5 ways Quoter helps MSPs retain clients while revising their service agreements

As Managed Service Providers (MSPs) strive to adapt to ever-changing client needs, it becomes essential to revise service agreements periodically. However, this task can be riddled with challenges, such as effectively communicating these changes to clients and ensuring a smooth transition. 

In this article, we will explore five ways Quoter, an end-to-end quote-to-cash platform with Contract Management tools, can assist MSPs in retaining clients while revising their service agreements.

When is it time to revise a service contract?

Before delving into the benefits of using Quoter, it’s crucial to understand when it is appropriate to revise a service contract. Service agreements should be revisited when substantial changes in scope, pricing, or terms exist. Keeping contracts up-to-date ensures that both parties align, promoting transparency. As Evan Pappas at ScalePad says, “Relationships between MSPs and clients come down to one thing: trust.” 

Change in scope 

One of the critical factors that may necessitate a revision of a service contract is a change in scope. As projects evolve and progress, it is not uncommon for the initial scope of work to expand or contract. This can happen due to various reasons, such as new client requirements, unforeseen challenges, or changes in the overall business landscape. 

When the scope of a project changes significantly, it is essential to revise the service contract to reflect the updated deliverables, timelines, and responsibilities.

Change in pricing

Another critical aspect that may trigger the need for a contract revision is a change in pricing. In today’s dynamic business environment, market conditions and costs may vary over time. It is essential for service providers to periodically review their pricing structure to ensure it remains competitive and aligned with the value they deliver. Similarly, clients may also require adjustments in pricing due to budgetary constraints or changes in their business circumstances. Revising the service contract to reflect the updated pricing allows both parties to maintain a fair and mutually beneficial agreement.

Changes in terms and conditions 

Furthermore, changes in terms and conditions can also necessitate a revision of the service contract. Terms such as payment schedules, termination clauses, intellectual property rights, and confidentiality agreements play a crucial role in defining the relationship between the service provider and the client. As business dynamics evolve, it is essential to ensure that these terms remain relevant and enforceable. By periodically revisiting and updating the contract, both parties can address any potential gaps or ambiguities and ensure that the agreement remains legally sound.

Staying proactive

Aside from these specific triggers, reviewing service contracts on an ongoing basis is generally good practice, even without significant changes. This proactive approach helps maintain open communication lines between the service provider and the client, fostering a strong and collaborative partnership. Regular contract revisions also provide an opportunity to evaluate the effectiveness of the existing agreement and identify areas for improvement or optimization.

In conclusion, revising a service contract is necessary when there are substantial scope, pricing, or terms changes. By keeping contracts up-to-date, both parties can ensure that their expectations are aligned and that the agreement remains fair and mutually beneficial. Regular contract revisions also promote transparency and trust between the service provider and the client, fostering a strong and collaborative partnership.

Related: “MSPs: 9 clues it’s time to update your recurring service contracts“

Challenges of introducing revised terms to clients

Introducing revised terms to clients can be fraught with challenges. For example, clients may feel uncertain or resistant to change, potentially leading to frustration or dissatisfaction. Managed Service Providers (MSPs) must navigate this process delicately to minimize any negative impact on the client relationship.

Approaching the client with sensitivity

When presenting revised terms to clients, approaching the conversation with sensitivity is vital. MSPs should articulate the need for changes, clearly explaining the benefits and how they align with the client’s evolving business requirements. By showcasing a deep understanding of their needs, MSPs can foster a sense of collaboration and keep clients engaged throughout the process.

1. Using Quoter for clear communication

Quoter provides MSPs with features to facilitate effective communication during the revision process. One such feature is Single Select, which allows MSPs to present more than one purchasing option. By enabling clients to choose from pre-defined options, it becomes easier to convey the changes concisely and user-friendly.

Quote Bundles is another valuable feature that allows MSPs to package services together, streamlining the process of presenting revised agreements. Offering services in bundles simplifies decision-making for clients and helps MSPs highlight the additional value they bring.

Quote Sections is another powerful Quoter feature for presenting revised service agreements. It enables MSPs to break down a complex service contract into easily digestible sections. This organization facilitates clear and transparent communication, ensuring that clients fully comprehend the revised terms.

2. Enhancing Control with Quoter Optional Items

Quoter’s Optional Items empower MSPs to provide clients with more control over the outcome. By offering optional services or add-ons through Quoter, MSPs can give clients the flexibility to tailor the revised agreement to their specific requirements. This customization fosters a sense of ownership and flexibility, thereby increasing client satisfaction and reducing resistance to change.

3. Streamlining the payment process

Automated payments have become increasingly popular, offering ease and convenience for both clients and MSPs. Quoter allows MSPs to incorporate automatic payment options directly within the revised service agreement. Automating payments expedites invoicing, reduces manual errors, and enhances the overall client experience. By enabling seamless and hassle-free payment transactions, MSPs improve client retention rates.

Furthermore, Quoter’s integration with popular payment gateways ensures a secure and reliable payment process. Clients can have peace of mind knowing that their financial information is protected.

In conclusion, introducing revised terms to clients requires careful consideration and effective communication. By leveraging Quoter’s features, MSPs can navigate this process with sensitivity, clarity, and enhanced control. Ultimately, this approach not only strengthens the client relationship but also contributes to the long-term success of the MSP.

4. Including the updated contract as part of the quote

When revising a service agreement, Managed Service Providers (MSPs) can seamlessly leverage Quoter’s functionality to integrate the updated contract within the quote. This feature simplifies the process and enhances the overall client experience.

With Quoter, MSPs can effortlessly present the revised terms and conditions to their clients. By including the updated contract within the quote, MSPs ensure clients have a comprehensive view of the changes. This eliminates any potential confusion or misunderstandings arising from separate documents or multiple versions of the agreement.

Transparency is critical in building strong client relationships, and Quoter’s integration of the updated contract promotes just that. MSPs demonstrate their commitment to open communication and honesty by presenting the revised agreement alongside the quote. Clients appreciate this level of transparency, as it allows them to fully understand the terms and conditions they are agreeing to.

No-fuss payment processes

Streamlining the acceptance process is another advantage of including the updated contract within the quote. Instead of requiring clients to review and sign separate documents, Quoter enables MSPs to consolidate all necessary information in one place, saving time for both parties and reducing the chances of any delays or errors that may occur when dealing with multiple documents.

Moreover, by integrating the updated contract within the quote, MSPs can ensure that clients are aware of any changes made to the service agreement. This proactive approach helps avoid any potential disputes or disagreements, as clients are fully informed and can raise any concerns or questions before accepting the quote.

Ultimately, including the updated contract within the quote using Quoter’s functionality is a win-win for MSPs and their clients. It promotes transparency, streamlines the acceptance process, and enhances client satisfaction. With Quoter, MSPs can confidently present their revised service agreements, knowing that they are providing their clients with a comprehensive and clear view of the terms and conditions.

5. Discounts for signing up

Every client appreciates incentives, and discounts can serve as a powerful motivator. MSPs utilizing Quoter can offer exclusive discounts for signing up under the revised agreement. By providing these incentives, MSPs demonstrate their commitment to the client’s success and create a sense of urgency to act upon the revised terms. This tactic can significantly increase client retention rates during the revision process.

Percentage-based discounts

When it comes to offering discounts, MSPs have various strategies at their disposal. One approach is to provide a percentage-based discount, where clients receive a certain percentage reduced from their monthly service fees. This type of discount can be particularly appealing to clients looking to reduce their expenses without compromising the quality of service they receive.

Fixed-amount discounts

Another option is to offer a fixed amount discount, where clients receive a specific dollar amount off their total bill. This approach can be advantageous for clients who have a clear understanding of their budget and want to have a predictable monthly expense. By offering this type of discount, MSPs can attract clients who are looking for cost savings while still receiving top-notch services.

Value-add incentives

In addition to monetary discounts, MSPs can also consider offering value-added incentives. These incentives can include free add-on services, extended support hours, or priority access to new features and updates. By providing these extra benefits, MSPs can differentiate themselves from competitors and create a sense of exclusivity for clients who sign up under the revised agreement.

MSPs should take the time to communicate the details of these discounts and incentives clearly to their clients through personalized emails, dedicated landing pages on their website, or even face-to-face meetings. MSPs can increase client engagement and encourage prompt action by explaining the benefits of signing up under the revised agreement and highlighting the value of the offered discounts.

Conclusion

In conclusion, MSPs face unique challenges while revising service agreements. However, by leveraging Quoter’s powerful features, MSPs can mitigate these challenges and enhance client satisfaction. From clear communication through various Quoter tools to providing flexibility and streamlining the payment process, Quoter enables MSPs to navigate the revision process seamlessly.

With Quoter’s assistance, MSPs can retain clients while implementing necessary changes, reinforcing strong client relationships, and setting the stage for long-term success. 

See a demo to start hassle-free quoting with Quoter.