Why Your Onboarding Processes are Going Wrong and How to Fix Them

Managing risk and compliance with ZenContract

For Managed Service Providers (MSP), successfully onboarding a new client is reliant on a considerable amount of trust. The client needs to trust that you have their best interests at heart and will get things right. And you need to trust in your systems and processes not to let you down when it matters most.

We see many MSP’s who are masters at building the initial business relationship, fantastic at pulling together a customised client solution, and can absolutely nail the sales pitch… but for some reason, they just can’t seem to get things to run smoothly when it comes to closing the deal and getting the client to sign on the dotted line.

Proposals, letters of engagement, contracts, and other necessary and confidential documentation can be sensitive – and sometimes even fraught with emotion – so managing the risk and compliance around them is critical. They need to be consistent, accurate, dealt with in a timely and professional manner, and stored securely. Risk and compliance management should be a no-brainer, but for so many MSP’s that is simply not the case.

What goes wrong

We see businesses drowning in document control issues, where a lack of standardised templates and centralised file storage makes it difficult even to find and draft a polished looking customer document – leaving a client that has just said ‘yes’ hanging!

Beyond that, we’ve heard of version control issues, missing details and errors resulting in frustrating rework. Customers embarrassingly being sent the wrong documents or contracts. Emails getting ‘lost in space’ and contracts misfiled or completely lost once they’ve been signed and returned.

What should be a simple formality turns into an ongoing saga. Using up valuable internal resources, extending the length of your sale cycle, and increasing customer acquisition costs. Not to mention the impact on your brand reputation, and even worse – irritates clients, and puts important deals at risk.

Unfortunately, we even hear of risk and compliance disasters occurring far past the onboarding stage, where issues arise down the track and contracts are not standardised, or critical documentation is missing.

What’s missing

More often than not, these issues are simply the result of an MSP not having a central portal where all this information sits and automatically syncs. Leaving them with disparate information, significant problems with version control, and no workflow management.

When building a new relationship based on trust, the last thing a client – or the MSP for that matter – wants or needs is multiple versions of the truth.

Without a smart system to manage critical documents, customer expectations and deliveries aren’t accurate and managed well, and future business is compromised.

Talk to our team about implementing a simple and efficient system to centralise your documentation, so managing risk and compliance within your business becomes more zen.

Sign up for a free trial of ZenContract now.