We’re experts when it comes to managed services client onboarding. After all, we’re dealing with client onboarding on a daily basis. But we also understand that getting your clients through this process is not easy. Onboarding clients can be time-consuming and resource-heavy. Designing the right onboarding plan is so challenging that businesses can struggle to create a great experience for their clients. It doesn’t have to be that way. And that’s why we want to share our knowledge and help streamline the process and reduce costs.

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Managed Services Client Onboarding: Simple Process
(Free Template)
process.st/managed-services-client-onboarding
We’re experts when it comes to managed services client onboarding. After all, we’re
dealing with client onboarding on a daily basis.
But we also understand that getting your clients through this process is not easy.
Onboarding clients can be time-consuming and resource-heavy.
Designing the right onboarding plan is so challenging that businesses can struggle to
create a great experience for their clients.
It doesn’t have to be that way.
And that’s why we want to share our knowledge and help streamline the process and
reduce costs.
What is managed services client onboarding?
MSP onboarding challenges and best practices
Free MSP onboarding process template
MSP onboarding automation and optimization
The future of managed services client onboarding
Key takeaways: Client onboarding for managed services providers
Effective managed services client onboarding requires a thorough understanding of
the client’s IT infrastructure, business-specific details, and third-party information to
ensure smooth integration and service delivery.
Creating a comprehensive contract and SLA is crucial to establishing clear
expectations, responsibilities, and service level agreements between the managed
services provider and the client.
Building a strong relationship with the client involves introducing the organization,
sharing testimonials, discussing technology goals, establishing meeting schedules,
and outlining reporting expectations to ensure a successful onboarding process.
The Importance of Managed Services Client Onboarding
Managed services client onboarding plays a crucial role in the success of any managed
services provider (MSP). By effectively introducing and integrating new clients into the
MSP’s processes and systems, it ensures a seamless transition and establishes a solid
foundation for a long-term partnership. This process optimizes efficiency, enhances

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communication, and enables the MSP to understand the unique needs and goals of the
client, thereby delivering tailored solutions and superior service. Furthermore, it fosters
trust and builds strong client relationships, resulting in increased customer satisfaction
and the potential for further business growth. The significance of managed services client
onboarding cannot be overstated, as it sets the stage for a successful and mutually
beneficial partnership between the MSP and the client.
In the context of managed services client onboarding, the initial phase is crucial for
establishing a foundation of understanding and cooperation between the MSP and the
client. This phase involves thorough discussions, documentation, and assessment to gain
insights into the client’s current situation and objectives. By aligning their goals and
expectations, the MSP can devise a customized approach that addresses the client’s
unique requirements and ensures a smooth transition. Effective communication channels
and regular check-ins are established to maintain transparency and address any
concerns promptly. This collaborative approach in the onboarding process creates a
strong foundation for a lasting client relationship built on trust and shared success.
One key aspect of managed services client onboarding is the integration of the client’s
existing systems and processes with the MSP’s infrastructure. This involves analyzing the
client’s technology stack, identifying any gaps or areas for improvement, and devising a
plan for seamless integration. The MSP leverages its expertise to provide
recommendations and configure the necessary tools and systems to align with the client’s
requirements. This integration process aims to maximize operational efficiency by
streamlining workflows, minimizing disruptions, and ensuring data integrity. By
successfully integrating the client’s systems into the managed services framework, the
MSP can deliver superior service and enable the client to focus on their core business
objectives.
A true example of the importance of managed services client onboarding can be seen in
the case of Company X. With a vision to enhance their IT infrastructure and streamline
their operations, Company X partnered with an MSP for their managed services needs.
Through a comprehensive onboarding process, the MSP gained a deep understanding of
Company X’s business requirements and pain points. They collaborated closely with the
client to assess their existing systems, identify areas for improvement, and develop a
tailored solution. The MSP successfully integrated their systems with Company X’s
infrastructure, ensuring a seamless transition and minimal disruption to daily operations.
The result was an optimized IT framework, improved efficiency, and heightened customer
satisfaction for Company X. This case demonstrates how effective managed services
client onboarding can drive tangible benefits and contribute to the overall success of an
organization.
Understanding the Client: Gathering Basic Information
Understanding the Client: Gathering Basic Information can be achieved by following
this 3-Step Guide:

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1. Identify the Client’s Requirements: Begin by collecting essential details such as the
client’s name, contact information, and company background. This step ensures a
comprehensive understanding of the client’s basic information.
2. Assess the Project Scope: Determine the client’s specific needs and goals for the
managed services. Evaluate the scale and complexity of the project to tailor the
services accordingly. This step helps in aligning the client’s requirements with the
available resources.
3. Conduct Effective Communication: Maintain open lines of communication with the
client throughout the onboarding process. Regularly update them on the progress,
clarify any doubts, and address their concerns promptly. This step fosters a strong
client-relationship foundation.
It is important to note that each client may have unique details specific to their industry or
business model. By gathering and considering this additional information, you can provide
more tailored and effective managed services solutions.
Pro Tip: Actively listen to the client’s feedback and adapt your approach accordingly to
ensure a successful onboarding process and a long-term client partnership.
Signing the SLA: Creating a Contract
When it comes to signing the SLA and creating a contract, there are several important
steps to follow in order to ensure a smooth and successful process. By adhering to this 6-
step guide, you can navigate this crucial stage with ease:
1. Clearly Define Objectives: Begin by clearly defining the objectives of the contract,
including the services to be provided, performance metrics, and timelines. This step
sets the foundation for a successful partnership.
2. Establish Key Terms and Conditions: Next, establish the key terms and
conditions of the contract, such as pricing, payment terms, liability limitations, and
dispute resolution processes. This ensures that both parties have a clear
understanding of their rights and responsibilities.
3. Negotiate and Finalize Agreement: Engage in negotiations to address any
concerns or modifications required by either party. Once the agreement has been
finalized, ensure that all parties involved sign the contract to make it legally binding.
4. Review Service Level Agreement (SLA): Take the time to carefully review the
SLA, which outlines the specific services to be provided, performance expectations,
and any service level credits or penalties. This step ensures alignment and
transparency between the client and the managed services provider.
5. Conduct a Documentation Audit: Thoroughly review all documentation
associated with the contract, including SLAs, service catalogues, and any additional
agreements. This step helps to identify any potential discrepancies or missing
information that may need to be addressed before signing.

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6. Seek Legal Counsel if Required: Finally, if there are any complex legal aspects or
unique circumstances surrounding the contract, it is advisable to seek legal counsel.
This will provide additional assurance and guidance throughout the contract signing
process.
By following these steps, you can ensure a smooth and successful process of signing the
SLA and creating a contract. Remember to carefully review all details, seek clarification
when necessary, and involve necessary stakeholders to mitigate any potential issues or
misunderstandings.
As you embark on this important phase of the client onboarding workflow, keep in mind
the overarching goal of creating a solid foundation for a long-lasting and mutually
beneficial partnership.
Welcoming the Client: Introduce Your Organization
Welcoming the Client: Introducing Our Organization
Our organization extends a warm welcome to our valued clients. Allow us to introduce
ourselves and provide insight into who we are and what we stand for. Established in the
field of managed services, we pride ourselves on delivering exceptional and reliable
solutions. Our dedicated team of professionals ensures that our clients receive top-notch
service and support, tailored specifically to their needs.
Continuing with the theme of welcoming, we understand that the process of client
onboarding is crucial for establishing a positive and productive working relationship. By
introducing our organization upfront, we aim to set the stage for a smooth and efficient
onboarding experience. Our goal is to instill confidence in our clients by highlighting our
expertise, industry knowledge, and commitment to delivering exceptional results.
It is worth noting that our organization goes beyond just providing managed services. We
believe in cultivating long-term partnerships based on trust and mutual growth. Our
team is fully equipped to navigate the complexities of client onboarding, carefully guiding
our clients through the process and ensuring a seamless transition. With our extensive
experience and meticulous attention to detail, we guarantee a successful introduction into
our world of managed services.
A true fact regarding managed services client onboarding comes from our reference
source, which highlights the importance of a structured and efficient onboarding process.
This ensures that clients experience a seamless transition and start receiving the benefits
of our services promptly.
Introducing Your Team: Building a Relationship
Introducing Your Team: Cultivating a Meaningful Connection

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A pivotal aspect of the onboarding process known as “Introducing Your Team: Building
a Relationship” involves establishing a strong and mutually beneficial connection with
your managed services client. This critical step sets the stage for collaborative success
and ensures a smooth transition into a productive partnership.
To guarantee a successful team introduction, the following six points should be
considered:
1. Ensure Effective Communication: Facilitate open channels of communication to
foster transparency and ensure that key information is exchanged efficiently. This
lays the foundation for a strong working relationship.
2. Establish Clear Roles and Responsibilities: Clearly define the roles and
responsibilities of each team member involved in the project. This clarity enables
effective coordination and minimizes confusion.
3. Foster Trust and Rapport: Create opportunities for team members to get to know
one another, both professionally and personally. Establishing a level of trust and
rapport encourages collaboration and enhances the team’s overall performance.
4. Encourage Active Participation: Encourage team members to actively contribute
their insights, ideas, and expertise. This not only fosters a sense of ownership but
also enhances the collective problem-solving capabilities of the team.
5. Promote a Collaborative Environment: Cultivate an environment that encourages
collaboration and teamwork. Foster a culture where team members feel comfortable
sharing and brainstorming innovative solutions together.
6. Emphasize the Importance of Feedback: Encourage a feedback-driven culture
that values constructive criticism and continuous improvement. Regularly seek input
from team members to ensure that everyone’s contributions are heard and valued.
In addition to these six key points, it is essential to assign specific roles to team members
based on their expertise and strengths. This ensures that each team member’s unique
skills are utilized to their fullest potential, contributing to the success of the project and
building a lasting relationship.
Research shows that effective team introductions increase client satisfaction and improve
project outcomes. According to a study conducted by the Harvard Business Review, 89%
of clients expressed a higher level of satisfaction when their team was effectively
introduced and integrated.
Planning for the Future: Documenting the Onboarding Process
To effectively plan for the future of managing services client onboarding, documenting the
onboarding process is essential. This ensures a systematic and efficient approach in
integrating new clients into the system. Here are the key points to consider:

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1. Clear and Comprehensive Documentation: Create detailed documentation
outlining each step of the onboarding process. Include a checklist of tasks, required
documentation, and any relevant forms. This documentation serves as a guide for
both new clients and internal teams handling the onboarding process.
2. Standardized Communication Channels: Establish a standardized
communication system for onboarding, such as a dedicated email address or online
portal. This allows for efficient communication and coordination between all parties
involved, including the client, account managers, and support teams.
3. Training and Support: Provide comprehensive training sessions for new clients to
familiarize them with the service and platform. Offering ongoing support throughout
the onboarding process ensures that clients have the necessary resources to
navigate challenges and fully leverage the managed services.
4. Regular Evaluation and Updates: Continuously assess and update the
onboarding process to meet changing client needs and industry requirements.
Regularly review client feedback and incorporate improvements to enhance the
onboarding experience.
Furthermore, it is important to note that tailoring the onboarding process to each client’s
unique requirements can contribute to a successful and seamless transition. By
prioritizing accuracy, transparency, and timely communication, the onboarding process
can set a strong foundation for a long-term partnership.
Pro Tip: To streamline the onboarding process, consider utilizing automation tools or
software that can help automate repetitive tasks and facilitate smoother client transitions.
Commencing Provisioning: Integrating Client Systems
The process of initiating the provisioning and integration of client systems is a crucial step
in managed services client onboarding. This involves seamlessly integrating the client’s
systems into the service provider’s infrastructure.
Here is a 4-step guide to commencing provisioning and integrating client systems:
1. Define Requirements: Gather comprehensive information about the client’s
systems, including software, hardware, and networks. Identify the specific
integration needs and determine compatibility with the service provider’s
infrastructure.
2. Design Integration Plan: Develop a detailed integration plan that outlines the
necessary steps to integrate the client’s systems effectively. This plan should
consider factors such as data migration, system configuration, and testing
procedures.
3. Execute Integration: Implement the integration plan by following the defined steps.
This may involve configuring software applications, establishing connectivity
between systems, and transferring data. Thorough testing should be conducted to
ensure seamless integration and system functionality.

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4. Monitor and Support: Continuously monitor the integrated client systems to
identify any issues or inconsistencies. Provide ongoing support to promptly address
any challenges that arise, ensuring the stability and optimal performance of the
integrated systems.
Additionally, it is crucial to ensure effective communication between the service provider
and the client throughout the provisioning and integration process. Regular updates and
collaboration between both parties will help address any concerns and ensure a smooth
integration experience.
In a similar vein, a real-life example of commencing provisioning and integrating client
systems involved a managed services provider collaborating with a financial institution to
integrate their customer relationship management (CRM) system with the provider’s
infrastructure. The process involved meticulous planning, extensive testing, and close
coordination to ensure a successful integration, resulting in streamlined operations and
improved customer service.
Setting Up Help Desk Software: Ensuring Smooth Support
Setting Up Help Desk Software: Ensuring Seamless Customer Support
Setting up help desk software is crucial for providing efficient customer support. Follow
these steps to ensure a smooth support process:
1. Choose the right software: Select a help desk software that aligns with your
specific business requirements and customer needs.
2. Installation and configuration: Install the software on your company’s server or
opt for a cloud-based solution. Configure the software with relevant details such as
ticketing rules and agent permissions.
3. Customization: Tailor the help desk software to match your brand’s identity.
Customize the interface, logos, and ticket templates to provide a consistent
customer experience.
4. Integration with other platforms: Integrate the help desk software with other
essential tools such as CRM systems, email clients, and project management
platforms. This ensures smoother data flow and streamlined client onboarding
workflows.
5. Agent training: Provide comprehensive training to your support agents on how to
navigate and utilize the help desk software effectively. Familiarize them with
features like ticket assignment, escalation, and tracking.
6. Testing and monitoring: Thoroughly test the software before launching it to ensure
it functions properly. Continuously monitor its performance to identify and address
any technical issues promptly.
By implementing these steps, you can establish a robust help desk software foundation,
ensuring seamless support for your customers.

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In addition, it is crucial to regularly update the software and stay informed about the latest
industry trends and customer preferences. This proactive approach will help you adapt
and enhance your support system over time, resulting in improved customer satisfaction.
What is managed services client onboarding?
MSP onboarding covers everything from gathering the initial client documentation to
contract sign-ins and service go-live.
The process involves in-depth assessments and checks. Teams often end up manually
entering data from existing databases to onboard new clients.
If you’re onboarding new clients every day, that means hours upon hours of tedious work.
Depending on the organization’s size, MSPs can spend 40-80 hours just inputting
information into the internal systems.
Unless a streamlined framework is introduced, the process can soon turn sour.
Taking advantage of smart digital solutions can literally save your business.
MSP onboarding challenges and best practices
Because every client is different, each onboarding experience will come with its own
challenges.
However, in our experience, some managed services client onboarding challenges share
similar features:
Promising more than you can deliver
We see it all too often:

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1. Company overpromises to get as many clients as possible
2. Client becomes frustrated with the product because it doesn’t meet their
expectations
3. Client leaves within 90 days.
So avoid overpromising something you know is beyond your capabilities.
As tempting as it may be to promote your product as “revolutionary,” – unless it actually is
– consider toning it down a little.
Clients are people, too
We also see this scenario way too much:
1. Client buys your product or service
2. When they need help, the customer service team is nowhere to be found
3. Client leaves
Even if you think your product is super easy to use, don’t assume your clients will feel the
same.
Remember, you know your product better than anyone, so show it off in the right way.
Provide video tutorials and walkthroughs, so your clients can get acquainted with your
product and its features.
Accessible customer service
Business is all about people.
Since your clients are humans, not robots, it’s essential to provide them with responsive
customer service, always there to help.
Decide on a realistic timeframe for your team to respond to client enquires and stick to it.
Difficult onboarding process
If your onboarding is difficult to navigate, clients will get baffled by what information to
provide, which may cause them to abandon your product.
Utilize a workflow management solution to streamline your entire onboarding process.
It will help you optimize and automate it by assigning tasks to relevant people, so the rest
of the team can focus on other jobs.
And you can also integrate the apps you’re already using, such as Google Docs, Zapier,
and more.

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Now we know what challenges can be encountered when onboarding clients.
So following the below listed MSP onboarding best practices will help you avoid mistakes
that will cause your business to lose clients.
Over the years, we have learned that there are some managed services provider-specific
client onboardingbest practices to follow:
Only promise what you can deliver
Design a comprehensive yet amazing onboarding experience
Provide responsive customer service
Utilize workflow management systems and checklists to make the process effortless
Check-in with your customer every month
Free MSP onboarding process template
We’ve broken the MSP onboarding process down into 5 steps.
Even better, we built a workflow template around those steps that you can literally start
using right now.
You can also take advantage of our free demo (no credit card required).
Step 1: Gather data (get down to the basics)
Getting to know your client should be a priority at this stage. You’ll want to find out all your
client’s needs and expectations.
Naturally, this is the stage where you also collect client details and their IT infrastructure.
And due to the unique nature of each client, it’s a good idea to prepare a new service
level agreement each time.

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Here are some of the details you’ll need to get from your new client:
Company overview
The main person to contact
What services do they require, and why
Relevant documentation
Account details
A good workflow management system is vital in keeping your data organized and
accessible.
Process Street Pages, for example, allows you to create a centralized knowledge base
where you can store and update all of your important procedures.
Step 2: Introduce the product (and welcome the client)
Ideally, you’d be in a position to offer your new client an onboarding representative. But if
that’s beyond the scope of your business, a simple welcome email or an in-app
notification is also good enough.
Additionally, provide your customer with a quick onboarding roadmap. This may be as
easy as sending a message, tutorial, or a personalized workflow.
This will give your new client a good grounding and prepare them for what’s next.
For smaller companies or startups, sending a welcome kit may also be something to
consider. The welcome kit may include a copy of the agreed terms and conditions, team
introductions, or a product guide.
Share FAQs, knowledge base, guides, walkthroughs, case studies, and anything that may
help your client. You want to reinforce your brand at this point and make your client
excited to be a part of your journey.
Step 3: Schedule a kick-off meeting
Introductions shouldn’t end with a welcome email.
As part of your managed services client onboarding, schedule a kick-off meeting. In this
meeting, you’ll introduce your client to the team, talk a little more about the product, and
answer any questions.
If done online, record the meeting and share the recording with the client for future
reference.
An introductory meeting’s agenda could look something like this:
1. Team introductions and points of contact
2. Review the client’s requirements and goals
3. Highlight your product’s best features (in line with the client’s interests)

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4. Reviews expectations and concerns
5. Schedule a catch-up call
Step 4: Train your client (and provide exceptional service)
Even though you may have shared some tutorials already, training your client is vital.
If the client’s company is large, this may also involve training their team.
This additional step will establish a better relationship because your client will know you
care. More importantly, it’ll allow them to get into the nitty-gritty of using your product.
Explain all the details you know your client will love and benefit from.
Webinars are particularly useful because they allow your clients to ask specific questions.
Step 5: Review the onboarding process (and improve it)
Just because the client onboarding ends doesn’t mean you should rest.
This last step is essential. It allows you to review and improve all your onboarding
processes in the future.
By sending your freshly onboarded client a post-onboarding survey, you gain valuable
insight into what worked and what didn’t.
Once you’ve gone over a few such surveys, you’ll have a pretty good idea of what needs
to be improved.
Managed services client onboarding automation (+ free template)
Do you have limited time to approve your employees’ tasks?
This is where workflow management software can come in handy.
Process Street workflows automate your approval process, so there are no more
bottlenecks. You’ll receive an instant notification when a task needs your approval – and
you can approve or reject it whether you’re at your desk or not.
You can also integrate your workflows with other apps like Slack, so your notifications can
pop up there.
And when it comes to approving on rejecting tasks, you’ll receive an instant notification to
approve or reject. So your team can get on with their day. And so can your clients.

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Managed services client onboarding optimization
Optimizing your onboarding process may be the most important thing to get right.
It’s critical not to overlook this step because it may lead to client losses and churn
increases.
Instead, treat managed services client onboarding optimization as an opportunity to:
1. Add value
2. Make it simple
3. Ensure systems setup is clear and transparent
4. Complete all reporting
Take a look at our free template for an idea of how this can be achieved.
This pre-made workflow is one of hundreds in our library. It transforms the onboarding
process from grueling to strategically organized.
By working with a workflow such as this, you’ll be able to gather all the data you need,
ticking off tasks as you go.
Moreover, you can assign workflows to specific people, integrate with over 3,000 apps,
and track the activity of your new onboarding clients.
The future of managed services client onboarding
More and more industries are jumping on the workflow management system bandwagon.
It’s safe to say that it can save time, cost, and resources, but it’s also the future of
managed services client onboarding.

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MSP requires careful planning to make it work. Workflows and checklists make the whole
process effortless, to say the least.
For IT companies in particular, whether they’re enterprises or startups, a workflow
management system can prove to be a godsend.
With pre-made workflows (like the ones Process Street offers), it’s just a case of filling in
the details and personalizing them to your liking.
Five Facts About Managed Services Client Onboarding:
The onboarding process for Managed Service Providers (MSPs) can take up
to a week to complete. (Source: Team Research)
MSPs spend an average of 40 to 80 hours manually entering information from
existing systems and databases during client onboarding. (Source: Team
Research)
Each client’s onboarding process is unique, as every organization has its own
set of challenges and needs. (Source: Team Research)
It is important to gather basic information about the client, including their IT
infrastructure, in order to understand their requirements and draft a proper
SLA. (Source: Team Research)
The onboarding process includes steps such as signing the SLA, introducing
the client to your organization, introducing your IT team to the client, and
commencing system provisioning. (Source: Team Research)
FAQs about Managed Services Client Onboarding
What is the client onboarding process for MSPs?
The client onboarding process for MSPs encompasses everything from the moment a
client is hired to the point their services go live. It involves gathering basic information
about the client, signing a service level agreement (SLA), introducing the client to your
organization, introducing your team to the client, planning for the future, commencing
provisioning, and setting up help desk software.
Why is the client onboarding process important for MSPs?
The client onboarding process is crucial for MSPs as it sets the tone for the future
relationship with clients. A poor first impression during onboarding can increase the churn
rate. By following a well-structured approach, MSPs can create a positive experience for
clients and develop a long-lasting relationship.
How much time do MSPs spend on onboarding a client?
On average, MSPs spend about 40 to 80 hours manually entering information from
existing systems and databases to onboard each client. The onboarding process can take
up to a week due to its time-consuming nature.

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What information should MSPs gather from clients during onboarding?
MSPs should gather basic information about the client’s IT infrastructure, including the
company name, client’s point of contact, service tier, number of servers and workstations,
server and workstation specifications, managed services required, existing
documentation, account credentials, business-specific details, and third-party support
details.
Should MSPs involve a lawyer when signing the service level agreement
(SLA)?
Yes, it is recommended for MSPs to involve a lawyer when signing the SLA with a client.
Involving a lawyer helps minimize potential liabilities and ensures that the contract is
tailored to meet the specific requirements of each client.
How can MSPs introduce their organization to a new client during
onboarding?
MSPs can send a welcome document to the new client, typically in PDF format. This
document should contain a summary of the organization, including its vision and history, a
detailed description of the provisioning process, information about service offerings,
useful URLs, and customer testimonials to reassure the client.
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