Client Engagement Strategy for Managed Service Providers: From Onboarding to QBRs

In 2023, the total number of Managed Service Providers (MSPs) worldwide was estimated to be 150,000. As this figure continues to grow, one thing is clear: you can be replaced. 

Nowadays, businesses don't wait for you to act right. They simply switch to a different provider, and rightly so. As an MSP, you're entrusted with managing a company's IT environment. If you're not consistently engaging with your clients, you're not only doing a poor job, but you're also making them feel neglected and undervalued.

Read on as we explore proven client engagement strategies used by leading Managed Service Provider (MSP) consulting firms.

Why Is It Important for Your MSP to Have a Solid Client Engagement Strategy?

Developing a client engagement strategy for your MSP might feel like a lot to do. But there's a reason why every managed service provider and client management consulting firm swears by it—and you should too:

Improves client retention

Let’s be honest: MSPs generally don’t struggle with client retention. For most of them, it falls within the range of 70-100%. However, it can quickly escalate into an alarming issue if your clients feel neglected. So, pay serious attention to client engagement. It makes clients feel heard and supported and, instinctively, much less likely to look elsewhere.

Enhances service quality

Engaging with clients not only benefits them, but it also benefits your business. By default, a significant part of client engagement involves active communication. This enables you to receive constructive feedback from time to time. By doing so, you can better serve your clients and improve your MSP's overall service quality.

Boosts proactive issue resolution

When you maintain proactive communication with your clients, you get instant insights into the challenges they may be facing. This helps in resolving them before they become bigger concerns. Additionally, it demonstrates that you genuinely care about your client's long-term success. 

Establishes stronger client relations

Every MSP delivers IT support—that’s common. But what’s rare is finding one that prioritizes meaningful client engagement. That shows they understand the client’s pain points and genuinely want to help. This builds loyalty and lays the foundation for long-term partnerships. 

Top Challenges MSPs Face in Boosting Client Engagement

A significant portion of MSPs understand the value of client engagement. Despite this, they fail to boost it without the help of managed service provider client management consulting experts. Here’s why:

Unclear client expectations

Many times, MSPs lack clarity around their clients’ expectations—whether it's about SLAs, deliverables, or business priorities. As a result, even their best efforts to serve and engage with the client fall short.

Lack of time

On average, a typical MSP serves around 122 clients—and we’re talking full-fledged IT management. Naturally, this takes up most of their time, pushing client engagement to the back seat.

Communication inefficiency

When it comes to client communication, many MSPs rely on a one-size-fits-all approach—sending the same updates to every client, regardless of their size, industry, or goals. This generic messaging often results in client disengagement.

Lack of client participation 

Sometimes, even when MSPs want to proactively communicate and engage, clients don’t respond. This usually happens due to poor timing or unclear value in the meeting. Whatever the reason is, poor client participation often prevents MSPs from boosting engagement. 

From Onboarding to QBRs: The Ultimate MSP Client Engagement Guide

Ready to get your hands on the best client engagement strategy for MSPs? Check out this handbook used by managed service provider client management consulting professionals:

Onboarding

The onboarding stage is your first real opportunity to engage with your clients. If done right, it can establish professionalism, clarity, and reliability. So, make the most of it. Here’s how:

• Schedule a kickoff meeting to introduce your team and set expectations
• Address your client’s initial pain points and strategies to resolve them
• Establish timelines for service rollouts

This defines expectations, reduces confusion, and builds trust for long-term association. 

Account management

MSP clients want more than just technical support. They want someone who can address their business’s issues like their own. That’s where building a dedicated account management structure comes in. This essentially involves:

• Understanding the client’s evolving needs and industry context
• Coordinating with internal teams to ensure service alignment
• Identifying opportunities to expand services or improve outcomes

This is a strategy that managed service provider client management consulting companies particularly use to make clients feel heard and supported. 

Service reviews

Service reviews, usually held monthly or bi-monthly, are performance-focused check-ins that show clients how you're managing their IT environment. They typically cover:

• Ticket volumes and resolution trends
• SLA adherence and support responsiveness
• Updates on previous concerns or tasks in progress
  

Service reviews help ensure transparency and keep clients in the loop. They also provide an opportunity to correct course before small issues escalate. Most importantly, they demonstrate that your team is actively working behind the scenes to maintain service quality.

Quarterly Business Reviews (QBRs)

While service reviews focus on day-to-day operations, QBRs are more strategic in nature. A well-planned QBR process includes:

• Insights into trends, risks, and opportunities in the client’s environment
• Discussion of the client’s upcoming business goals or changes
• Recommendations for upgrades, enhancements, or process changes

Managed service provider client management consulting experts strongly emphasize the value of QBRs. That’s because they show clients that you’re not just fixing issues—you’re invested in helping their business succeed long-term. This helps you position your MSP as a strategic advisor, not just a service vendor.

Feedback & roadmapping

Feedback is another vital part of boosting client engagement. It allows your MSP to adjust services based on real client input. 

Common ways to gather feedback include:

• Performing NPS (Net Promoter Score) or satisfaction surveys
• Conducting quick check-ins after issue resolution or project completion
• Asking open-ended questions during monthly reviews or QBRs
  

This feedback should directly influence your client roadmapping. Roadmapping is the long-term plan for how IT services will support the client’s business goals.

Whether it’s cloud migration, improving cybersecurity, or scaling infrastructure, collaborative roadmaps create shared direction. Managed service provider client management consulting firms often use roadmapping to show future value and build stronger client relationships.

Skyrocket Your MSP’s Client Engagement Rate with Bering McKinley

Building strong client relationships isn't just good practice; it's what distinguishes top-performing MSPs. With insights from leading managed service provider client management consulting firms, you can turn everyday interactions into long-term partnerships.

Whether you're struggling to retain clients or looking to boost satisfaction across the board, you need a tailored engagement strategy that meets your clients where they are and shows them the value you consistently deliver.

Need expert guidance to elevate your client engagement strategy? At Bering McKinley, we don’t just offer advice; we help you implement systems that strengthen client trust, increase retention, and drive scalable growth.

From performance assessments to process standardization and executive coaching, we work alongside you to turn your MSP into a client-focused powerhouse. Talk to our team today!

Key Takeaways

• A well-defined client engagement strategy drives retention, elevates service quality, and ensures clients feel valued and supported

• Common obstacles include unclear client expectations, limited time, communication inefficiency, and lack of client participation

• Effective onboarding sets expectations and builds trust from the start

• Dedicated account management and regular reviews keep communication personalized and transparent

• Strategic QBRs and ongoing feedback transform the MSP-client relationship into a trusted, long-term partnership

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