Process Design
Run your MSP on process, not memory.
We map, document and standardize the workflows behind your service delivery and back office, then build them into your PSA and RMM so every client gets the same great experience, no matter who picks up the ticket.
- Workflows built into your tools
- SOPs your team will use
- KPIs from day one
The Problem
Does everything depend on a few key people?
Growth exposes every undocumented workflow.
Onboarding is different every time
New clients and new hires get a different experience depending on who’s available that week.
Knowledge lives in heads
When a senior tech is out, tickets stall and the same questions get asked over and over.
Handoffs break
Details get lost moving from sales to onboarding to service to billing.
We turn tribal knowledge into documented, automated workflows.
What’s Included
Workflows that hold up as you grow
Every process is documented, owned and built into the tools your team already uses.
Workflow mapping
MAPPING
See how work actually flows today, from first contact to final invoice, and where it breaks.
Standard operating procedures
SOPS
Clear, short SOPs your team can follow, find and keep updated.
Client onboarding
ONBOARDING
A repeatable onboarding project with tasks, owners, checklists and timelines.
Dispatch and triage
DISPATCH
Rules for prioritizing, assigning and escalating tickets so nothing sits in the queue.
KPIs and scorecards
METRICS
The numbers that matter: utilization, SLA attainment, response time and effective hourly rate.
Built into your tools
AUTOMATION
Processes configured into HaloPSA and your RMM, so the system enforces the standard.
Our Approach
How we build your playbook
STEP 01
Interview
We talk to owners, techs, dispatchers and admins about how work really gets done.
STEP 02
Map
We document current and target workflows and agree the changes with you.
STEP 03
Build
We configure the workflows in your PSA and RMM and write the SOPs.
STEP 04
Adopt
We train the team and refine everything after 30 days of real use.
Why Metrik7
We’ve built these playbooks before.
Having run MSPs, we start from proven patterns instead of a blank page, then adapt them to your business. The result is practical, not theoretical.
- Practical SOPs, not shelfware
- Tied directly to your PSA configuration
- Measurable KPIs from day one
- Security-minded process design
Who We Help
When MSPs bring us in
FAQ
Process design questions, answered
Have a question we didn’t cover? We’re happy to talk it through.
Do we need process design before a PSA implementation?
It helps. Every Halo onboarding includes some process design, and a dedicated engagement goes deeper across your whole operation.
What do we get at the end?
Documented workflows and SOPs, the matching PSA and RMM configuration, and a KPI scorecard to track.
How long does it take?
It depends on how many workflows are in scope. We’ll agree the scope and timeline with you in writing up front.
Can this help us prepare for an acquisition?
Yes. Documented processes and clean metrics make an MSP easier to value, sell and transfer.
Related Services
Built to work together
HaloPSA Implementation
PSA
Run your new processes in Halo.
Learn more
RMM Implementation
RMM
Automate the technical side.
Learn more
Halo ProAdmin
ADMIN
Keep your workflows improving every week.
Learn more
Free Consultation
Let’s build a better MSP
Whether you’re choosing a PSA, migrating to Halo or cleaning up an instance that grew out of control, we’ll help you work out the right next step. No pressure, no pitch deck.
- No strings attached
- Honest advice, even if we’re not the right fit
- Midland, Michigan · team across the US