Bringing on a new client at an MSP is an exciting milestone. It’s proof of our value, our ability to stand out, and our commitment to Attack Surface Management from day one. But success doesn’t stop at closing the deal—it hinges on delivering a seamless MSP client onboarding experience that fosters trust and efficiency.
Sales Closes the Deal, Now What?
Sales sells. We all know this. Sales teams do what’s needed to close the deal. But sometimes that means when it’s time for the onboarding we find out some things we may not have known…. As much as we’d like this to be the exception, it’s not. I’ve done probably hundreds of new customer onboardings at MSPs large and small at this point in my career. Two things are facts:
- This is your first chance to make a good impression on the client with your service team
- It’s your biggest chance to get what you need data wise to support your new client successfully
Building Relationships & Gathering Critical Information
We want the onboarding to be a time where we are developing relationships. Working together with the client as a team to get the information we need to be able to handle all their needs.
By creating a repeatable and efficient and structured process, that is exactly what we will be able to do.
Step 1: Create a Plan of Attack
First things first, we MUST have a plan of attack. This needs to be a project in your PSA that is built off a template that you review after every single onboarding.
This project should encompass various parts of the onboarding process:
- Client interaction
- Initial setup
- Backend work
- Onsite kick off (if applicable)
- Post-onsite steps
- Finally, the wrap up phase.
In each of these phases, every person involved with this process will be documenting something. From whom our point of contact is to how we setup new users to what IP addresses we use.
Step 2: Automate What You Can
Now some of this documentation will need to be done manually by a human, but a LOT of this information we need to gather can be automated. A huge shift from our “back in the day” onboarding where we printed off status sheets from printers to then enter this into our configs.
Using tools to automate this data gathering process saves a tremendous amount of time and in turn labor costs. Now yes, most of us at this point charge for our onboardings, but that doesn’t mean I want to end up breaking even on them. I want to automate the tedious task of pulling in information that we need on every aspect of our new client. Going onsite to document a network, printers, servers, firewalls, switches, desktops, laptops, etc. can and does take hours. We average four to six hours during this step alone. Once we get done with our onsite piece, we have the documentation clean up, another two to three hours. Then finally we have our T3 do a final check to ensure we haven’t missed anything. Why the T3? Because that’s the person that has the most expertise and experience to realize if something is “missing” in the documentation.
Step 3: Consistency is Key
Another key point is consistency. Getting the information the same way, every single time is key. I write amazing SOPs, but I still need someone to follow them. I’d rather use a solution that will help me do that in a way that I get the same results time and time again.
Why This Matters: Preventing “Boomerang” Tickets
So yeah, you get it. Documentation is important but what does it really mean long term? It ensures that when we “go live” with support, we have everything we need to work tickets and issues efficiently and effectively and give world class client support. By having the correct documentation from the beginning, we will reduce what I call “boomerang” tickets. You know those ones that get closed and then re-opened? Oh, we did a new client setup but forgot that printer? Yup, re-open that ticket and add more time to it…. These issues also frustrate our clients. They don’t want to have to call us back, they want their issues fixed right and fixed the first time.
Scaling Your MSP with Smarter Onboarding
Taking the time to create an onboarding process that uses your expertise as an MSP and your tools to automate is what will allow you to grow and scale your MSP and take on new clients with ease and not worry about “can we handle it?”
That’s where Liongard changes the game. By automating documentation, MSPs eliminate manual entry, reduce escalations, and free up high-value engineers for more strategic work. The result? Lower costs, higher efficiency, and a smoother client experience – while also fortifying cyber resiliency for managed service providers.
Liongard eliminates onboarding challenges by automating documentation – while also strengthening Attack Surface Management from day one.
- Automatic asset discovery and inventory– Instantly detect and document systems, accounts, and configurations.
- Consistent, standardized records – No more missing or outdated information, every client starts with a complete, accurate IT profile.
- Seamless integration with documentation & PSA tools – Keep documentation synchronized across your stack, reducing duplication and human error.
- Reduced reliance on senior engineers – With automation filling in the gaps, T3 engineers focus on high-value work instead of backtracking through undocumented environments.
MSPs using Liongard see:
✔️ Over 60% reduction in documentation time, saving up to 1,500+ hours annually
✔️ Significant yearly cost savings by eliminating unnecessary manual work
✔️ Faster, more consistent onboarding, ensuring every client starts with complete, accurate documentation and a secured attack surface.
Instead of wondering if they can handle another client, MSPs using Liongard onboard new business with confidence, without overloading their team.
Ready to Take Onboarding to the Next Level?
Get in touch with Liongard today to streamline your MSP client onboarding, enhance efficiency, and scale with confidence.