only want limited service options. Understanding these challenges is crucial for finding effective solutions.

You can consider breaking the onboarding process into different packages. Here’s a simple approach to categorize your onboarding:

1. Basic Onboarding

   
   

   • Deploy agents right away using your RMM or PSA tools.

   • Collect initial feedback to understand the client’s systems better.

   • Generate a basic report showing the current status of their machines and network.

     
     

2. Medium Onboarding

   
   

   • Include everything in the basic package, plus:

   • Engage with the client to identify specific problems they are facing.

   • Conduct a network audit to discover issues that may not be apparent.

     
     

3. Advanced Onboarding

   
   

   • Build on the medium package by adding comprehensive solutions tailored to the client’s needs.

   • Provide proactive support options and cybersecurity measures if the client is ready for them.

This structured approach lets you adapt to various client situations. You can drive value by meeting clients where they are and gradually introducing them to more advanced services.

Rethinking Onboarding: Modular Packages

Package Concepts

Onboarding is key when working with new clients in the Managed Service Provider (MSP) field. If visiting the client's office is not an option, breaking the onboarding process into different packages is a practical solution. You can develop a basic onboarding package focused on deploying agents to give you visibility into the client’s network.

Start by installing your monitoring software, which will start collecting data and allow you to provide quick support. Next, consider a medium package that includes all the basic steps plus more value. This involves addressing the client's specific concerns shared during your initial conversations.

Take notes on their challenges and ensure you work on resolving those issues during the onboarding process. You could also perform a network audit to assess what devices are connected, which can help identify potential risks.

Client Circumstances and Flexibility

Every client’s situation is different, and you may need to adapt your onboarding approach based on their needs. Some clients might only want minimal support or just a few hours of service at a time. In such cases, a flexible strategy is essential.

Offering modular packages allows clients to choose how much support they require. This can include everything from simple agent deployment to full network evaluations. This method ensures that you cater to various client needs while setting the stage for building a more proactive relationship in the future.

Please remember to adjust your packages as necessary to fit your business model and the unique requirements of each client.

Onboarding Packages Breakdown

Basic Onboarding Process

Your basic onboarding consists of deploying your agents right away. Most of your remote monitoring and management (RMM) tools can handle this. It’s essential to get feedback from these agents so you can see what’s happening in the system.

This visibility is a significant win, as it allows you to respond quickly to any issues that arise. You might find that some clients only need this level of support and prefer to reach out when they have problems.

• Key Steps:

  
  

  • Deploy agents using your RMM tools.

  • Gather data and create a basic report.

  • Provide visibility into the client’s network status.

Medium Onboarding Strategy

For the medium onboarding package, you will still deploy agents and generate reports, but you will also work to identify and resolve client issues. During initial conversations, listen carefully to their concerns.

Document all problems they mention, as this information is valuable for improving their experience.

• Key Steps:

  
  

  • Deploy agents and pull reports.

  • Conduct a network audit to understand what’s on the network.

  • Address any issues discovered during onboarding.

Value Addition during Onboarding

Adding value during the onboarding process is crucial. You want to ensure that the client sees immediate benefits from your services. Use the onboarding time to help them with any specific challenges they are facing.

This approach not only enhances their experience but also builds trust in your services.

• Key Steps:

  
  

  • Identify areas for improvement based on client feedback.

  • Resolve issues as part of the onboarding process.

  • Showcase how your solution meets their needs effectively.

Implementing Onboarding Strategies

Deploying Agents and Initial Feedback

Start your onboarding process by deploying your agents. This is essential for gaining visibility into your client’s systems. Use any RMM or PSA tools you prefer, like SuperOps, Synchro, or ConnectWise.

Once deployed, you will receive immediate feedback, which is crucial. A simple report can reveal the status of machines on the network. This helps you understand their environment without needing to physically visit.

Asset Management and Reporting

Asset management is the next step in the onboarding process. Generate a basic report on the client's systems.

This gives you insights into what devices are connected and alerts you to potential issues. It’s also helpful for clients to see what is happening in their environment. Transparency can guide them toward better service decisions.

Resolving Client Issues

During onboarding, focus on identifying and resolving client issues. Engage with the client and take notes on their concerns. Use these discussions to create an action plan during the onboarding process. Addressing these problems will demonstrate your commitment to their success and build trust.

Network Audit and Security

Consider performing a network audit as part of your third package. Investigate what's connected to the network and identify any vulnerabilities. Use tools like Auvik to assist you. This audit is vital for understanding security risks and ensuring a safe environment for the client.

Tools and Resources for MSPs

Onboarding is a crucial process for Managed Service Providers (MSPs). If you face challenges when trying to onboard clients, consider breaking it down into packages. Here are three options to help you get started:

1. Basic Onboarding

   
   

   • Agent Deployment: Begin by deploying your agents through your RMM (Remote Monitoring and Management) or PSA (Professional Services Automation) tools. This helps you gather essential feedback on the client's systems.

   • Visibility Reports: Generate a simple report detailing what devices are connected and any issues present. This basic setup reassures clients that you can respond quickly to problems.

     
     

2. Medium Onboarding

   
   

   • Expanded Agent Deployment: Continue deploying agents while pulling reports as in the basic onboarding.

   • Problem Identification: During your discussions, take notes on the specific challenges your clients mention. This allows you to address their concerns during the onboarding.

   • Network Audit: Consider performing a network audit to check for unmanaged devices or vulnerabilities in the network. It’s a proactive step that can help you find and fix issues early.

     
     

3. Advanced Onboarding

   
   

   • Combine all previous steps while adding value through additional services tailored to the client’s needs. Take the time to resolve issues and ensure that everything runs smoothly for your client.

Additional Tools and Resources

Utilize platforms like Growth Generator for resources that can enhance your onboarding process. Resources are organized for easy access. Don't hesitate to explore options that include tools for RMM, PSA, and document management.

You can also connect with the community through Discord for shared insights and support. Accessing these tools can streamline your workflow and improve client satisfaction.

Using these strategies can help you create effective onboarding experiences, even when working remotely or under budget constraints.

FAQ

What is onboarding and why is it important?

Onboarding is a crucial step for managed service providers (MSPs) when starting work with a new client. It sets the foundation for your relationship and helps ensure that both you and the client are on the same page.

What if I can't visit the client's office for onboarding?

If visiting the client's office isn't possible, you can adapt your onboarding approach. Consider breaking it into different packages that suit the client's needs, which can include remote support options.

What are the different onboarding packages I can offer?

You can divide onboarding into three levels:

1. Basic Onboarding: Deploy agents and provide a basic report on the network. This allows you to gain visibility into the client's system and address any immediate issues.

2. Medium Onboarding: In addition to basic onboarding, perform a network audit and document any issues the client raises during discussions. This level focuses on solving problems for the client while adding value.

3. Advanced Onboarding: Develop a complete strategy based on the client's unique situation and needs, ensuring you provide comprehensive support.

How do I price my onboarding services?

Pricing can vary greatly depending on your specific services, business focus, and the complexity of the client's needs. Tailor your pricing to ensure it reflects the value you are providing.

What tools should I use during onboarding?

Utilize remote monitoring and management (RMM) tools and professional services automation (PSA) tools to deploy agents and gather reports. These tools streamline the onboarding process and enhance visibility into the client's environment.

Can clients choose to have less than full service during onboarding?

Yes, some clients may prefer to start with a limited service agreement, such as block hours. This is acceptable, especially as you build a relationship and work towards more comprehensive managed services.

Visit Growth Generators blog page to learn more about overcoming sales objections and MSP onboarding.