Managed IT Service Providers (MSPs) serve as a trusted counsel to their clients when it comes to managing their technology and helping them operate more efficiently. If you want your clients to look to you for business guidance, it only makes sense that your own business needs to operate efficiently and flawlessly. Here are six MSP processes you should automate to ensure clients are delighted and budgets and deadlines are met.
1. Opportunity Tracking
A survey from the National Sales Executives Association shows that 10% of sales are closed on the fourth contact, while 80% of sales are made on the fifth to twelfth contact!
Too often we think an opportunity is dead and give up before the prospect is ready to make a decision. With an opportunity tracking process, you can track each sales opportunity and automate reminders and email followups until the opportunity is won or lost. You will stay top of mind and no deals will be left in limbo.
2. Referral Handling
While most MSPs leverage a mix of traditional and inbound marketing strategies and tactics, their owners will tell you that the bulk of new business comes from word of mouth. When a business is thinking about handing over the keys to one of their most mission-critical business functions, they turn to colleagues they trust for an opinion. With an automated referral handling process, you ensure your referring client receives proper appreciation and that your prospect gets the white glove sales treatment.
3. Network Audits
The network audit is your opportunity to prove to your prospect that you are IT experts. Whether you charge for your audits or you offer it as a freebie to get your foot in the door, the audit is what makes or breaks the managed services contract. Even if you have the smartest and most experienced technicians on your team, if you leave out critical elements of initial network documentation or forget to account for the prospect's line of business applications, you'll be left looking unprepared. No prospect will trust an MSP that drops the ball with their first impression.
4. Client Onboarding
You won the client's business, but now what? Often, a new client has been using internal IT support and is new to outsourcing. They don't know what to expect, so this is your perfect opportunity to tell them and welcome them with style. Send a gift to the client and a welcome letter signed by the CEO. Introduce the client to the key people they will be interacting with on a daily basis (support team, dispatch manager, account manager, etc.). Add the client to your email lists and client mailing lists. These are just a few tasks that you can automate that will help your new client feel welcome and reassured that they made the right decision with outsourcing their IT to you.
5. Quarterly Business Reviews (QBRs)
Most MSPs offer some type of Quarterly Business Review to their clients. This should be an opportunity to provide business insight to your client, but often ends up being a confusing technical discussion. Also, as you and your team get bogged down with day-to-day issues, you may forget to schedule your QBRs in the first place. An automated process will ensure that these meetings are scheduled in advance and that you have a detailed checklist of items you need to address that are specifically related to your client during the meeting.
6. Employee Onboarding (and Termination)
A new systems engineer needs more tools and training than the average new hire. An automated employee onboarding process will ensure their equipment is ready, that they have accounts in your PSA software and email system, and that they have proper access control in your facility. This process should also include an abundance of tasks for things like background checks, drug tests, training and benefits enrollment.
On the flip side, if an employee leaves your MSP, their credentials and access control need to be revoked as soon as possible to ensure your clients' data remains uncompromised.
These are just a few processes you should automate in your MSP. What other processes would you add to this list? We'd love to see your suggestions in the comments.