This article exists to help consolidate the various tips, best practices, and resources provided by CloudRadial to Partners in a single article for easy access.
Contact your account manager for further clarification on using these resources or creating a launch plan with best practices.
- Update Email Signatures
- Deploy Desktop App and/or Teams App
- Send Portal Introduction Email
- Schedule Client Meetings to Introduce the Portal
- Turn Off Email and Phone Support
- Customizable Launch Resources
Update Email Signatures
Please have your support team members update their email signatures to include your client portal information. This will help direct clients to self-service resources and reduce the need for repetitive inquiries.
Sample Email to Your Team
Action Required: Update Your Email Signature
Please update your email signature to include our client portal information. This will help direct clients to self-service resources and reduce the need for repetitive inquiries. Insert the following into your signature:
Client Portal: [portal].[yourcompany].com (Remember to hyperlink this with your portal URL)
Log in to submit and view your tickets, account details, and more.
Deploy Desktop App and/or Teams App
Send Portal Introduction Email
- Copy the sample text from the email below and modify as needed.
Schedule Client Meetings to Introduce the Portal
CloudRadial Partners that have the best success with adoption have scheduled brief onboarding sessions with clients to ensure that they understand how to use the portal effectively and maximize its benefits.
Personalized onboarding ensures that clients adopt the portal rather than ignoring introduction emails. Direct training will:
- Increase portal adoption rates significantly
- Reduce future support tickets by ensuring clients know how to find information
- Build stronger client relationships through personalized attention
- Prevent frustration from clients who struggle with new technology
- Create an immediate value demonstration of your enhanced service delivery
This investment in training will pay dividends in reduced support volume and improved client satisfaction.
Turn Off Email and Phone Support
Many CloudRadial Enterprise clients disable email and phone support to drive portal adoption. This approach is effective, but requires discipline.
For a gentler transition, use messaging like: "We're moving away from email and phone support to prevent missed communications and ensure all issues are properly tracked and resolved."
Direct clients to submit requests through the portal (web, Teams, desktop app, or chat with PSA integration) for faster resolution. Discourage email and phone except for outages and emergencies. Emphasize benefits: 24/7 access and quicker resolution without back-and-forth communication.
Customizable Launch Resources
The following resources are built to assist with launch processes for CloudRadial Partners. We utilize Canva as a medium to access some of these - you will need to create a free account to access them.
Sales Flyers
Solution Slicks
Please note: You will want to replace images with your portal's images. Images reflected in feature flyers may not always reflect the content, so double-check and customize them appropriately before distributing them to clients.
- Generic Feature Slick Template
- Smart Service (Incident Ticketing) Slick
- Smart Catalog (Service Catalog) Slick
- Smart Knowledge Base (Knowledge Base) Slick
- Smart Training (University Courses) Slick
- Smart Insights (Reporting Data) Slick
- Smart Strategy (Planner) Slick
Miscellaneous Portal Resources
Suggested Launch Email Template
Subject: Introducing Your All-New IT Hub
Dear [Client Name],
We're excited to introduce you to your new IT Hub, a dedicated space designed to transform our collaboration and provide you with faster, more effective IT support.
Why We're Making This Change
At [Your MSP Name], we believe communication and transparency are the foundations of excellent IT service. Your new IT Hub puts these values into action by creating a shared space where we can collaborate more efficiently than ever before and where you have complete visibility into our work together.
Key Benefits for Your Company:
- Streamlined Ticketing: Say goodbye to endless back-and-forth emails and texts that get lost in inboxes. Our guided ticket submission ensures we get all the information we need upfront, placing your requests directly into a high-priority queue.
- Complete Visibility: Track the status of your tickets in real time, view your entire support history, and provide feedback at any point in the process.
- Comprehensive Training Resources: Access our Learning Management System, where you can not only use our training materials but also create custom courses for your own team onboarding and training needs.
- Centralized Knowledge Base: Find solutions to common issues instantly without submitting a ticket.
For Your Administrative Team:
- Financial Transparency: View invoices and quotes directly through the portal.
- Insightful Reporting: Access detailed reports on your IT infrastructure, support trends, and more.
- Service Catalog: Access a complete catalog of IT services with simplified request processes. This includes guided workflows for employees' onboarding and offboarding that collect all necessary information in one submission, eliminating confusion and ensuring consistent service delivery.
Getting Started is Easy
Let’s schedule a brief 20-minute overview on [Date/Time] to help your team get familiar with the hub. Here’s the link you can use: [Enter Meeting Link Here]
In the meantime, you can access it at [Portal URL] using your Microsoft credentials or an email token.
Our goal is simple: to help you solve IT problems faster, communicate more effectively, and have greater control over your technology environment.
We look forward to showing you around our new shared space.
Best regards,
[Your Signature]
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