Every MSP onboarding request currently requires a series of manual steps performed entirely by the BDM — Cloud Services role. These steps include email domain qualification, CRM cross-reference, CPP membership verification, duplicate organization checks, platform provisioning, CRM update, and a manually composed welcome email. The process has no automation at any stage.
The primary bottleneck is the qualification loop: when a dealer submits using a generic email domain (Gmail, Yahoo, Outlook.com, etc.), the BDM cannot automatically verify identity or CPP status. This triggers a manual inquiry loop that introduces a delay of 24–72 hours per affected request — during which the dealer's interest and momentum can lapse.
Additionally, the current single-touch welcome email provides no structured follow-up, meaning dealers who do not activate immediately have no subsequent prompt to do so. The result is a measurable gap between provisioned dealers and dealers who actively sell MSP subscriptions to end customers.
| Step | Path | Current Time | Proposed Time | Savings |
|---|---|---|---|---|
| Email domain check & CRM lookup | All requests | 10–15 min | ~0 min (automated) | 10–15 min |
| Generic email qualification inquiry + follow-up | ~40% of requests | 30–90 min + 24–72 hr delay | ~0 min (form-side prompt) | 30–90 min + delay eliminated |
| CPP verification | All requests | 5–10 min | ~0 min (auto-lookup) | 5–10 min |
| Duplicate org check | All requests | 5–10 min | ~0 min (automated) | 5–10 min |
| CRM update — CP Org Number | All provisioned | 5 min | ~0 min (trigger write-back) | 5 min |
| Welcome email composition & send | All provisioned | 10–15 min | ~2 min (review + send Touch 1) | 8–13 min |
| Follow-up email touches (2–4) | All provisioned | 15–20 min/dealer | ~0 min (CRM sequence) | 15–20 min |
| Total per clean request | ~45–65 min | ~5 min | ~40–60 min saved | |
| Total per generic-email request | 75–155 min + delay | ~5 min | 70–150 min + delay saved |
The primary revenue mechanism of this proposal is the increase in dealer activation rate produced by a faster onboarding experience and a structured 4-touch follow-up sequence. A current baseline activation rate has not yet been established in Salesforce — the first deliverable of this proposal's implementation is to capture this metric. Projections below are structured around activation rate improvement at confirmed provisioning volume.
| Scenario | Activation Rate Lift | Additional Active Dealers/Mo (at 41 provisioned/mo) |
Additional ARR/Year (avg. 16 cameras @ $3/mo) |
|---|---|---|---|
| Conservative +10 pts | Baseline + 10 percentage points | ~4 dealers/month | $27,648 |
| Moderate +20 pts | Baseline + 20 percentage points | ~8 dealers/month | $55,296 |
| Optimistic +35 pts | Baseline + 35 percentage points | ~14 dealers/month | $96,768 |
Add a real-time domain validation step to the MSP contact form at digital-watchdog.com/msp-contact-form. When a submitter enters their email, the form checks the domain against a list of known generic providers. If generic, the form prompts the user to provide a business email or company website before submission proceeds.
Simultaneously, the form performs a CRM lookup on the email domain to surface CPP membership status. If the account is found and CPP-verified, the case is created and routed directly to provisioning. If not found or not CPP-verified, the case is flagged accordingly in the CRM before it reaches the BDM.
Systems involved: Web form (digital-watchdog.com), Salesforce CRM, email domain blocklist. Estimated effort: Front-end form logic + CRM API lookup. Web team + Salesforce admin.
When an organization is created on the MyDW or Spectrum Enterprise platform, the generated CP Organization Number is currently written back to the CRM manually by the BDM. This component automates that step using a webhook or API call from the provisioning platform to the Salesforce CRM.
Upon successful org creation: the CP Org Number is written to the Subscriptions Object on the Account record, the Opportunity stage advances to "Provisioned — Onboarding Active," and the email sequence trigger fires.
Systems involved: MyDW platform API, Spectrum Enterprise API, Salesforce CRM. Dependency: Requires platform team to confirm API availability for org creation events. Estimated effort: Platform team + Salesforce admin.
Once a dealer Opportunity reaches "Provisioned — Onboarding Active" status, a Salesforce email sequence automatically sends the three follow-up touches at defined intervals. Touch 1 remains manually triggered by the BDM to allow for CP Org Number personalization. Touches 2, 3, and 4 require no human action.
Sequence pauses automatically if the dealer replies to any email (indicating active engagement) or if the Opportunity stage advances to "First Key Sold." Touch 4 response triggers a task notification to the BDM for personal follow-up if no activation has occurred.
Systems involved: Salesforce CRM (email sequence / flow). Estimated effort: Salesforce admin configuration only. Email templates already written and approved.
This proposal is not a point solution for a single product. The workflow being automated — intake, qualification, provisioning notification, CRM update, email sequence — is the same workflow required for every current and future DW Managed Service Platform.
Building it correctly now means DW Cumulus and DW MetaPix launch with a tested, automated onboarding infrastructure on day one. The alternative is repeating this manual process — and its associated activation gap — for every new product launch.
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