3 email templates to engage clients for QBRs and other meetings

Email templates to help you get your clients interested in meeting with you

1. Doctor's checkup theme - to perform a proactive health check (generally applicable for each client segment)

2. Opportunity Discovery theme - to look for opportunities in new technologies (especially for high maturity clients who can be early adopters of new services)

3. Solution Stack Compliance theme - to keep clients compliant with your solution stack (applicable for low maturity or small clients)

Doctor's Checkup Theme

A proactive health check to keep the client's infrastructure healthy

Scenario:

The goal is to do a regular "Health Check". It can be part of the QBR process, can be a separate occasion or a campaign done once in a while. You perform the audit with the tech team and the account manager can go through with a client.

Target clients:

This scenario is ideal for any type of client regardless of size or maturity. 

Hints:

• You can use the target scores to highlight issues that should and/or can be solved (this way the action plan is created automatically with the templated projects)
• You can use the notes section where the tech team can elaborate on the issues (so the AM can discuss these in detail with confidence)
• You can use the notes section to educate the clients about the potential issue (so someone can write a paragraph or two about the topic and the AM can elaborate on those in more detail)
• You can use the ticket section to create potential quick-win action items (which are typically no-additional-cost, but the AM can confirm them to emphasize the work will be done) 

Email Template:

Dear [client name],

I hope you're doing great.

As your IT solution provider, we like to think of ourselves as your business’s health care provider with respect to technology. You call us when you have a problem and we bring our expertise to solve it. This reactive approach, however, isn’t the most effective as your business is increasingly reliant on technology to drive profitability, productivity, and continuity.

While many of our systems are constantly monitoring the health of your infrastructure, some areas can’t be fully automated or just aren’t as obvious without a closer look. So just like getting your regular checkup with your family doctor, we like to be proactive with the health of your technology ecosystem as well. This allows us to catch potential issues before they become business problems for you.

We’ve developed an “IT Infrastructure Health Review” to ensure your technology is healthy in the long run. Now small issues won’t grow into productivity or profit killing problems for your or your team.

The process is fairly simple and it does not take much time:

1. We perform the review of IT best practices focusing on IT Security, Business Continuity, Office Productivity, Application Utilization, User Satisfaction and IT Leadership.

2. We produce a straightforward and easy to understand report of our finding with recommendations for your review.

3. Together we’ll review the results of the report, and create an action plan to mitigate any potential risks or issues we find.

Some examples of wins other clients have achieved from this audit:

• Client A was paying for applications nobody used.  After the review, we saved them $500 in monthly subscriptions.

• Client B realized that the team was not prepared for IT security threats so we provided IT awareness training.

• Client C’s accounting and reporting systems were not integrated properly so we come up with a plan to get more out of their current tools by syncing applications together saving their finance team 10 hours a month in duplicate data entry

As this audit is already part of the services we provide, all we ask is some time for us to review the results together.

Please let me know the best time next week when we can review.

Best Regards

[MSP name]

Opportunity Discovery Theme

Match current business goals with potential technology developments

Scenario:

The goal is to find new opportunities with progressive clients so they can progress and you can develop new services and projects.

Target clients:

This scenario is ideal for high maturity or bigger clients.

Hints:

• You can use the target scores to highlight new opportunities for solutions through new technologies (this way the action plan is created automatically with the templated project scopes)
• You can define "project ideas" in your service catalogue where you just hint at the scope of the projects outside of typical MSP services like multi-factor authentication, intrusion detection or any other security project (this way you can potentially sell the same not yet developed project to more clients in the same time providing you resources to develop the service)
• You can use the notes section where the tech team can elaborate on the opportunities (if you do not have the time to create the "project idea" just scope some opportunity here)
• You can use the ticket section to create potential quick-win action items (which are typically no-additional-cost but the AM can confirm them to emphasize the work will be done) 

Email Template

Dear [client name],

I hope you are doing great.

It is fascinating how quickly technology is developing. New applications, devices, solutions, and services are being introduced every day. As a business executive, it can be overwhelming for you to check all the trends that can influence the company.

As your IT solution provider, we’ve implemented a process to ensure all of our clients remain competitive with technology.

Our “Technology Opportunity Review” process uses a questionnaire audit and reports to gauge the different business issues you are facing and match those issues to the best in class solutions available with technology. We can review the results together to identify specific quick wins to boost productivity, help sales, or facilitate internal communication. Here are some example results our clients got from the audit:

• Client A realized internal communication with emails was no longer effective and moved to a unified chat application. No more cluttered email or overlooked replies and faster communication overall.

• Client B’s staff were frustrated with their manual expense management process, lost receipts, printed CC statements, and no checks or workflows for approval.  So we found a software solution that automates expense reporting right from taking a picture of the receipt with their cell phone to automatically reconciling the CC to the accounting software cost center, with approvals by email in an automated workflow.  Saved each staff 2 hours a month and no more lost receipts.

• Client C had a CRM, but the salespeople weren’t using it to track opportunities or activities because it was complex and confusing. We worked with the team and let them specify their requirements and workflows so now the sales staff enjoy using the tools and executives get visualization into the opportunity forecast with reports they understand.

As this audit is already part of the services we provide, all we ask is some time for us to review the results together.

Please let me know the best time next week when we can review.

Best Regards

[MSP name]

Solution Stack Compliance Theme

Make low maturity clients compliant with the given IT Solution Stack

Scenario:

The goal is to make sure clients are using the solution stack and best practices and standards you developed to standardize and streamline your operation overall.

Target clients:

This scenario is ideal for low maturity or smaller clients.

Hints:

• You can use the target scores to highlight issues and problems present without having the specific best practice implemented (communicating this way makes them responsible for deciding NOT to implement the best practice, which can motivate in its own way)
• You can use the notes section where the tech team can elaborate on issues specifically in their environment, or remind them of issues or pending problems, so the AM can negotiate those based on facts and create a sense of urgency
• You can use the ticket section to create potential quick-win action items (typically small items included with the service or a small additional charge) 

Email Template

Dear [client name],

I hope you're doing great.

We’ve been studying how much technology impacts the performance and success of businesses like yours. As your IT service provider, our job is to make sure that your company will become more and more competitive by leveraging technology.

Technology solutions are ever-changing and increasingly complex. As part of our commitment to you, our due diligence includes regularly assessing your environment to ensure the perfect solutions are in place to help you mitigate risk, optimize performance, and foster productivity among your team.

For this reason, we have developed an “IT Infrastructure Compliance Audit” which we review at least once a year for each of our clients. This audit helps us examine the technology ecosystem from different angles to identify any potential non-compliant systems which could pose a risk. But beyond that, we’re able to discover new technology opportunities for the benefit of your business. Some examples we’ve discovered with our clients include:

• Client A realized that users were not able to keep secure passwords for all their applications, so they used the same 2-3 passwords for everything creating unnecessary risk. We implemented a password management application with centralized management but much better security.

• Client B identified that many of the applications included in Office 365 were not being used by the team, so we did some training and helped them improve internal communication and collaboration.

• Client C was using legacy servers on-premises using different legacy licenses. After reviewing the costs, we helped them choose to move all their servers to a secure data center to save money, improve productivity & reduce the risk of downtime.

As this audit is already part of the services we provide, all we ask is some time for us to review the results together.

Please let me know the best time next week when we can review.

Best Regards

[MSP name]