This checklist assumes that someone has already made the deal and achieved a signed contract. Now you need to move them into your "system" as full clients. That means they need to get into your billing system, your ticketing system, your monitoring system, etc.
I'll present the basic checklist first and then make some comments. This process assumes that you have several functions in place. If you don't, you should. If your shop is small, then you may play all the roads. But you need to build the company you wish to become.
When we were moving lots of clients over to the new contracts, we used this list a lot. All of these lists need to have a work flow that makes sense. Some work is done by the tech department, some by admin, etc. And someone has to keep track of these documents so they don't get stalled somewhere along the way. Ideally, everything on this list will be achieved in 1-2 days.
Outline – New Managed Services Client Checklist
New Client / Signer: __________
Signed Deal (circle one) Silver - Gold - Platinum
First Month on Service will be: __________
# of Servers: __________
Cost for Servers: __________
# of Workstations: __________
Cost for Workstations: __________
Monthly total: __________
Setup Fees: __________
Setup to be paid by (circle one) Check Credit Card
Monthly to be paid by (choose one)
- Check (3 months)
- Credit Card each month
Correct Billing Information:
City / State / Zip
For each of the following items, note the Person Responsible and the Date Completed.
- Create Service Request (enter time estimate 1.5 hrs)
- - At this point, the Service Request will be worked by the Admin department until handed over to Tech Support.
- Check to see that the names match how they want to be billed for services:
- in Autotask/ConnectWise
- in QuickBooks
- on the Company Mailing List
- Create Invoices for Setup / monthly (See amounts above)
- Calculate first month fees + setup Sales
- Collect Money:
- If Credit Card:
- - Collect Credit Card form
- - Charge Credit card: initial setup fees/first month
- - Apply payments in QB
- - Set up Autopay & Monthly recurring
- - Remove old recurring charges from credit card
- If Check:
- - Collect check from client (3 months + setup)
- - Apply payments in QB
- - Put check with other checks to be deposited
- File all paperwork
- Create credits as needed for services that had been sold individually (spam filtering, monitoring, other)
- Expire old service agreements in Autotask/ConnectWise
- Create service agreements in Autotask/ConnectWise
- Create reports as needed in Continuum/Level Platforms (or whatever you use)
- Change SR to “Schedule This"
- - At this point, the Service Request will be worked by the Tech Support department until it's time for client training.
- Update Managed Services Grid
- Set up Monitoring, Schedule Patches, Fixes
- Set up hosted spam filter, if appropriate
- Set up hosted Exchange, if appropriate
- Set up hosted storage, if appropriate
- Train Client on hosted spam filter
- Install RMM agent on client PCs (create a separate SR)
- Install RMM agent on servers (create a separate SR)
- Add server to daily monitoring (or verify)
- Add server to patch management group (or verify)
- Set up back up job alerts (or verify)
- Update daily monitoring sheet to include new client requirements
- Create the Monthly Maintenance Checklist for client
- Create the monthly single for client
- Check existing clients for compliance with the monthly maintenance and monthly single process
Your client training might be provided by techs, Customer Service Reps, Sales Dept., or someone else.
- Tutor client contact re: PSA portal
- Tutor client contact re: Our company Service Request process, priorities, and response times
- Send intro letter to client
- When all complete, put this form in to filing in-box
So there's the form and the flow. Sales to admin to tech to training.
Just like on-boarding an employee, you need a checklist for on-boarding a client. After a month or so, you'll assume all these things are done. But if you get into a discussion about what a "Priority One" is, you'll feel a lot more comfortable if you can point back to the training you did.
And you know you did it because it's on the checklist!
Of course your process will be a little different. Change as needed. Above all else, you need a consistent process that can give you repeated success.
Your Comments Welcome.
- - - - -
About this Series SOP Friday - or Standard Operating System Friday - is a series dedicated to helping small computer consulting firms develop the right processes and procedures to create a successful and profitable consulting business. Find out more about the series, and view the complete "table of contents" for SOP Friday at http://www.smallbizthoughts.com/events/SOPFriday.html.
- - - - -
Next week's topic: Setting Up Alerts in Your PSA and RMM - 50th post in the series !!!
Still the best Quick-Start Guide to Managed Services: Service Agreements for SMB Consultants: A Quick-Start Guide to Managed Services by Karl W. Palachuk Now only $39.95 at SMB Books!