A Comprehensive Guide to Client Management
The Ultimate Checklist for MSPs
Managing clients as a Managed Service Provider (MSP) or Integrator is a complex but rewarding endeavor. This guide will help you stay ahead and in check.
Managing clients as a Managed Service Provider (MSP) is a complex but rewarding endeavor. It requires a delicate balance of technical expertise, business acumen, and relationship management. A well-structured checklist is not just helpful it's essential. It provides a roadmap for streamlining processes, ensuring consistent service delivery, and fostering long-term client partnerships. This comprehensive guide, delves into the intricacies of client management for MSPs, incorporating best practices, industry insights, and leveraging powerful tools and brands like Cisco, Meraki, Peplink, Acronis, Microsoft, and GFI.
I. Pre-Sales & Onboarding
The client journey begins long before the contract is signed. A robust pre-sales and onboarding process sets the stage for a successful and mutually beneficial relationship.
Needs Assessment & Discovery:
Understand the Client's Business: Go beyond the technical requirements. Understand their industry, business model, strategic goals, pain points, and growth trajectory, being brand agnostic is important to truly build a relationship and provide the right product for the client.
Identify Key Stakeholders: Know who the decision-makers, influencers, and day-to-day contacts are. Establish clear lines of communication, talking to the wrong person might be wasteful both for you and the customer, identify who makes decisions, who purchases and who pays and create procedures and contacts based on that information.
Conduct a Comprehensive IT Assessment: Evaluate their current infrastructure (hardware, software, network, security), identify vulnerabilities, and document existing processes. Tools like network scanners and vulnerability assessment software can be invaluable here. This can be done both free, payment against credit if going ahead with the recommendations or fee for the time spent, all 3 options are industry standards and acceptable.
Define Success: What does the client consider a successful IT partnership? Establish measurable goals and KPIs upfront. If solving a problem is the highest priority, proof yourself to be worthy and schedule a follow up meeting.
Competitive Analysis: Understand the client's current IT providers (if any) and identify areas where your services can offer a distinct advantage. Specifically if they're going through some issues, such as communication, time to respond, limited resources etc. Sometimes it's not the MSP issue, but the limited client communication or not understanding the importance of an SLA. Make sure that what you promise you can achieve and achieve on time. Reputation is the most important factor and long term.
B. Proposal & Contract:
Develop a Tailored Proposal: Don't use a generic templates. Craft a proposal that directly addresses the client's specific needs and outlines the proposed solutions. Make sure that if you are using a template, such as this one, use it as a base and build on it, take a few hours of your day to be personal and direct.
Service Level Agreement (SLA) Definition: Clearly define the scope of services, response times, uptime guarantees, escalation procedures, and other key performance indicators. Use clear, concise language to avoid misunderstandings. Don't over promise, it's better to be truthful and grounded than over promise and under deliver. Keeping a client is more cost effective than getting a new one.
Pricing & Payment Terms: Be transparent about pricing models (fixed fee, per-user, tiered, etc.) and payment schedules. Do not hide or try to be cheeky with pricing, it will eventually come back for discussion.
Contract Negotiation & Signing: Ensure both parties understand and agree to the terms of the contract before signing. While handshakes and verbal agreements (gentlemen's agreement) are something we deem as a done deal, make sure everything is in writing, clear, signed and filed.
C. Onboarding Process:
Project Kickoff Meeting: Gather key stakeholders from both sides to review the project plan, timelines, and communication protocols. If it's just taking over an existing built company, make sure to survey everything so no one gets into surprises down the line.
IT Infrastructure Documentation: Thoroughly document the client's IT environment, including hardware inventory, software licenses, network diagrams, and security configurations. It's a good idea to draw the network layout even if it's a sketch to better understand how everything is wired especially when some racks look like a lady and the tramp spaghetti plate.
System Access & Credentials: Securely manage and document all necessary system access credentials. Implement a robust password management solution and setup a schedule to keep everything updated and changed frequently especially if the company is going through a few too many handovers.
Software & Hardware Deployment: Install and configure any necessary software and hardware, ensuring compatibility and proper functionality. To simplify this you can use software like Acronis which does a complete inventory list of installed applications and be able to update it remotely.
User Training: Provide training to the client's staff on new systems, software, and security protocols. Do not oversee this part even if it sounds non important. Knowledge gets you half way there to solve any problems, the more the employees are aware the less likely things go wrong. Even if they are "not IT people" help them understand the basics. Help them so they help you.
Communication Setup: Establish preferred communication channels (email, phone, ticketing system, client portal) and train the client on how to use them.
Go-Live & Initial Support: Provide dedicated support during the initial go-live period to address any teething issues. Be with them not remote, spend a couple of days especially in the beginning on-site, they will familiars with you and you with them.
II. Ongoing Service Delivery
Once the client is onboard, the focus shifts to delivering consistent, high quality service and proactively managing their IT environment.
A. Proactive Monitoring & Maintenance:
Remote Monitoring & Management (RMM): Utilize RMM tools to proactively monitor client systems for performance issues, security threats, and potential failures. Brands like ConnectWise, Datto, and Kaseya offer a great RMM solutions, there are also free open-source products to get you started, but we do recommend to invest in these products as they pay off over time.
Patch Management: Implement a centralized patch management system to ensure all client systems are up-to-date with the latest security patches and software updates. GFI and Acronis offer patch management solutions that integrate well with RMM platforms. Make sure that software you choose talk to each other to avoid silos, it's also important to have centralized monitoring of all your clients to be more efficient.
B. Security Management:
Antivirus & Malware Protection: Deploy and manage antivirus and anti-malware solutions, products like Acronis offer an all in one MSP line which can facilitate these deployments.
Firewall Management: Configure and maintain firewalls to protect client networks from unauthorized access. Kerio and Meraki offer a wide range of firewall solutions. Keep in mind the clients requirements such as site to site vpns, work from home employees and other very important information, this will effect the license requirements on such products which can be a price shock if not planned properly (especially since these licenses are yearly)
Intrusion Detection/Prevention: Implement intrusion detection and prevention systems to identify and block malicious network activity.
Vulnerability Scanning: Regularly scan client systems for vulnerabilities and address them promptly. This is normal to offload to 3rd parties if you do not have the resources or capabilities, be honest with the client, explain why it's better to get a cyber company involved. If you wish to remain a single point of contact, partner up with another company and make sure to provide monthly reports of the findings from your partners. Make sure to have clear NDAs and protection of information.
Security Awareness Training: Educate client staff on cybersecurity best practices, including phishing awareness, password security, and social engineering.
C. Backup & Disaster Recovery:
Regular Backups: Implement a backup and recovery solution to protect client data. Acronis is a leading provider of backup and disaster recovery software
Backup Testing & Validation: Regularly test backups to ensure they can be restored successfully.
Disaster Recovery Plan: Develop and maintain a comprehensive disaster recovery plan to ensure business continuity in the event of a major outage. Test it a few times a year to make sure the plan is still correct and all systems are in check.
D. Network Management:
Network Monitoring: Monitor network performance and identify any bottlenecks or connectivity issues. Peplink offers solutions for optimized network connectivity and bandwidth management. With local network monitoring, keep updated with any vulnerabilities, keep software updated and to the latest stable builds.
Wi-Fi Management: Manage and optimize client Wi-Fi networks for performance and security. Meraki is known for its cloud-managed Wi-Fi solutions.
Network Documentation: Maintain accurate and up-to-date documentation of client network infrastructure.
E. Help Desk & Support:
Ticketing System: Use a ticketing system to track and manage client support requests. This ensures accountability and efficient issue resolution.
Service Level Agreements (SLAs): Adhere to defined SLAs for response times and resolution times.
Remote Support: Utilize remote support tools to quickly diagnose and resolve client issues.
On-Site Support: Provide on-site support when remote resolution is not possible. If the client isn't within driving distance, partner with a local MSP to expand your reach and be able to help your customer in a timely manner. Collaboration might be scary but it will help you scale while you are small, and it will you help you retain reputation.
Knowledge Base: Develop and maintain a knowledge base of common issues and solutions to empower both your support team and your clients.
F. Client Communication & Reporting:
Regular Communication: Maintain regular communication with clients, providing updates on system performance, security incidents, and any planned maintenance.
Performance Reports: Generate regular reports on key performance indicators (KPIs) to demonstrate the value of your services.
Client Reviews: Conduct regular client reviews to discuss their satisfaction with the services provided and identify any areas for improvement.
III. Client Relationship Management
Client management is not just about fixing technical issues; it's about building strong, long-lasting relationships.
Proactive Communication: Don't just wait for clients to contact you. Proactively communicate with them about industry trends, security threats, and potential improvements to their IT infrastructure.
Value-Added Services: Offer value-added services, such as strategic IT consulting, cloud migration assistance, or cybersecurity assessments.
Client Feedback & Satisfaction: Regularly solicit feedback from clients to gauge their satisfaction and identify areas where you can improve your services. Use client satisfaction surveys and feedback forms.
Relationship Building: Build personal relationships with key stakeholders. Attend industry events and networking opportunities with your clients.
Contract Renewals: Proactively manage contract renewals, ensuring a smooth and seamless transition.
IV. Internal Operations & Best Practices
Effective client management requires strong internal operations and adherence to best practices.
Team Management & Training: Invest in your team's training and development to ensure they have the skills and knowledge to effectively manage client IT environments.
Documentation & Knowledge Management: Maintain accurate and up-to-date documentation of all client systems, processes, and interactions. Implement a robust knowledge management system for efficient knowledge sharing.
Process Automation: Automate repetitive tasks and processes to improve efficiency and reduce human error.
Security Best Practices (Internal): Adhere to strict security best practices within your own organization to protect client data.
Continuous Improvement: Regularly review and improve your client management processes to ensure you are providing the best possible service.
V. List of technologies
Numerous tools can help MSPs manage their clients more effectively.
RMM Software (e.g., ConnectWise, Datto, Kaseya): Essential for proactive monitoring, patch management, software deployment, remote support, and asset tracking. Choose a platform that integrates well with other tools in your ecosystem. Consider features like automation, reporting, and scalability.
PSA (Professional Services Automation) Software (e.g., ConnectWise Manage, Autotask PSA, HaloPSA): Manages ticketing, time tracking, billing, contracts, and client communication. A good PSA streamlines operations and improves efficiency. Integration with your RMM is critical.
Ticketing System (Integrated with PSA): Centralizes support requests, automates ticket routing, tracks resolution times, and provides reporting on support performance.
Network Monitoring Tools (e.g., PRTG, SolarWinds, Datadog): Provides in-depth monitoring of network devices (routers, switches, firewalls) and network traffic, helping to identify and resolve network issues proactively.
Security Information and Event Management (SIEM) Systems (e.g., IBM QRadar, Splunk, Acronis Cybersecurity): Collect and analyze security logs from various sources to detect and respond to security threats. Essential for proactive security management.
Backup and Disaster Recovery Software (e.g., Acronis, Veeam, Datto): Automates backups, facilitates quick recovery, and ensures business continuity for clients.
Vulnerability Scanning Tools (e.g., Nessus, Qualys, OpenVAS): Regularly scan client systems for vulnerabilities and provide reports for remediation.
Password Management Solutions (e.g., LastPass, 1Password, Bitwarden): Securely store and manage client passwords and access credentials. Crucial for security and compliance.
Documentation Tools (e.g., IT Glue, Hudu, ConnectWise Automate): Centralize client documentation, including IT infrastructure details, processes, and contact information. A well-maintained knowledge base is invaluable.
Communication & Collaboration Tools (e.g., Microsoft Teams, Slack, Zoom): Facilitate communication and collaboration with clients and within your team.
CRM (Customer Relationship Management) Software (e.g., Fuse, Salesforce, HubSpot, Zoho CRM): Manage client relationships, track sales opportunities, and improve client communication.
Endpoint Management Software (e.g., Microsoft Intune, Kaseya VSA, Automox): Manage and secure client endpoints (desktops, laptops, mobile devices), including software deployment, patch management, and security policies.
VI. Scaling Your MSP Business
As your client base grows, you need to implement strategies and processes to scale your operations efficiently.
Standardized Processes & Procedures: Document and implement standardized processes for all key tasks, from onboarding to support to client communication. This ensures consistency and scalability.
Automation: Automate repetitive tasks and processes wherever possible. This frees up your team to focus on higher-value activities. Leverage scripting and automation tools within your RMM and PSA platforms.
Team Specialization: As your team grows, consider specializing roles (e.g., network engineers, security specialists, help desk technicians). This allows team members to develop expertise in specific areas.
Knowledge Management: Implement a robust knowledge management system to capture and share knowledge within your team. This reduces reliance on individual team members and improves efficiency.
Client Segmentation: Segment your client base based on size, industry, or complexity. This allows you to tailor your services and communication to the specific needs of each segment.
Continuous Improvement: Regularly review your processes and identify areas for improvement. Solicit feedback from your team and your clients.
Metrics & Reporting: Track key metrics, such as client satisfaction, ticket resolution times, and profitability. Use this data to identify areas for improvement and measure the success of your initiatives.
Sales & Marketing: Develop a strong sales and marketing strategy to attract new clients. Focus on building relationships and demonstrating the value of your services.
Financial Management: Implement sound financial management practices, including accurate billing, expense tracking, and revenue forecasting.
Legal & Compliance: Ensure compliance with all relevant regulations and laws. Consult with legal counsel as needed.
VII. Cybersecurity
Cybersecurity is not just a technical issue; it's a business imperative. MSPs must prioritize cybersecurity both for their own business and for their clients.
Security Assessments: Conduct regular security assessments of client systems and networks to identify vulnerabilities.
Security Awareness Training: Provide regular security awareness training to client staff to educate them about phishing, malware, and other cyber threats.
Incident Response Plan: Develop and maintain a comprehensive incident response plan to guide your actions in the event of a security breach.
Multi-Factor Authentication (MFA): Implement MFA for all client systems and accounts.
Data Encryption: Encrypt sensitive data both in transit and at rest.
Vulnerability Management: Implement a robust vulnerability management program to identify and remediate vulnerabilities promptly.
Security Information and Event Management (SIEM): Use a SIEM system to monitor security logs and detect suspicious activity.
Zero Trust Security: Consider implementing a Zero Trust security model to enhance security.
Regular Security Audits: Conduct regular security audits to ensure your security measures are effective.
VIII. The Human Element
Your team is your greatest asset. Investing in your team's development and well-being is essential for success.
Hiring & Onboarding: Develop a robust hiring process to attract and retain top talent. Provide thorough onboarding for new team members.
Training & Development: Invest in ongoing training and development to ensure your team has the skills and knowledge to stay ahead of the curve.
Team Culture: Foster a positive and supportive team culture.
Employee Recognition: Recognize and reward employee contributions.
Work-Life Balance: Promote a healthy work-life balance for your team.
This expanded checklist provides a more detailed roadmap for managing clients effectively and building a successful MSP business. Remember that this is a living document and should be adapted to the specific needs of your business. Continuously review and refine your processes to ensure you are providing the best possible service to your clients.
