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Without the ability to meet in person and present your ideas, it may be difficult to keep your clients engaged in IT support services. Spending on IT may not be seen as essential when your clients are struggling. But when has technology ever been more relevant to the success of business and the economy?

How will you communicate your value and the relevance of your services or are you prepared to risk losing MRR right now?

In speaking to our members we have learned what makes a client meeting engaging while working remotely. I put together a quick guide for you outlining the most effective features they have been using in remote client meetings.

Generate Client Engagement with five QBRs in 30 days


 1. Gather information effectively

Share the audit / assessment widget of the report through a link with your technicians. They’re able to complete the current state and make notes so you have a better picture of the status of your clients’ environments. The Service Review widget also helps your techs quickly go through services and highlight issues in a simple RED/YELLOW/GREEN and notes format. You can send a scorecard survey to your clients to gather information from key stakeholders. This way you get more buy in for the meeting as you involve them to the conversation early on. We also recommend importing all current projects and opportunities from Connectwise to your project roadmaps before the session.



2. Brief before the online session

Recording a quick screencast with your webcam turned on is a simple but very powerful way to engage your audience ahead of the meeting. This also saves a ton of time. You can embed the video in a content widget on the top of the report and then use the public share function to send it to your clients by email. Make sure you hide all sections and widgets which are not necessary to share prior to the meeting. Do not overwhelm your audience. You can protect, rebrand, personalize and track engagement by using a link shortener service.



3. Present the report through the online meeting

 If clients are not involved during a remote meeting, they will start multitasking, checking emails and becoming less engaged. Use the report’s interactive functions (scores, project roadmap, infographics etc.) to make this more interactive. You can use the scorecard functions just like “webinar polls”. Send the scorecard questionnaire links to them during the session which they can complete as you talk. Then show them the results to get input and more engagement.


4. Generate action items

 This is more critical than ever to get actionable outcomes from the meeting to ensure accountability on both sides. Use one content widget to have the agenda items in front of you, and list all the action items they need to do and your team will do after the session. It might be obvious but facilitating online sessions and taking notes can be sometimes challenging. You can find a task creation ability on the top of each widget. It allows you to keep the widget’s content on the screen and add the tasks at the same time. 


5. Follow up effectively

 Share the meeting recording after the session, but the best way is to record a quick debrief video right after the meeting and embed it into the report. Then you turn every quick note into specific action items you can share internally and with the clients. This way everybody understands the context and also you can see who watched the video and for how long to get some feedback about the engagement. Use the Task widget to summarize the next steps and export them to PSA tickets. If you use connectwise you can sync the complete project roadmap with Connectwise opportunities and projects.

By following these steps you can turn your in-person QBRs, Audits and Strategy meetings into effective, productive and profitable remote sessions. You’re the hero to your clients’ businesses right now!

Join the community  and  share your best practices or ask questions!


Myles Olson

Written by Myles Olson

Growing up in Thunder Bay, Ontario in the 80s was an exciting time in the advancement of personal computers. Myles 1st job was at a dial-up ISP managing racks of 28.8K MODEMs that would often overheat, melt, and sometimes catch fire. Having worked his way from the server room to the boardroom, since 1999, Myles works with IT professionals to standardize and communicate the business value of technology. Not just what an MSP does, but why they do it. This is crucial to long term client engagement in meaningful conversations. In 2001 Myles moved to Calgary, Alberta, Canada, and worked as an entrepreneur, with startups and giants in the software space; like CA & Autotask. Having been both a technologist as well as a sales & marketing professional, Myles has an eclectic perspective of the role of technology in business. Unafraid to say it as he sees it, Myles brings a passion for sales, and business success to every conversation. Unafraid to say it as he sees it, Myles brings a passion for sales, and business success to every conversation.