Your Onboarding New Clients Agent Runs Intake While You Meet Clients
The AgentWorks Onboarding New Clients Agent takes the paperwork and the chasing out of every new managed services contract. It generates the project plan from your standard template, schedules each phase, collects credentials securely, tracks every task to done, and populates your documentation platform, so your onboarding lead and engineers spend the first weeks getting to know the client's people and their network.
What it takes off your plate
Ask an onboarding lead how the last new client went and you will hear the same story. The contract was signed on a Friday. On Monday someone copied the checklist from the previous onboarding, changed half of it, and started emailing the client's office manager for admin passwords, the ISP details, the list of line-of-business apps and who has keys to the server closet. Replies trickled in over a week, some as attachments, some as plain text in an email thread.
Then the network assessment turned up a switch nobody mentioned and a second site with its own firewall. A month later, the service desk is still finding things that were missed: a shared mailbox without an owner, a backup job pointing at a retired NAS. Every miss becomes a ticket, and every ticket costs goodwill with a client who is still deciding whether they made the right call.
What the Onboarding New Clients Agent does, step by step
It starts with the communication that eats the first weeks.
- Sends the welcome and the plan. On contract signature, the agent emails the client's primary contact a welcome with the onboarding phases, what the MSP needs from them, and who to call.
- Requests credentials the safe way. Instead of asking for passwords by email, it sends a secure collection link for admin accounts, ISP portals and vendor logins, and records who submitted what.
- Chases the missing pieces. When the app list or the second-site details are still outstanding, it sends a reminder to the right contact, then a follow-up, and flags the onboarding lead only if the item is blocking a phase.
- Books the on-site work. It proposes times for the network assessment and the monitoring-agent rollout, confirms them with the client, and sends a reminder the day before.
Then the data work:
- Builds the project plan. It generates the plan from your standard onboarding template, the same one every time, with only the client-specific phases added.
- Schedules each phase. Discovery, credential collection, assessment, monitoring deployment, documentation and handoff to the service desk each get owners and dates.
- Tracks task completion. As technicians close tasks, the Onboarding New Clients Agent updates the plan and moves the next phase forward.
- Populates the documentation platform. Credentials go into your password vault, and assets, sites, contacts and configurations go into your documentation platform as they are collected, not in a cleanup week at the end.
Where the work is recorded
In the CRM, the new client account shows every welcome email, credential request, reminder and reply, logged against the contact who received it. The contract carries the onboarding plan and its status. Anyone who opens the account the next morning sees which phase is active, what is still outstanding, and who at the client was last asked for it.
The technical record lives where your engineers already look: the configurations, passwords and site details in your documentation platform, and the phase tasks in your PSA. When the onboarding closes, the service desk inherits a documented client instead of a list of unknowns. That clean handoff is what keeps the queue calm later, the problem we cover in how to automate helpdesk triage for client accounts.
What your people do instead
Your onboarding lead runs the kickoff meeting and actually listens: which apps the partners depend on, what went wrong with the last provider, when the busy season is. Your engineers walk the office during the assessment, meet the office manager, and learn how people really work, instead of sitting at a desk re-sending password requests.
That time is the start of client satisfaction for the life of the contract. The Onboarding New Clients Agent keeps the requests, the reminders and the records moving; your people build the relationship. When the new client submits their first tickets, the desk already has what it needs, a point we expand on in the silent helpdesk bottleneck.
One next step
If every onboarding in your shop still starts with a copied spreadsheet, take the free IT Services Industry Assessment. It shows which workflow an agent should take first, whether that is the Onboarding New Clients Agent or another job on your desk. You can see every IT Services agent AgentWorks runs on the IT Services industry page.
See where the Onboarding New Clients Agent would start in your it services business.
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