Your Onboarding New Clients Agent Runs Each Onboarding by the Book
The AgentWorks Onboarding New Clients Agent takes the coordination of every new client onboarding off your onboarding lead or service manager, who today rebuilds the checklist in a spreadsheet for each new contract and chases the client's contacts for access by email. The Onboarding New Clients Agent generates the project plan from your standard template, schedules each phase, collects credentials securely and fills in your documentation platform as it goes.
What it takes off your plate
Ask an MSP owner what goes wrong in onboarding and you hear the same story. Every onboarding reinvents the wheel. The checklist lives in a spreadsheet that gets tweaked a little differently for each client account. Credentials arrive in email threads. The network assessment turns up a forgotten firewall, a second internet circuit, or a server under someone's desk that nobody mentioned.
A month in, the client is still finding things that were missed, and your technicians are still discovering the environment one ticket at a time. The cost is a rocky start with a new client, engineers pulled into cleanup instead of improvement, and documentation that never quite catches up.
What the Onboarding New Clients Agent does, step by step
The Onboarding New Clients Agent starts with the client's contacts, then does the project work.
- Welcomes the client's point of contact. When a contract is signed, the agent emails the client's primary contact with what onboarding looks like, who is involved and what the MSP will need from them.
- Schedules each phase. It books the kickoff call, the site visit, the network assessment and the cutover window with the client's contacts and your engineers, sending calendar invites and reminders.
- Collects credentials securely. The agent requests admin credentials, licensing details and vendor contacts through a secure form rather than email, and follows up with the right client contact until each item is in.
- Chases what is missing. When an item is holding up a phase, it reminds the client contact who owns it and tells your onboarding lead if a personal call is needed.
- Generates the project plan. From your standard onboarding template, the agent creates the plan for this client account in ConnectWise: phases, tasks, owners and dates.
- Tracks task completion. As engineers close tasks, such as deploying monitoring agents or reviewing backups, the agent updates the plan and moves the next phase forward.
- Populates the documentation platform. Credentials, network details, device lists and vendor contacts go into IT Glue as they are collected, organized the way your team expects.
- Flags surprises. Anything the assessment finds that is not in the documentation, such as an unknown device or an unsupported system, is flagged to the onboarding lead to decide on next steps.
Where the work is recorded
Every email, reminder and reply with the client lands on the client account's record in the CRM your team already uses, so the account manager and onboarding lead see the same history.
The project plan and tasks live in your PSA, such as ConnectWise, and the environment documentation lives in IT Glue, so the service desk has what it needs from the first ticket.
What your onboarding lead sees the next morning: each onboarding in progress with its phase, tasks completed overnight, credentials and documents still outstanding with who owns them, upcoming scheduled visits, and any surprises the assessment found.
What your people do instead
With the Onboarding New Clients Agent carrying the scheduling, the chasing and the documentation, your engineers spend onboarding time on the environment itself: assessing risk, fixing what they find, and building a plan the client can see value in. Your onboarding lead spends time with the client's leadership, setting expectations and answering questions, instead of maintaining a spreadsheet.
The client notices. An onboarding that runs the same careful way every time tells them they chose the right partner.
Once a client is live, their tickets need a clean path to the right technician. See how to automate helpdesk triage for client accounts and what it takes to stop service desk bottlenecks.
One next step
The free IT Services Industry Assessment reviews your onboarding, service desk and project workflows and shows which one an agent should take first. To see the AgentWorks Onboarding New Clients Agent with the other agents built for MSPs, visit the IT services industry page.
See where the Onboarding New Clients Agent would start in your it services business.
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