A client portal is an MSP’s ‘litmus test’ for client-centricity
Key takeaways:
- Customers should judge MSP operational maturity, in part, based on whether the managed service provider offers a client portal with access to 24/7/365 access to billing, support, onboarding, and communication, and documentation.
- Self-service features such as knowledge bases, ticket management, and scheduling, reduce support load and empower clients—especially since 81% of customers prefer resolving issues themselves.
- Portals enable strategic business value, providing business analytics and seamless opportunities for auto-renewal or upselling, helping MSPs streamline operations, introduce new services, and tailor experiences.
Why does a client portal signal high-quality MSP service?
Organizations that are considering IT managed service provider support want the highest level of service, and they want access to that service without hurdles and friction.
Top-notch managed service comes in part through responsive, expert 24/7/365 IT support. But not every IT managed service provider (MSP) provides clients with the key offerings they truly want: transparent billing, seamless, easy-to-access channels of communication, and tools for self-service.
Having a centralized digital hub for clients to access these services becomes critical, such as via a client portal.
What is a client portal?
A client portal is a digital hub that provides a single point of access to company information. Self-service portals also enable quick and direct communication between clients and the MSP.
According to research, 88% of customers expect organizations to have some kind of online self-service portal, demonstrating how essential it is for businesses to keep up with customer demand.
For any business choosing a technology partner, a client portal is a clear signal of an MSP’s investment in operational maturity. A well-designed portal demonstrates that a provider has thoughtfully integrated its own processes to create a seamless, efficient experience for their clients.
“A well-designed self-service client portal is essential for a modern, responsive client experience,” said Kris Laskarzewski, chief transformation officer at Integris. “It’s a key differentiator that signals operational maturity and enhances efficiency and trust.”
How client portals improve client service
Recent studies demonstrate that customer-centricity pays off. Investing in a customer-first operation can yield up to a 700% return on investment over 12 years, according to Forrester Research.
- Streamline onboarding. First, impressions matter; a well-crafted onboarding experience sets the tone for long-term relationships between clients and managed service providers (MSPs). When clients onboard and can access an easy-to-navigate portal with billing information, documentation, and help desk options, they feel taken care of and connected to their IT service provider from day one.
Client portals can also provide new MSP customers with training resources, contact information, and channels to address their concerns from day one.
Portals can also reduce customer churn by creating more seamless interactions with MSPs and multiple channels to manage concerns.
As you evaluate managed service providers, ask these kinds of questions directly, “What does my day-one experience look like? Where can I immediately find my billing information, service documentation, and support contacts without having to ask?”
Consider these aspects of streamlined communications:
2. Tiered and tailored experiences. Depending on the client level, messaging can be tailored to the services that the client receives. Users also only see documentation and material for the content, training materials, tools, and services that are relevant to them based on their tier level:
- Automated communications. Portals help automate workflows and help clients know which steps they need to complete.
- IT support at the ready. Organizations can use structured escalation paths built into the portal— whether stakeholders are technical or not—and address problems .
- Self-service options. According to data, 81% of customers try to take care of matters themselves before reaching out a company. Clients want a centralized, digital channel for self-service.
“Empowering a client with self-service options respects that company’s time,” said Damon Dobbs, product manager at Integris. “A simple task that can be’ self-solved’ in minutes prevents a longer process of emails and calls, freeing up staff to focus on core work.”
Don’t be afraid to press potential MSPs on their security practices. Ask, “How, specifically, do you secure our payment and billing data? Can you demonstrate that your platform uses multi-factor authentication?”
3. Create a unified user experience. Having a one-stop shop for customer digital interactions simplifies communication and transactions between clients and their MSPs. It also creates opportunities for MSPs to get more strategic with their clients by enabling two-way, regular interactions through the portal as needed. Moreover, organizations want to be able to move between digital and physical mediums easily: 62% of customers think experiences should flow naturally between both physical and digital spaces.
“This one-stop shop concept is a hallmark of a client-focused MSP,” said Damon Dobbs, product manager at Integris.” When a provider invests in creating a unified portal, it signals that the MSP’s own processes are just as organized and efficient, which naturally leads to better communication and more responsive service.”
4. Make easy-to-find answers for users. A knowledge base is a centralized information hub clients can go to for answers to questions. Businesses with knowledge bases report a 30% reduction in support tickets.
A knowledge base can include resources for self-service, such as articles, documents, policies, videos, reports, guides, e-books and white papers. You can use knowledge base software to easily organize and manage these resources, ensuring that information is easily accessible and searchable.
5. Provide up-to-date archive of resources for employees and clients. As MSPs expand their offerings, they can communicate these changes in a timely and clear way to clients. It also provides the opportunity for MSPs to introduce clients to new services and demonstrate their value with demos and other resources.
How to manage a client portal for best results
Providing analytics and experience data. As clients use the portal—which provides key data—MSPs can gather this information to better understand how new service offerings fare with their clients. MSPs can learn what is working—and what isn’t. Data derived from the portal can offer lasting insight into existing and future offerings, support technicians, and areas where an MSP can help the business further.
Providing strong out-of-the-box capabilities. Clients, should ask about portal ease-of-use. Integris’ new client portal can provide many capabilities out of the box. Consider features such as content management, digital experience management, personalization, and more.
“When an MSP invests in this kind of client-centric technology, it’s a clear signal of its commitment not only to service but also to partnership,” Dobbs explained. “That’s the standard Integris has set for our client portal, because we believe that’s what a modern business deserves.”
Client portals bring MSP customer success
Organizations’ needs and demands are only increasing. Providing digital channels to address these needs while allowing self-service options are key components of building your expansion strategy.
A client portal gives clients the digital channels they need to boost satisfaction, streamline billing and agreements, and empower clients to see the value of their work with MSPs.
“A self-service client portal allows clients the ability to retrieve information anytime,” Laskarzewski said. “It removes the limitations of business hours and lets clients get things done at their convenience. For busy business owners, that kind of flexibility and around-the-clock access is often priceless.