sales documentation for msps

Documentation in the MSP Sales Process

This Two Minute Sales Tip speaks to the importance of documentation in your MSP sales process:

If you’re a Managed Services Provider, you likely are already using documentation in your business on a daily basis. Service desk documentaion ensures that your clients are having a seamless and predictable experience with your support team.

Documentation is important in the sales process for the same reasons that it’s important in the support process.

How Does Documentation Help Grow Your MSP Sales?

Proper documentation is mandatory to effectively manage turnover events. Your sales prospecting team is going to churn.

Accept this. It is the nature of the role.

Great prospectors eventually get promoted. Bad prospectors leave.

In order to ensure that you’re not losing opportunities, your documentation process must allow anyone to pick up where the last person left off.

How do you Start Creating Sales Documentation for your MSP?

Ensure that your MSP sales prospecting team is entering data into your CRM/PSA in the exact same way.

  1. Provide them with Standard Operating Procedures that outline your Data Integrity Policies – how does data go in? Where does it go? What fields are mandatory? How do you abbreviate things? Proper training is essential to policy compliance and consistency.
  2. Eliminate as much human error as possible by creating custom user defined fields in your CRM/PSA that have picklists instead of free text entry. For example, you may want to create a picklist of your competitors if you’re collecting data on who your prospects are currently working with. This allows you to search for all contacts using a certain competitor, and ideally tailor marketing that speaks to that!
  3. Spot check your database daily. Eliminate issues immediately instead of letting bad habits form. Issue correctives and demonstrate proper data integrity for your team.
  4. Don’t let your superstars slide – everyone is responsible for ensuring the long term success of your sales pipeline. Data integrity needs to be part of your corporate culture, which means you hire and fire to it.

Real life scenarios:

1. Imagine your best sales rep leaving tomorrow. Now, imagine all of his notes are written in a black book that he keeps with him, not in your CRM. How will you know what your prospects were interested in? All notes created by your team are your intellectual property, and they should live in your database. Otherwise, you’re starting all over again every time someone on your sales team leaves.

2. Your sales rep goes on maternity leave, but decides not to return to work. You hire someone to replace her and then realize that she was using a daytimer to track her follow up calls, not your CRM. You have no way of knowing when her leads require the next touch.

These are just a few ways that a lack of documentation can hurt your sales process.

Documentation Creates Professional and Personalized Interactions

Another important consideration is the user experience provided by documentation. You look unprofessional and unorganized when you accidentally call the same lead multiple times in the same week, or call in to prospect an account that someone else on your team met with the week before. Documentation – and people understanding where to look for what information before making a call – is essential to putting your best foot forward each and every time you reach out to a prospect.

Tracking birthdays, asking how a vacation went, asking after a new addition to the family – all of these small things create memorable prospect experiences. You won’t remember these details when you’re 1000 dials deep in your week. Proper documentation ensures you can maintain a personal touch in a high volume environment.

Interested in learning more about documentation and the MSP sales process?

If you’re interested in learning more about how Managed Sales Pros can help you create a better sales process, email us at or call us at 1-844-466-2624