Comprehensive Client Journey Workflow for MSP Clients:
From Initial Engagement to Ongoing Success
5.
Follow-up Proposal (SOW) Pitch Meeting Email
Recap of the proposal meeting and key takeaways.
Include the proposal and SOW attachments, and a CTA for final queries or to move forward with the agreement.
1.
Initial Contact Introduction Email
Personalized email introducing your services and the value your MSP brings to the table.
Include a brief overview of key offerings and a call to action (CTA) for scheduling a discovery call.
3.
Follow-up Post Discovery Call Email
Summary of the discussion, emphasizing understanding and alignment with their needs.
Propose the next meeting to present a detailed proposal and statement of work (SOW).
2.
Discovery Call with Presentation
Virtual meeting where you gather detailed requirements and understand client pain points.
Present tailored solutions that align with their specific needs, utilizing slides or a demo if applicable.
4.
Proposal (SOW) Meeting Pitch
In-depth presentation of the proposed solution, deliverables, timeline, and pricing.
Include case studies or testimonials from similar clients to build trust and credibility.
Phase 1
Sales Process

These Stats Don’t Lie,
But They Do Brag!
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Additional Tips
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Regular Updates and Newsletters: Keep clients informed about industry trends, new services, and security updates.
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Dedicated Client Portal: Offer a self-service portal where clients can track their service status, access documentation, and communicate with support.
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Annual Client Review: Beyond QBRs, consider an annual in-depth review to discuss long-term strategy, renewal, and upsell opportunities.
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Client Appreciation Events: Host annual or bi-annual events to appreciate your clients, which can range from webinars with special guest speakers to casual meetups.
This comprehensive approach ensures a seamless and engaging client journey, fostering long-term partnerships and client loyalty.
Crafting Bespoke Marketing Solutions Centered Around
1.
Welcome Email
Official welcome to the service, outlining what the client can expect in the coming weeks.
Introduction to their account manager and support team contacts.
2.
Welcome Gift Kit
Send a curated welcome package that might include branded merchandise, a welcome letter, and essential contact information.
This gesture helps in building a personal connection and starting the relationship on a positive note.
3.
Onboarding Call and Series of Calls
Initial call to go through the onboarding process, setting expectations, and timelines.
Additional calls might be scheduled to train client staff on your systems or to finalize setup details.
4.
Onboarding Client Experience Survey
After the initial onboarding phase, send a survey to gather feedback on their experience.
Use this data to improve processes and address any immediate concerns.
Phase 2
Onboarding
1.
Invoicing Emails
Regular, clear, and concise communication regarding invoicing.
Include detailed breakdowns and a direct line for billing inquiries to enhance transparency and trust.
2.
Quarterly Business Reviews (QBRs)
Scheduled quarterly to review performance, discuss new needs, and plan for the upcoming quarter.
Provide performance reports and benchmark against agreed KPIs.
3.
Client QBR Surveys
After each QBR, send a survey to evaluate the client’s satisfaction with the ongoing service and the QBR itself.
This helps in capturing real-time feedback and making immediate improvements.