DW MSP · Dealer Success Playbook

Your First
90 Days

A week-by-week action plan from the day your organization goes live to your first active managed service customer — with clear goals, specific actions, and the resources to get there.
For
Newly Provisioned DW CPP Dealers
Goal
First Subscription Key Sold Within 90 Days
Platforms
myDW · DW Spectrum Enterprise
Days 1–30
Phase 1 — Foundation
Get oriented. Know your portal.
Days 31–60
Phase 2 — Pipeline
Identify targets. Have first conversations.
Days 61–90
Phase 3 — Revenue
First key sold. Subscription live.
Before You Start

How to Use This Playbook

Your organization is provisioned and your access is live. This playbook is your map for the next 90 days. It tells you what to do, in what order, and why — so you're not figuring it out as you go.

The goal is simple: by day 90, you have at least one customer actively subscribed to a DW managed service platform. That first subscription is the proof of concept for your whole business. Once you've sold one, you know the process, you know the conversation, and the next ten are easier than the first one.

Work through the actions week by week. Check them off as you go. If you get stuck, the escalation paths are listed at the end of each phase. Don't wait until day 60 to ask a question you had on day 5.

The 90-Day Target Not every dealer will close their first sale within 90 days. Some will close it in two weeks. Some will take longer. The point of 90 days is not a deadline — it is a forcing function. A dealer with a clear timeline acts. A dealer with no timeline waits.
Your Key References — Keep These Handy
Your CP Org Number (myDW)
From your welcome email — starts with CP-
Portal Login
mydw.cloud/login
Request a Demo Key
Contact your DW sales representative
Technical Support
support.digital-watchdog.com
Order Subscription Keys
Through your DW distributor — same as hardware
Cloud Services Contact
Reply to your DW Cloud Services welcome email
1–30
Days
Phase 1 — Foundation
Know your portal, understand the product, identify your first targets
Phase 1 Milestone
Portal active + 3 targets identified

Phase 1 is entirely internal — no customer conversations required yet. Your job this month is to get comfortable with the platform you're selling, understand how the keys and billing work, and identify the first three customers you're going to talk to. Everything in Phase 2 depends on how thoroughly you do Phase 1.

Week 1
Get Your Portal Live and Learn It
  • Log into your CP portal for the first time
    Use the credentials from your welcome email. Confirm your organization appears correctly — name, address, primary contact. If anything is wrong, reply to your welcome email immediately.
    Portal
  • Navigate all five main sections of the dashboard
    Spend 20 minutes clicking through Organizations, Devices, Users, Reports, and Alerts. You don't need to understand everything — you need to know where everything lives so you're not fumbling during a customer demo.
    Portal
  • Watch the dealer onboarding webinar recording
    The link was sent in your Day 3 email from DW Cloud Services. 30 minutes. Covers portal navigation, key assignment workflow, and the customer conversation. This is the fastest way to get up to speed.
    Learning
  • Read the Dealer Field Guide for Selling Managed Services
    Included in your onboarding emails from DW Cloud Services. Chapter 4 (the sales conversation) and Chapter 5 (pricing) are the most immediately useful. Read those two first if time is short.
    Learning
Week 2
Create a Test Customer Org
  • Request a demo key from your DW sales rep
    A demo key lets you experience the platform as your customer would — without spending a real subscription. Call or email your sales rep and ask for one. They are provided on request.
    Sales Rep
  • Create a test organization in your CP portal
    Navigate to Login → Organization List → EU Org. Use a fictional company name like "Demo Site — [Your Company]." Fill in a real address and your own contact email. This is your sandbox — you'll use it to practice the workflow before doing it for a real customer.
    Portal
  • Assign the demo key to your test org and connect a device
    Assign the demo key to your test organization following the subscription workflow. Connect a DW recorder or camera you have access to. Watch the device appear in the health dashboard. Trigger a test alert if possible. This is the experience your customer will have — you need to have seen it yourself first.
    Portal
  • Test the Video Share feature
    Select a short clip from your test device, generate a Video Share link, and send it to yourself. Open it from your phone. This is the feature customers most respond to in demos — you need to know how it works from both sides.
    Portal
Why the Test Org Matters Dealers who practice the workflow on a demo org before their first real customer make fewer errors, answer questions faster, and project more confidence. The 45 minutes you spend on the test org in Week 2 will save you three hours of uncertainty over your first five customer setups.
Week 3
Identify Your First Three Targets
  • Pull your last 3 years of installation records
    Work orders, invoices, or your CRM. You're looking for any customer who has DW hardware currently installed. This is your entire potential pipeline.
    Admin
  • Filter for high-fit profiles
    Flag anyone with more than one site, more than 16 cameras, in retail, property management, schools, warehouses, healthcare, or hospitality. These are your highest-probability first conversations. Refer to Chapter 3 of the Dealer Field Guide for the full profile list.
    Targeting
  • Choose your top three targets and note their camera counts
    Write down the company name, your contact there, roughly how many cameras they have, and when you last spoke to them. Three targets. That's all you need for Phase 2. Quality over quantity.
    Targeting
Week 4
Prepare Your Customer Materials
  • Download or print the myDW End-User One-Pager
    Available from your DW Cloud Services contact. This is the leave-behind for customer conversations — one page, non-technical, benefit-focused. Have a digital copy on your phone and physical copies in your truck.
    Customer Materials
  • Calculate the monthly and annual cost for each of your three targets
    Use the pricing formula: number of cameras × $3 = monthly cost × 12 = annual cost. Write these down per customer before the conversation. Being able to say "$48 a month on your system" without pausing to calculate it makes a meaningful impression.
    Preparation
  • Choose your opening question for each target
    Refer to Chapter 4 of the Dealer Field Guide. Pick the opener that fits each customer's vertical. Write it down. Practice it out loud once. That's all the preparation you need for the conversation.
    Preparation
✓
Portal Active
Logged in, demo org created, test key assigned
3
Targets Identified
Name, camera count, and opener ready for each
✓
Materials Ready
One-pager, pricing calculated, opener practiced
31–60
Days
Phase 2 — Pipeline
Have the conversations, run the demos, get to a decision
Phase 2 Milestone
At least 1 demo completed

Phase 2 is where the work moves from internal preparation to external conversations. Your job this month is to reach each of your three targets, have the opening conversation, and get at least one of them to the demo stage. A customer in the demo stage almost always buys.

Week 5
Have the First Conversation
  • Contact your first target — call, visit, or next scheduled service
    Don't create a separate sales appointment. Use a touchpoint you already have — a service call, a routine check-in, or a phone call you'd make anyway. The conversation takes three minutes if the opener lands. Lead with your question, not the product.
    Customer
  • Leave the one-pager regardless of the outcome
    Even if the customer says "not right now," leave the one-pager. It plants a seed. More than one customer who said "not right now" has called back two weeks later because the one-pager was sitting on their desk when an incident happened.
    Customer
  • Note the response and next step
    Three outcomes: interested (schedule demo), not now (note follow-up date), hard no (move to next target). Log it somewhere — even a note in your phone. A next step without a date is not a next step.
    Admin
Week 6
Contact Targets 2 and 3 — Run Your First Demo
  • Reach targets 2 and 3 this week
    Same approach as Week 5. You're building momentum, not perfecting technique. Expect one strong response, one "maybe," and one "not now" across your first three — that's a normal distribution. The strong response is your demo candidate.
    Customer
  • Schedule and run your first platform demo
    Use your demo org and a device you have access to. Walk the customer through the health dashboard, show a camera alert, demonstrate Video Share. Keep it under 20 minutes. The goal is not to show everything — it's to show the three things that matter to that specific customer's pain points.
    Demo
  • Ask for the decision at the end of the demo
    Don't leave without asking. "Do you want to get this set up on your account?" is the only closing question you need. If they say yes, you're in Phase 3. If they say "I need to think about it," ask what specifically they need to think through — then address it before you leave.
    Close
If the Demo Goes Well But They Don't Sign Today Set a specific follow-up: "I'll send you the pricing summary today and follow up Thursday — does that work?" A named day and a specific deliverable is 10× more likely to result in a decision than "I'll be in touch." Send the summary within two hours of leaving the meeting.
Week 7
Follow Up + Expand Your Target List
  • Follow up on all open conversations from Weeks 5–6
    Anyone who said "maybe" or "let me think about it" gets a follow-up this week. A specific question works better than a check-in: "Did you have a chance to look at the pricing I sent?" is better than "Just following up."
    Follow-Up
  • Add three more targets to your list
    Go back to your installation records. Now that you've had real conversations, you'll spot the right profile faster. Add three new targets for weeks 8 and 9. Keep the pipeline moving — managed service sales is a numbers game at the start.
    Pipeline
Week 8
Include Managed Services on Your Next New Install Quote
  • Add myDW as a line item on your next new installation quote
    This is the habit that compounds fastest over time. Every new install quote from this point forward includes managed services as a line item — not a conversation, not an email, a line item. Customers who see it on the quote rarely push back. Customers who hear about it after the install almost always do.
    New Installs
  • Use the quote line item language from the Dealer Field Guide
    Chapter 5 of the Dealer Field Guide includes a sample line item description. Copy it into your quote template. This is a one-time change to your quoting process that will affect every install you close from this point forward.
    Admin
3+
Conversations Had
At least one of your three original targets reached
1
Demo Completed
Customer has seen the platform on a live device
✓
Quote Template Updated
Managed services on every new install quote going forward
61–90
Days
Phase 3 — Revenue
Close your first subscription, get them live, protect the renewal
Phase 3 Milestone
First key sold + customer live

Phase 3 is where the work becomes revenue. Your job this month is to close your first subscription, get your customer actively using the platform, and start thinking about the second and third customers already in your pipeline. The goal by day 90 is not just a signed order — it's a customer who has logged in, has seen a health alert, and understands the value of what they're paying for.

Week 9
Close the First Subscription
  • Follow up on your strongest demo prospect and ask for the decision
    If you haven't already received a yes from your Phase 2 demo, this is the week to close it. A direct ask: "Are you ready to move forward? I can have your account set up this week." If they're still hesitant, ask what's holding them back — then solve that specific objection.
    Close
  • Order the subscription keys from your distributor
    Once you have a yes, order the keys the same day. Use the channel count matching table from Chapter 5 of the Dealer Field Guide to select the right key combination for the exact camera count at the customer's site. Order before you provision — keys should be in hand before the org goes live.
    Distribution
  • Create the customer organization in your CP portal
    Navigate to Login → Organization List → EU Org. Use the customer's actual business name, address, and their primary contact's email. This is not the test org — this is the real one. Double-check the contact email before saving: the customer's login invitation goes to this address.
    Portal
  • Assign the keys to the customer org
    From within your CP organization, navigate to the Subscription tab at the top level. Find the customer's end-user organization in the list. Click the blue "Activate Key" button to the right of their org name. Enter the key code and confirm. The subscription clock starts from this moment — do not activate until the customer's site is ready and devices are connected.
    Portal
Week 10
Get the Customer Live
  • Walk the customer through their first login
    Do this in person or via screenshare — not by sending instructions and hoping for the best. Log in together. Show them where their cameras appear, what a healthy status looks like, and how to read the dashboard. This takes 20 minutes and dramatically increases the likelihood they'll log in again on their own.
    Onboarding
  • Confirm all cameras are connected and showing healthy
    Before you leave or end the call, confirm every device is appearing in the dashboard and showing a healthy status. Any camera that isn't connecting needs to be resolved now — not discovered three weeks later when the customer checks in.
    Onboarding
  • Show them Video Share before you leave
    Pick a 30-second clip, generate a Video Share link, send it to the customer's email, and watch them open it on their phone. This single feature is responsible for more customer enthusiasm than anything else on the platform. Demonstrate it on the first session.
    Onboarding
Week 11
30-Day Check-In Plan + Start Customer 2
  • Set a calendar reminder for your first customer's 30-day check-in
    30 days from the day they went live. A five-minute call: "How's everything looking in the dashboard? Any alerts you've had questions about?" This call protects your renewal. It also opens the door to "by the way, do you have any other locations we should talk about?"
    Retention
  • Begin the conversation with your second target
    You now have a live customer and a real demo to reference. "I just got [similar business type] set up on this — let me show you what they're seeing" is one of the most effective selling tools you now have. Use it.
    Pipeline
Week 12
Review, Set Targets for Month 4+
  • Complete the 90-Day Review
    How many conversations did you have? How many demos? How many subscriptions sold? Be honest. One subscription in 90 days is the target — but the pipeline you've built during these 90 days is worth as much as the first sale.
    Review
  • Set Month 4 targets: 2 new subscriptions
    You've done the hard part — learned the platform, built the process, closed the first one. Month 4 gets easier. Target 2 new subscriptions. You now have a reference customer, a demo workflow, and a quote template that automatically includes managed services. The infrastructure is built. Use it.
    Planning
  • Set the renewal reminder for your first customer
    Check the key expiry date in your CP portal. Set a calendar reminder for 45 days before it. The renewal conversation at 45 days is relaxed and straightforward. The one at 5 days is not.
    Renewal
1+
Keys Sold
First live paid subscription assigned and active
✓
Customer Live
Logged in, cameras healthy, Video Share demonstrated
2
Month 4 Target
Next subscriptions already in your pipeline
What Day 90 Actually Looks Like You have one paying customer on myDW. Their cameras are live in your CP portal. You know how to provision, how to assign keys, how to run a demo, and how to close the conversation. You have two more prospects in your pipeline. And you have a quote template that puts managed services in front of every new customer you quote from this point forward. That is not a small thing. That is a recurring revenue business — started.
90-Day Summary

What You Should Have by Day 90

Phase 1 — Foundation
  • Portal active and navigated
  • Demo org created and tested
  • Demo key used on real device
  • Webinar watched, field guide read
  • 3 targets identified with pricing calculated
Phase 2 — Pipeline
  • 3+ customer conversations had
  • At least 1 live platform demo run
  • One-pager left with every contact
  • Quote template updated for new installs
  • Pipeline expanded to 6 targets
Phase 3 — Revenue
  • First subscription key sold
  • Customer org created in CP portal
  • Customer live — first login completed
  • 30-day check-in scheduled
  • Renewal reminder set
Support & Escalation

When to Ask for Help — and Who to Call

Don't wait until something is a problem. These are the right contacts for each type of issue.

Situation Who to Contact How
Can't log into your CP portalDW Technical Supportsupport.digital-watchdog.com
Questions about pricing or key orderingYour DW Sales RepresentativeDirect contact from your distributor relationship
Need a demo keyYour DW Sales RepresentativeCall or email — accommodated on request
Stuck on provisioning or portal workflowDW Cloud ServicesReply to your welcome email — 20-minute walkthrough available
Customer having technical issues on platformDW Technical Supportsupport.digital-watchdog.com
Feedback or suggestions about the programDW Cloud ServicesReply to your welcome email — we read every response