Level Up Your MSP Client Onboarding

Last year, I published a comprehensive guide on client onboarding, and it remains one of the most popular pieces of content I’ve created. Clearly, onboarding resonates with MSP owners because getting it right matters. A lot.

But today, I want to go deeper. If you’ve already got the basics down (and if you don’t, go check out that original post first), these are the five ways you can truly level up your onboarding process and turn it into a competitive advantage for your MSP.

Let’s be clear about why this matters: onboarding sets the tone for your entire client relationship. It’s where first impressions are made, expectations are set, and the foundation for long-term satisfaction is built. A strong onboarding process doesn’t just make clients happy. It makes your team more efficient, reduces friction, and ultimately impacts your bottom line.

So let’s talk about how you can level up your onboarding process.

Tip #1: Make It a Project, Not a To-Do List

Here’s the problem I see all the time: MSPs treat onboarding like a collection of tasks scattered across tickets in their PSA. Many times it’s done by sheer muscle memory, and often the client experience is uneven at best. Sometimes onboarding the new client is done quickly, sometimes it takes months, and frequently things get missed.

That’s not onboarding. That’s chaos with a ticket number.

Treat onboarding like the project it actually is. Create a formal project structure with clear milestones, timelines, and accountability. When you elevate onboarding to project status, a few things happen automatically:

• Visibility improves. Everyone can see where you are in the process.
• Accountability increases. Someone owns the project, not just individual tasks.
• Timelines become real. You’re working toward defined milestones, not just “whenever we get to it.”

Most modern PSAs support project templates. Build one for onboarding. Include every phase, every task, every dependency. Then when a new client signs, you’re not starting from scratch or trying to remember what you did last time. You’re launching a proven process.

The best part is, the project plan probably isn’t all that long. Simply having it organized and repeatable removes the need for all of the muscle memory. This is how you deliver a consistent client onboarding experience. Tasks don’t get missed, and both the client and your team are setup for success.

Tip #2: Build & Refine Your Checklist

If you don’t have an onboarding checklist, stop reading and go build one right now. Seriously. I’ll wait (or, maybe keep reading as there’s a chance I’ve done the work for you).

Checklists are how you ensure every single client gets the same level of service. Without one, your onboarding quality depends entirely on who’s running it and what they remember that day. That’s not a process. That’s gambling.

You also need a couple of different checklists. Your clients owe you some information too. If you can give them a list of things they need to provide, you can simplify that part of the process as well.

Your checklist should cover everything: initial documentation, network assessment, security baseline, endpoint deployment, user training, backup verification, the works. But here’s the key: your checklist isn’t a static document you create once and forget about.

The best checklists evolve. After every onboarding, ask yourself: what did we miss? What caused friction? What took longer than expected? Then update the checklist. Over time, your onboarding process becomes more refined, more efficient, and more effective.

You also need a couple of different checklists. Your clients owe you some information too. If you can give them a list of things they need to provide, you can simplify that part of the process as well.

If you need a starting point, I’ve created my own checklist that you can grab. But don’t just copy it. Adapt it to your business, your process, and your clients’ needs. The second page of the MSP Client Onboarding Checklist also includes a sample project plan that you can use with tip #1 above.

Tip #3: Communicate the Process Clearly

Onboarding is stressful for clients. They’ve just made a big decision to switch IT providers, and now they’re wondering: Did I make the right choice? What’s happening behind the scenes? How long is this going to take? What should my company expect?

Most MSPs assume clients understand what’s happening. They don’t.

You need to communicate the process clearly, proactively, and consistently. Tell clients upfront what the onboarding process looks like. Share the milestones. Explain what’s happening behind the scenes. Be explicit about what you need from them and when.

Don’t forget to let the client know what their people can expect as well. The last thing you want your brand new client to feel is that IT is being “done to them.” Share what the users will see from you along the way.

Then provide regular status updates. Weekly calls work well. Progress emails are great. Even a simple message that says, “We documented your line of business applications today, and tomorrow we will be doing our Pain Point interviews with your staff” can work wonders. I used to ask my onboarding engineer to provide quick daily updates to the main point of contact. It was a quick note in a ticket inside the project plan that got sent to the client.

When clients know what’s happening, anxiety drops. Trust increases. And you set the stage for a relationship built on transparency and communication, not confusion and frustration.

Tip #4: Film an Onboarding Video

This one is a bit unconventional, but it’s powerful. Record a short video (5 to 10 minutes) that walks new clients through your onboarding process. Explain what they can expect, what milestones they’ll hit, what you need from them, and what the end result will look like.

Why does this work so well?

First, it builds trust. Seeing a face and hearing a voice makes the process feel personal, even if they’re watching a pre-recorded video.

Second, it scales beautifully. You record it once, and every new client gets the same consistent message. No more repeating yourself in discovery calls or forgetting to mention key details.

Third, it sets clear expectations. Clients know what’s coming. They’re prepared. They’re less likely to panic when you ask for network credentials or schedule a maintenance window.

Fourth, people routinely would prefer to watch a video than read an email. Present company excepted, because you’re reading this excellent blog post.

Include this video in a welcome kit. Send it the day they sign the contract. Make it easy to access. You can even reference it during your first onboarding call: “As you saw in the video, this week we’re focusing on…”

Then follow-up with a video for their end users about how to make a ticket, and some common things that you’d like to teach them. It’s never too late to teach end users how to get the best support possible.

This is one of those small touches that makes a big difference in how professional and organized your MSP feels.

Tip #5: Measure & Debrief Each Onboarding

Most MSPs complete an onboarding and immediately move on to the next fire. Don’t do that. Take the time to review every single onboarding project.

Ask yourself:

• How long did it actually take compared to our estimate?
• Was the project profitable?
• Where did we run into delays or problems?
• What feedback did the client give us?
• What would we do differently next time?

Measure the metrics that matter: project profitability, time to completion, and client satisfaction scores. Then do a short internal debrief with your team. What went well? What needs improvement?

This turns onboarding from a static process into one that constantly improves. Every onboarding becomes a learning opportunity. Over time, you’ll refine your approach, eliminate inefficiencies, and deliver better results for both your team and your clients.

If you’re not measuring your onboarding, you’re flying blind. And if you’re not debriefing, you’re repeating the same mistakes over and over.

Final Thoughts

Onboarding isn’t just about checking boxes or completing tasks. It’s about setting the stage for a long, successful client relationship. When you get this right, it impacts everything: retention, profitability, client satisfaction, and your team’s efficiency.

Treat onboarding like the project it is. Build a checklist and refine it constantly. Communicate clearly and proactively. Create a video that scales your message. And measure every onboarding so you’re always improving.

These five strategies will take your onboarding from functional to exceptional. And in the MSP world, exceptional onboarding is a competitive advantage.

If you haven’t already, go back and check out my original onboarding post for the foundational elements. And if you’ve got your own onboarding tips or lessons learned, I’d love to hear them. This is how we all get better. If you want the MSP Client Onboarding Checklist you can find that here.