Client communication plan during takeover
Overview
Humans fear change. Cadence + honesty reduce shadow IT springing up when users distrust new helpdesk numbers.
Audiences
Executives (risk/budget), middle managers (workflow impact), all staff (how to get help), vendors (support escalation paths).
Channels
Email from customer exec sponsor endorsing MSP; intranet tile; Teams announcement; optional town hall Q&A.
Content blocks
- Start date and hours
- How to open tickets (portal link, caller ID expectations)
- Password reset process changes
- What is not changing (email address format) to lower anxiety
Escalation
Name single executive DRI on client side for disputes—prevents fifty side channels.
Feedback loop
First 30 days weekly internal MSP huddle reviewing sentiment tickets—adjust comms quickly.
PR caution
Never bash prior provider in writing—defamation and awkward LinkedIn drama.
Archive
Publish timeline PDF in client portal KB for future hires.
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