Managed Services (MSP) Client Onboarding
Inbound inquiry for managed IT services / new MSP client onboarding.
When this runs
classifies this work type when the caller says things like:
How the call goes
3 surface rules tied to missing field definitions. Urgent first.
Ask what prompted them to look for managed IT services — downtime, security concerns, growth, cost of current provider, etc.
important“What prompted you to look into managed IT services — are you dealing with frequent downtime, security concerns, growth, or looking to switch from your current provider?”
Field: Primary pain point or reason for inquiry
Ask how many employees and workstations they have — this is the primary sizing factor.
important“How many employees do you have, and roughly how many computers or workstations?”
Field: Number of employees / workstations
Ask if they have any regulatory compliance requirements.
important“Does your business need to meet any compliance standards — like HIPAA, PCI-DSS, SOC 2, or anything similar?”
Field: Compliance requirements (HIPAA, PCI, SOC2)
Extracted without a dedicated prompt
extracts these from the transcript in real time. If the caller does not mention them naturally, staff can confirm them during wrap-up.
Guardrail signals
If staff says anything matching one of these examples, an urgent warning surface is created.
Never quote a monthly price without a full network assessment.
Do not guarantee specific uptime SLAs before scoping.
Never disparage the caller's current IT provider.
When the call ends
Before staff can end the call, walks them through a wrap-up checklist, then prepares the captured fields for the work record.
Wrap-up checklist
- Confirm callback number
- Confirm company name
- State next step
- Send confirmation
- Schedule network assessment
Then creates a service request with:
- Caller name
- Callback number
- Company name
- Number of employees / workstations
- Current IT setup (in-house, another MSP, none)
- Primary pain point or reason for inquiry
- Number of servers (on-prem and/or cloud)
- Cloud services in use (Microsoft 365, Google, AWS)
- Compliance requirements (HIPAA, PCI, SOC2)
- Decision maker and role
- Monthly budget range
- Preferred assessment appointment
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