ConnectWise PSA Account Management: How MSPs Can Improve QBRs and Client Retention

Did you know? A 5% increase in customer retention can boost profits by 25–95%.

You might be delivering excellent services, responding to client tickets in a timely manner, and keeping the process smooth, but clients need to see the value. If they don’t, they will start to look elsewhere.

With multiple clients, keeping every detail organized is challenging. This is where structured account management software and data-backed communication become critical.

The right way to do it? Quarterly Business Reviews (QBRs). Let’s explore common customer retention challenges, how QBRs help in customer retention, and how ConnectWise PSA account management helps you enhance QBR and client retention.

Common Client Retention Challenges for MSPs

Research indicates that 2.3% of MSPs identify customer retention as their biggest challenge, while 2.1% consider market competition to be their top challenge.

With multiple endpoints and clients, providing personalized support becomes challenging due to a lack of organization and a streamlined dashboard.

Here are the common customer retention challenges MSPs face:

Balancing workload

Clients need customized support every time they work with you. To offer dedicated support, you need a sufficient staff without incurring excessive payroll costs.

Integrating new technologies

Customers need quick support, security, and compliance. To ensure competitiveness, you need to update your tech stack regularly. However, integrating the tech stack is often complicated, making it difficult for small MSPs to stay aligned with new technology.

Lack of visibility

Cross-functional visibility leads to rescheduled tasks and blockers. Client tickets disappear within these blockers, leading to delays and miscommunication.

In fact, 49% of companies say poor collaboration directly impacts client satisfaction. As critical issues go unresolved, your MSP risks appearing disorganized and unreliable, ultimately eroding client trust.

What Is QBR and Why Is It Important To Build Long-Term Client Retention?

Quarterly Business Review (QBR) is a strategic review meeting held between the MSP and the client every 3 months.

Key targets of a QBR include:

• Track success and identify areas of improvement with KPIs
• Align client objectives with company offerings and discuss ways to enhance services
• Identify potential growth areas and offer new services that will benefit the client
• Create a roadmap with specific tasks, responsibilities, and timelines to achieve client goals

How QBRs Help Boost Client Retention

QBRs offer a chance to position your MSP as a strategic partner.

Here’s how they impact client retention:

• Highlight the work you have done for the client and the results you achieved. When clients see outcomes tied to your efforts, they’re more likely to renew and recommend.
• Revisit client objectives to align strategies and services. This shows you're invested in their success
• Recurring problems, slow resolution times, or communication gaps quietly build client dissatisfaction. QBRs help surface and resolve these on time. Early intervention prevents churn.
• By reviewing past performance and future needs, introduce upgrades or additional services in a consultative way. Clients are more open to new initiatives when they see the ROI from your existing work.

How ConnectWise PSA Enhances QBRs and Client Retention

While QBRs are essential to retain clients, they are hard to scale and time-consuming.

That’s where ConnectWise PSA account management comes in. It centralizes your operational data, including tickets, time entries, projects, SLAs, billing, and more, so you don’t have to chase down spreadsheets and logs before every client meeting.

Here’s how ConnectWise PSA account management makes QBRs easier:

Get a 360° view of each client

Organizations with unified infrastructure visibility resolve issues 70% faster. With ConnectWise PSA account management, you see every interaction your team has had with a client—open tickets, past purchases, current projects, billing history, and payment status. This context ensures that you prepare for every QBR fully informed.

Gain full transparency across teams

Every team member can access customer history. ConnectWise account management software makes your QBR and follow-up actions more coordinated and timely.

Maintain service consistency

When your delivery processes are standardized, you show clients that every issue is handled with care and consistency. Effective software account management makes the QBRs data-backed and builds trust over time.

Tailored time tracking for accurate reporting

ConnectWise allows your team to log time by client, project, or task, down to the minute. This means you can present detailed breakdowns of service activity in your QBRs, showing exactly how your team adds value.

Expert project management insights

QBRs are a great time to review progress and next steps. ConnectWise PSA account management helps you track milestones, deadlines, and project budgets, so you proactively manage client expectations and showcase delivery success.

Seamless automated billing

Automated recurring billing reduces administrative errors and surprises. During QBRs, you can confidently discuss billing details knowing the system has already aligned usage with the invoice. That builds financial trust.

Strategic sales opportunity tracking

With integrated opportunity tracking, you can track communications, log lead sources, record activities, and identify product or service interest, allowing you to follow through effectively. This helps turn strategic recommendations into pipelines.

Insightful and actionable reporting

ConnectWise’s reporting engine allows you to generate client-specific metrics. You can present service history, SLA trends, time spent, and more—visually and clearly. It converts QBRs into high-value conversations backed by data.

Client Retention Strategies Using ConnectWise PSA Account Management

ConnectWise PSA account management helps you retain clients when used strategically. Here’s how you can leverage it to build trust, improve service consistency, and strengthen long-term relationships:

• Automatically generate tickets from alerts in ConnectWise Automate (RMM) to resolve issues quickly
• Clients are 2.4 times more likely to stay with quick issue resolution. Use ConnectWise Control to resolve issues quickly with secure remote access, reducing downtime and improving client satisfaction
• Automate routine tasks with scripts and tools to improve service speed and reduce manual errors
• Give clients real-time visibility into tickets, billing, and project progress to keep them informed
• Create client-specific dashboards to track KPIs, performance, or recurring issues
• Use custom fields to tailor service delivery and templates for each client’s unique needs.
• Ensure secure, compliant service by restricting access based on roles and responsibilities.

Power Your QBRs with Bering McKinley

Client retention is about consistent, visible value. QBRs help you show that value. However, to run them effectively and make them scalable, you need systems that support your process.

ConnectWise PSA account management gives you the tools to do just that. A ConnectWise account manager helps you centralize data, automate insights, and stay on top of client needs, ultimately retaining them for the long term.

Integrating multiple tools and optimizing workflows seems challenging. 

At Bering McKinley, we help MSPs maximize the value of ConnectWise by aligning it with their business goals. From implementation to ongoing optimization, our experts guide you in configuring your platform, automating critical processes, and making QBRs data-driven and impactful.

Let us help you transform complex operations into simplified, scalable systems that support client growth—connect with our team today!

Key Takeaways

• Balancing workload, updated technology, and enhancing collaboration are the biggest challenges for MSPs
• QBR helps you maintain effective communication with clients and align your efforts with client goals
• ConnectWise PSA account management helps you maintain every client detail organized for easy reference and tracking
• With automation, real-time visibility, and quick issue resolution, you can improve client experience, thereby boosting retention

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