How To Reduce Managed Service Client Churn

I share why documentation and reporting are essential to help prevent managed service clients leaving.

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Transcription:

Bryce Whitty here from Technibble.com and in this video I share why documentation and reporting are essential from a marketing stand point.

So, I tend to cover marketing topics more in these episodes, and not so much processes. However, documentation and reporting IS marketing topic in a round about way. Our work tends to be “the wizard behind the curtain”. People don’t know exactly what we’re doing to make sure everything is working correctly.

Were you just sitting there doing nothing collecting your fat monthly cheque? Or were you and you automations solving all sorts of problems? When you are out of sight, you are out of mind, and all they see is them sending money to you at the end of the month. This is why documentation and reporting is super important. It justifies your value.

Document everything you do. Every manual task you do should have a ticket created for it.
So when it comes time to bill your client, you can show the number of tickets you solved, or even show the titles or types of tickets they were.

Most MSP software has reporting options, and you should absolutely be sending these reports to your clients. It shows that it patched their systems or dealt with a virus problem that they never saw.

All of this has value, and reaffirms what you do for your money per month. This is marketing to KEEP your clients and reduce churn.

Every month you are saying: “THIS is why I am worth the money and why they pay you monthly. THESE are the problems I solved for you. THESE are the problems you never saw and you would have had without me”.

With good reporting, clients understand where their money is going.

That’s it for this video. This is Bryce Whitty from Technibble.com.