CLIENT EXPERIENCE • MSP
Client App & Portal as your Service Experience Step-Up
Move from “email & phone only” to a branded, guided experience where users know exactly where to go, what’s happening, and how IT is taking care of them.
Premium Perception Lower Friction Higher Retention
When you add App + Portal:
↑30–50% more positive sentiment*
*From reduced confusion, faster answers and a clearer, branded support journey.
1
From scattered to centralized
One place for everything the user needs
Instead of tickets, emails, links and PDFs living everywhere, the Client App & Portal become the single, easy-to-find front door for IT: support, requests, knowledge, remote access and communications.
Single entry point Branded experience “Always know where to go”
2
User confidence
Clients gain control, not just a ticket number
The portal shows status, history and next steps. Users stop feeling “in the dark” and start feeling that IT is running a professional, transparent process.
| Less anxiety when users can see “where things are at”. Fewer escalations because expectations are visible, not assumed. |
3
Operational efficiency
Lower friction, faster support, better SLA
App & Portal reduce back-and-forth. Users submit the right request, with the right information, into the right workflow from the start.
- Pre-structured forms capture critical details the first time
- Automation routes tickets to the right queue and priority
- Less manual triage and fewer “wrong channel” requests
Improved SLA Less rework Happier technicians
4
Consistency at scale
Every user gets the same premium experience
Whether the client is onboarding one user or one hundred, the experience is repeatable: same buttons, same flows, same training, same brand.
Standardised onboarding Consistent documentation Device & location agnostic
5
Automation & self-service
Bots, training and “help yourself” done properly
The App & Portal are the perfect home for training bots, onboarding sequences and smart self-service. Instead of “search everywhere”, users are proactively guided to the right content.
- Training bots on first install / first login
- Contextual tips and how-to guides
- Automated, categorized request flows
Fewer basic tickets Better adoption of tools Proactive communication
6
Perceived value
“My MSP has its own platform”
A branded App & Portal signal seriousness and maturity. The client is not just buying hours of support; they are plugging into a service platform.
Differentiation vs competitors Harder to replace Stronger renewal story
7
From firefighting to VCIO
A channel for strategy, not just incidents
Once the operational side is clean and predictable, the same App & Portal become a channel for VCIO work: roadmaps, reviews, education, best practices and business conversations.
- Publish reports and health checks
- Introduce roadmap and initiatives
- Reinforce security and compliance messages
Trusted advisor position Strategic conversations Higher-value relationship
Why this is a true “Service Experience Step-Up”
With a Client App & Portal, you’re not just fixing tickets faster. You are giving users a guided, branded, low-friction journey where IT feels organised, predictable and premium. That’s what clients remember.
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