Key Points
- Low-touch onboarding programs simplify training for new MSP clients, enabling them to adopt managed services faster with minimal technician intervention.
- A defined onboarding scope helps clients understand ticket submission, escalation, and self-service workflows, reducing friction and improving response predictability.
- Low-touch training resources enable consistent and repeatable client-driven learning across clients.
- Automating training delivery through PSA-triggered emails, embedded links, and reminders standardizes your onboarding process while ensuring all users receive key materials.
- Periodic refreshers and KPI-based tracking (e.g., ticket accuracy, CSAT, and engagement) keep trainings relevant to client needs and requirements.
- Leveraging NinjaOne’s automation, knowledge base, and reporting tools supports scalable onboarding, streamlined communication, and data-driven optimization of onboarding strategies for MSPs.
For many SMBs new to managed services, the first few weeks after signing an SLA can feel overwhelming and confusing. New systems, unfamiliar support processes, and different modes of communication can slow adoption, leaving issues unsolved and managed services unutilized.
A standard client onboarding training program guides first-time MSP clients on properly using self-service resources. This helps clients understand where to go for support and what to expect at each step without overwhelming technicians.
Strategies to craft a low-touch MSP training program
New clients are left in the dark without good onboarding strategies, often leading to confusion, misaligned expectations, and increased ticket volume. Low-touch onboarding strategies help MSPs empower clients to effectively utilize services, reducing the need for live training sessions.
📌 Prerequisites:
- Documented onboarding workflow (e.g., ticket creation and escalation)
- Defined onboarding roles to oversee training delivery to clients
- Centralized knowledge base or documentation
- Capacity to produce reusable training assets
Strategy #1: Define the scope of client onboarding programs
Proper information dissemination is the key to mutual success for first-time clients. MSPs should consider which competencies clients should learn to minimize friction and smooth escalation processes.
Break down MSP ticketing workflows
Provide an overview of existing ticketing systems, including the required information clients should provide to generate clear, complete submissions. Onboarding new clients regarding ticket monitoring workflows keeps clients in the loop, reducing repeat inquiries.
When submissions are complete and their status is visible, noise drops, letting technicians focus on critical services to shorten MTTR.
Establish clear boundaries and expectations for clients
The definition of urgent may vary per client, leading to higher ticket volumes and the potential emergence of false emergencies. Prevent this by defining critical incidents and routine issues, alongside simple guidelines for assessing impact and urgency.
Setting this distinction early aligns clients and MSPs, ensuring critical issues get prioritized over small fixes while providing clients with predictable response expectations.
Outline escalation paths and response expectations
Break down escalation paths to help clients understand how support processes work and who handles them. This ensures that clients understand how escalations are structured and that their issues reach the right expert.
Transparency raises awareness regarding typical response times while routing points of contact for service issues, feedback, and emergencies. Additionally, it reduces premature re-escalation, allowing technicians to focus on the right remediation at the right level.
Provide instructions on how to utilize self-service resources
Show clients where to find self-service guides and what they can safely try before opening a ticket. This helps clients discern which issues to fix on their own and which to escalate.
Simply put, self-service can resolve minor issues quickly, cutting ticket volume so techs can prioritize critical issues.
Strategy #2: Create low-touch resources for client onboarding training programs
Low-touch training tools allow MSPs to scale their client onboarding training programs with minimal manual intervention. Through them, new clients can navigate MSP workflows at their own pace, freeing technicians to focus on critical service issues.
Providing unified resources across clients reinforces consistent communication. This standardizes the onboarding process across an MSP’s client base, ensuring consistent and smoother client interactions in every ticket submission.
Sample training materials to create
The sample resources below work together to form an updatable, standardized training library that can be reused across clients:
- Short video walkthroughs: Provide clients with quick demos of submitting tickets, checking status, or escalating issues.
- One-page process guides: Visual references for MSP workflows like ticketing, escalation, and points of contact.
- Knowledge base or FAQs repositories: A searchable library that answers common client questions to help them resolve minor issues.
Strategy #3: Automate client onboarding training program delivery
Automating onboarding delivery ensures every client starts from the same baseline of knowledge. This saves time by eliminating repetitive explanations, ensuring users know how to leverage services correctly.
Additionally, it also automatically scales client training while preserving the same professional experience across every onboarding. This provides MSPs with predictability and smoother communication, as clients already know what to do from day one.
Ideas for combining client onboarding and training programs
The following workflows ensure that new clients are trained consistently without requiring extensive technician supervision:
- Automatically send onboarding resources: Automation ensures that training materials reach new users once they are added to the system.
- Embed training links: Incorporate links within ticketing portals or PSA systems to route clients to relevant resources.
- Schedule automated reminders: Automatically send gentle reminders to clients who haven’t completed their assigned training materials, reinforcing learning without manual follow-ups.
Strategy #4: Reinforce client knowledge with periodic fresheners
Training strategies should also evolve as clients expand or recalibrate their processes and workflows. Employing periodic refreshers enables MSPs to guide clients in preventing outdated habits, reinforcing new workflows, and sustaining efficiency post-onboarding.
Craft recurring refreshers to keep client knowledge active and up-to-date rather than solely relying on one-time onboarding strategies. Support this strategy by crafting quarterly update emails that highlight new tips and service capabilities, among other key developments.
Distribute refresher videos for QBRs or periodic client check-ins to revisit key workflows, such as ticket submission and escalation paths. Consider incorporating automation strategies to ensure clients are informed when internal processes, SLAs, or tools change.
Strategy #5: Monitoring the impact of MSP training for SMB clients
Continuously monitor the impact of onboarding strategies on clients to detect potential gaps that can hinder client satisfaction. Incorporating this practice within client training strategies allows MSPs to refine training materials, improving future onboarding and periodic refresh strategies.
For example, fewer misrouted or incomplete tickets can indicate that clients understand how to submit tickets and escalate issues correctly. Additionally, reduced onboarding questions and strong KPI scores (e.g., ticket accuracy and CSAT) show clear materials, accessible self-service, and streamlined support workflows.
Compile findings and present them in QBRs to highlight the effectiveness of onboarding and freshener strategies to clients.
Automated client onboarding workflow example
The following sample workflow combines all recommended onboarding strategies to create a structured and scalable training program workflow for new clients. It also spotlights how leveraging automation in client onboarding helps maintain training quality even with limited technician effort.
- After adding a new client, the PSA automatically triggers the onboarding sequence by sending a welcome email to target end users.
- Users receive short, low-touch resources, such as video walkthroughs for escalations and workflow guides, to help them get started quickly.
- After a week, an automated reminder reinforces learning without the need for manual follow-up.
- Optionally, MSPs can use email marketing platforms to gain insight into client participation and strategy effectiveness.
- During QBRs, insights regarding client operational impact are presented to highlight the success of training campaigns or formulate better strategies.
NinjaOne services integration to automate client onboarding
NinjaOne supports centralized onboarding workflows for new clients while providing MSPs with an overview of metrics that support impact analysis and trend assessments.
- Remote script deployment: Through the use of custom scripts, NinjaOne supports centralized onboarding of new MSP clients by automatically checking each device and delivering role-based secure training links.
- End User Portal: NinjaOne’s self-service portal allows MSPs to guide user-initiated ticket creation through customizable ticket templates, streamlining client support interactions.
- NinjaOne Ticketing: This feature allows ticket trend analysis, allowing technicians to gather performance insights by filtering, analyzing, and tracking ticket submission trends.
- Comprehensive reporting feature: Leverage NinjaOne’s reporting and analytics to review ticket trends, endpoint health, and service performance, helping you create context-rich client-facing summaries for QBRs.
Use low-touch training materials to streamline onboarding
Low-touch training helps first-time MSP clients learn the ropes of support and ticketing workflows effectively, with minimal technician intervention. This lowers ticket volume, allowing technicians to focus on maintaining critical services without risking end-user downtime.
Low-touch training strategies lower onboarding friction through definite scopes, scalable resources, and automated delivery of essential training materials. To improve long-term client satisfaction, leverage periodic refreshes and transparent communication when internal processes, tools, or strategies change
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