Onboarding for client success

MSP customer onboarding template

Use this template to onboard customers / clients into an IT managed service provider business. It will standardize the client onboarding process, efficiently set up the tooling, and make it easy to balance all the human and technical aspects of bringing on a new MSP customer.

Use this template to onboard your clients.

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MSP customer onboarding

Welcome to our IT Managed Services. We are excited to partner with you and manage your IT infrastructure. This checklist will guide you through the process of integrating your systems, providing necessary access, and setting up your team for seamless IT support.

No due date

Link tasks to actions, such as completing forms or booking meetings

Initial discovery and agreements

Sign the Master Services Agreement (MSA)

Please review and sign our standard Master Services Agreement to officially kick off our partnership.

Countersign MSA and setup client profile

Review the signed MSA, countersign it, and create the initial client profile in the CRM.

No due date Team member

Provide primary IT points of contact

Let us know who our primary and emergency contacts will be for any IT-related approvals or outages.

No due date Complete form

Complete the IT environment questionnaire

Fill out our brief questionnaire regarding your current internet service providers, specific software used, and general office setup.

No due date Complete form

Tasks can be for the clients being onboarded, or for the team

System access and credentials

Provide secure access to domain and network admins

Share your global admin credentials for your domain, email tenant (e.g., Microsoft 365 or Google Workspace), and network firewall via our secure credential link.

No due date Complete form

Verify admin access and document credentials

Test the provided credentials to ensure full administrative access and store them securely in the MSP password manager.

No due date Team member

Deploy remote monitoring and management agents

Install the RMM tools on all client endpoints and servers to begin monitoring system health and performance.

No due date Team member

Network audit and onboarding review

Run initial network and security discovery scan

Perform a comprehensive scan of the customer network to identify all connected devices, vulnerabilities, and misconfigurations.

No due date Team member

Review hardware lifecycle and software licenses

Audit the customer's current hardware for warranty status and check that all software licenses are up to date and compliant.

No due date Team member

Schedule the IT alignment review meeting

Reach out to the customer to schedule a meeting to review the findings of the network audit and align on a technology roadmap.

No due date Calendly Calendly / Book meeting Team member

Attend the IT alignment review meeting

Join our onboarding team for a meeting to discuss your current IT health, our initial audit findings, and next steps.

No due date

Support and service desk launch

Set up client portal accounts for the team

Create individual accounts in the ticketing system and client portal for all of the customer's staff members.

No due date Team member

Share the welcome packet and support instructions

Distribute the MSP welcome packet to your staff so they know the phone numbers, emails, and procedures for requesting IT help.

No due date Open URL

Submit a test support ticket

Send a test email to our support desk or use the portal to ensure you know how to open a ticket and verify that our team receives it properly.

No due date

Click the button below to edit or add tasks, add due dates, and much more...

Free plan • No credit card needed

Customize this template

Or build your own

How to use this template

Three simple steps to onboard MSP clients

Step 1

Grab this template

Step 2

Send to clients

Only needs an email address. Or add an open invite link to your existing welcome emails.

Step 3

Clients complete tasks

  • Email reminders keep things moving
  • Ask questions or clarify with comments
  • Summary page shows everything you need to know

Free plan • No credit card needed

Customize this template

Or build your own

Loved by 4,500+ happy users

The perfect way to onboard clients

Onboard clients into your IT / MSP business

Your brand (even the emails)
Instantly know what's been done
Shows clients what to do
Chases up while you sleep
Everything lives in one place

Free plan • No credit card needed

Customize this template

Or build your own

Sick of the onboarding admin?

Switch to friction-free customer onboarding software

Secure link, no passwords

Accessing a plan (or getting back into it) is as simple as following a link. We're obsessed with useability.

Comment & collaborate

Customers can ask questions right from within a task. They can also invite others in to help them, without bothering you.

HubSpot ready

  • Start new onboarding plans inside HubSpot
  • Adds events to the timeline
  • Updates custom fields
  • Attaches photos and documents

If you don't use HubSpot, no problem. It works great without it too.

White label (including emails)

Every interaction, from invite through to the task page, showcases your brand.

Does the chasing up

Never send a "checking in" email again.
We'll make sure tasks always get done, on time.

Helps you improve

We'll ask clients to rate their onboarding experience.

  • Helps you to constantly improve your processes
  • Make sure your team are delivering exceptional service

Use this plan immediately after the client agrees to go ahead with your service (post sales). It will help you to manage the complex onboarding process from start to finish.

Free plan • No credit card needed

Customize this template

Or build your own

Handles complex onboarding too

Calculated due dates

Set due dates calculated on the fly from the start date, a target date, or based off when other tasks are completed.

Sequential tasks

Choose to make tasks sequential, so that tasks need to be completed in order.

Frequently asked questions

How can I use this template?

Just click Customize this template above and we'll take you through a couple of simple steps to create an Onthen account and copy the msp customer onboarding template into it.

Once that's done we'll take you straight into the template editor where you can customize it to your exact needs (there's bound to be a few things you'll do differently).

Finally, once it's ready you can use it to create individual checklists (we call them 'plans') for each of your clients. Just type their email address and we'll do the rest. As they move through the tasks, you'll see their progress in the dashboard.

Who is this msp customer onboarding onboarding template for?

If you run a team that needs to onboard clients then the msp customer onboarding template is a perfect starting point.

You'll first be able to tailor the template to your team's needs, by editing, removing or adding tasks to suit your onboarding process. When it's perfect, onthen has all the tools you need to easily invite clients to it and make sure all the tasks get done, on time.

How do clients use it?

First you'll invite clients to the checklist. You can either send an invite manually, through our HubSpot integration, or by using an invite link that lets anyone with the link create a new checklist.

Your clients won't need to create an account or a password, they'll simply access it with a 6-digit code we'll send to their email.

It's really easy to use and there's nothing to navigate, it's a simple single page onboarding plan that looks pretty much like you see above.

If any task gets forgotten about, we'll send email reminders to nudge your clients to complete everything.

Free plan • No credit card needed

Customize this template

Or build your own

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