MSP-01a » Transition from Sales

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

The first hurdle that Managed Service Providers face once an agreement is signed is accurate and timely transfer of information from sales to the services team. A new client's first perception of service delivery is formed during the service activation process. Activation issues resulting from incomplete or delayed transition from sales can dramatically impact this first impression – for the worse. Additionally, delayed activation frequently results in lost revenue opportunity and wasted effort from rework.

MSP Module 01a, Transition from Sales, provides the process framework for closing the sales opportunity, agreement review and setup, transfer of information from sales to services, and the initial introduction of the services team to the customer. The cornerstone of this module is the Sales to Services Transition Call, where sales provides a comprehensive briefing to the services team on what was sold and the expectations held by the client for service delivery.

This module consists of the Module Overview Diagram plus 6 pages of detailed process maps personalized for your company.

Benefits
Components
  • Fewer activation and client satisfaction issues resulting from poor sales turnover
  • Timely activation and initial billing for new clients

Included with your first Service Blueprint Brick for a series:

  • Life Cycle Diagram depicting process modules for the service offering
  • Tutorial on "How to read a Service Blueprint"
  • Kaizen-based guide on "How to deploy a Service Blueprint module"

Included with each Service Blueprint Brick:

  • 11x17 and Legal  PDF versions (A3 version for international clients)
  • Detail Report (describing roles, systems, documents, and KPIs for the module)
  • Task Report (listing all of the onstage and backstage tasks in the process module)
  • Personalization with your logo, roles, and service automation systems

Additional features for Service Blueprint Subscription clients:

  • Editable native MS Visio version of the Service Blueprint
  • Accompanying AntFarm tools and templates such as agendas, project plans, planning tools
  • Access to online Service Blueprint training
Objectives
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

The goals of this process are to:

  • Transition new agreement from sales to service team in a timely manner
  • Acquaint service activation team with new client and their expectations
  • Set up the client agreement in back office systems
  • Assign the service delivery team for this client
  • Schedule the Client Service Kickoff

At the onset of this process:

  • Prospect agrees to sign a Managed Services agreement

Upon completion of this process:

  • Sales opportunity is updated and closed out in CRM
  • Sales to Services Transition Call has occurred
  • Svc Del Mgr and Activation PM assigned for the account
  • Agreement set up in back office systems
  • Client Service Kickoff is scheduled
  • Additional software licenses and hardware provisioned to support the new client (when required)

This process module includes these sub-processes:

  • 01a.01 Opportunity Closeout
  • 01a.02 Agreement Review
  • 01a.03 New Client Setup
  • 01a.04 Activation Project Initiation
  • 01a.05 Agreement Setup
  • 01a.06 Sales to Services Transition
  • 01a.07 MSP Capacity Management
  • 01a.08 Service Team Introduction and Kickoff Scheduling

These metrics and KPIs provide an indication of process performance:

  • Activation Issues
  • Client Satisfaction - Service Activation
  • On-time Activation Rate
  • On-time Sales Transition Rate

Process Overview Diagram