Onboarding Sets the Tone for Customer Relationships
The first weeks of a new managed services contract are the most critical. If done correctly, onboarding serves as a springboard into a mutually beneficial, comfortable and reliable relationship between Managed Services Providers (MSPs) and customers. Customers see they can depend on your team and immediately find value in your services. Over the long run, this relationship will result in greater revenue and higher satisfaction for your customer—and your team.
However, inadequate onboarding creates a terrible first impression, leaving the customer angry or anxious and setting up a relationship lacking trust. You’ll have to work twice as hard to regain this customer’s confidence, which puts a strain on your resources. Poor onboarding practices can easily reduce customer lifetime value and increase churn.