3:52Key Takeaways
A Smooth Onboarding Experience Builds Client Confidence From the Start.
A well-organized transition helps clients feel comfortable and reassured that important details will not be missed.
Thorough Documentation Prevents Important Details From Falling Through the Cracks.
Capturing licenses, systems, and services helps ensure continuity during the transition.
Clients Get Faster, More Informed Support After Onboarding.
With the right information already documented, clients spend less time explaining their environment when they need help.
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Why onboarding and documentation decide the client experience
I am Eve, the project manager for Klik. I live with my husband and my five-year-old daughter, and I also have a very big dog. I love what I do, and in my free time I am probably doing more IT things, because I am usually helping family members with questions or fixing computers. When I am not doing that I am usually cooking or cleaning — all the fun things.
It is going to be five years in February since I have been here. It feels like a lifetime, but in a good way. When I started I was just desk support. From there I moved up to help desk manager as the company grew, and from there I worked my way up to working with Dave and his team. From there I went to being a project manager, which I have been doing almost two years at this point.
The better put together it is, the more comforting it is to the client to know that things are going to go well and nothing is going to get missed.
Evelina Fishman, Project Manager, Klik Solutions
The benefit of a well put together onboarding process is that it is basically the first interaction between you and the client. You want to make sure things go smoothly and that everything is well documented. You want to ensure the client feels comfortable making that change from their current MSP provider to us.
Documentation is important because you do not want to miss anything — licensing wise, or anything that might be important to the client, like spam filtering. A lot of the things we take over from the old MSP, and if something was missed, that is not a good look. Second, that makes it hard to support the client if we do not know what we are working with. And third, it makes it a lot easier to hand off to the support team, because if the documentation is in place they can just look it up without having to ask the client.