Client Onboarding Best Practices

IT Services | June 26, 2019

Do you fear the onboarding process when switching over to a managed service provider for IT services? It sounds like a daunting task, but we’ve perfected the client onboarding process from start to finish. Here’s everything you need to know to create a smooth transition for your new managed IT clients. 

The Big Picture  

Typically, the onboarding process should take 4 – 6 weeks from the introduction to the full onboarding of services at the client site. During that time, it’s important to follow a very specific project plan that is tailored to each client’s needs and environment.   

What Happens First?  

During the first week of onboarding, you need to start collecting the necessary documentation from the client side (e.g., network Visios, administrative passwords, customer escalation procedure, authorized user lists, and vendor escalation forms amongst other information.) All of this should roll out when you’ve met with the client to go over procedures and goals.  

Next Steps  

Within the initial 3 – 4 weeks, conduct the proper training for the client’s staff; going over all internal methods and means of communication to resolve issues. Establishing a point of contact and the process of submitting requests is a must to eliminate any lag time in the onboarding process. 

Managed IT Client Onboarding Overview  

Week 1 

It all begins with introductions, then the necessary information is shared securely between you and the client. If it’s applicable, the client should also provide notice to their current provider so the transition process can begin. 

Week 2  

Remote agents should deploy across all devices on the client’s network. 

Week 3-4  

Conduct training(s) for all client staff members. These training(s) include an introduction, the services you provide and, most importantly, a detailed explanation of how to open tickets.   

Week 3-5  

Perform an on-site audit of your network and equipment. 

Week 5-6 

Wrap up the process by completing documentation using the information gathered during the client onboarding. 

Onboarding Managed IT Clients  

We hope this blog gave you a general overview of how an onboarding process should go for a managed IT client. Remember, staying organized and keeping a line of communication open with your clients are the foundational components for smooth client onboarding. 

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