ENTREPRENEURIAL TOOLBOX
Rise Above The Rest :
The Right ( And Wrong ) Way To Onboard Customers For Maximum Margins And Efficiency
BY PAUL CISSEL
As an M & A Expert in Residence with TMT and a senior advisor with Service Leadership , Paul Cissel is the CEO of Growth Caddie . He has founded three IT solution providers and worked with numerous best-in-class MSPs . What the top performers have in common is the “ MSP Pyramid of Excellence ”— building blocks that accelerate the value of their business . Here is a look at the Onboarding layer and how it can drive efficiency and profitability .
Imagine a dynamic onboarding process that not only transforms your customers into enthusiastic fans but elevates your techs to the status of real-life heroes . It ’ s a gamechanger , bringing a surge of operational efficiencies that will bolster your service gross margins without causing a ripple of disruption among your existing customers . What ’ s more , it paves the way for your account managers to seize success by the horns .
With an exceptional onboarding process , you can :
• Slash initial ticket volume to a minimum ;
• Proactively establish configurations and documentation , ready to tackle incidents before they rear their heads ;
• Turn your agreements into profit generators from Day 1 ; and
• Set your account managers up for success from Day 1 . How Do The Top Performers Do It ?
What separates the top performers from the dime-adozen MSPs are process and a focus on margins . And it ’ s not just a simple checklist for what things need to be installed for a new client and then hoping you make money . Top-performing MSPs have extremely detailed and documented systems in their PSA tool that they follow . They are also militant about setting
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