Standard Operating Procedure · v1.0

MSP Dealer / Installer
Onboarding SOP

The complete step-by-step procedure for qualifying, provisioning, and activating new channel partner organizations across DW's managed service platforms.
Scope
MyDW · DW Spectrum Enterprise
Role
BDM — Cloud Services
Version
1.0 · March 2026
Status
Active — Pending Automation Review
Overview

Process Summary

1. Case Received
›
2. Email Qualification
›
3. CPP Verification
›
4. Duplicate Check
›
5. Org Provisioning
›
6. CRM Update
›
7. Welcome Email
~5 min
Recognized Email
Variable
Unrecognized Email
1–2 days
Max w/ Inquiry Loop
4 touch
Post-Provision Sequence

The primary source of processing delay is the qualification loop triggered when a dealer submits a request using a generic email domain (Gmail, Yahoo, Outlook.com, etc.). All other steps are low-friction and require minimal time. This SOP documents all paths including the inquiry loop so the process can be standardized, delegated, and eventually automated.

1
Case Received via Web-to-Case
System Triggered

A dealer or installer completes the MSP contact form at digital-watchdog.com/msp-contact-form. This generates a case in the CRM. The case will contain the following data fields:

Submitter Name
Form field — primary contact
Company Name
Form field — business name
Email Address
Form field — determines qualification path
Phone Number
Form field
Primary Contact Name
Form field — org admin
Primary Contact Email
Form field
Billing Contact Name
Form field
Billing Contact Email
Form field
Platform(s) Requested
myDW and/or Spectrum Enterprise
SLA Accepted
Per platform — required for provisioning
CRM Auto-Populate If the submitting email is recognized in the CRM, the account fields (company, contacts) will pre-populate. Proceed directly to Step 3. If not recognized, proceed to Step 2.
↓
2
Email Domain Qualification
Decision Point

Check the domain of the submitting email address. This determines which qualification path applies.

🔍 Is the email domain a recognized corporate/business domain in the CRM?
✅ Yes — Corporate Domain
CRM record is matched. Account, contacts, and company details are auto-populated. Proceed to Step 3 (CPP Verification).
⚠️ No — Generic Domain
Email uses Gmail, Yahoo, Outlook.com, or similar free service. CRM match is not possible. Manual qualification required. Proceed to Step 2a (Inquiry Loop).
Common Generic Domains Requiring Manual Qualification gmail.com · yahoo.com · outlook.com · hotmail.com · icloud.com · aol.com · me.com
⚠️ Step 2a — Manual Qualification Loop (Generic Email)

This is the primary source of processing delay. Follow these steps in order before proceeding:

  • Search the CRM by company name (from the form). Check for an existing account record that matches.
  • If a record is found: verify that the submitting contact name matches a known contact on the account. If yes, link and proceed.
  • If no record is found, or company name is ambiguous: send a qualification inquiry email to the submitter requesting their corporate email address or company website domain for identity verification. Log the inquiry date on the case.
  • Upon response: re-search the CRM with the provided domain. If matched, proceed to Step 3. If still unmatched, escalate to determine if dealer should be directed to complete CPP enrollment first.
Do Not Provision Do not create an org for any dealer that cannot be verified as a CPP member. Provisioning an unqualified dealer creates a duplicate risk and a compliance gap.
🚀 Automation Opportunity

A domain validation check on form submission could flag generic emails in real time, prompting the submitter to provide a business domain before the case is created. This would eliminate the inquiry loop entirely for this scenario. Flagged for Ideas Platform Proposal.

↓
3
CPP Membership Verification
Manual

Confirm that the dealer is an active member of the Digital Watchdog Channel Partner Program (CPP). MSP platform access is restricted to CPP members only.

🔍 Is this dealer an active CPP member in the CRM?
✅ Yes — CPP Active
Membership confirmed. Proceed to Step 4 (Duplicate Check).
❌ No — Not CPP Enrolled
Dealer must complete CPP enrollment before MSP access can be granted. Send CPP enrollment instructions. Hold case until enrollment is confirmed. Do not provision.
🚀 Automation Opportunity

CPP status could be a real-time lookup on form submission — if the email domain matches a non-CPP account, the form could surface a CPP enrollment prompt before the case is even created. Flagged for Ideas Platform Proposal: CPP + MSP Unified Intake.

↓
4
Duplicate Organization Check
Manual

Before provisioning, verify that no organization has already been created for this dealer on the requested platform(s). Duplicate organizations are not permitted.

  • Search the platform database for the dealer's company name and/or primary contact email.
  • Search by the CRM account ID or any known CP organization number already on record.
  • Check both MyDW and DW Spectrum Enterprise independently if both platforms are requested.
🔍 Does an organization already exist for this dealer on the requested platform?
⚠️ Duplicate Found
Do not create a new org. Notify the dealer that an org already exists and provide their existing CP number and access instructions. Update the case as resolved — no provisioning needed.
✅ No Duplicate
Clear to provision. Proceed to Step 5 (Org Provisioning).
↓
5
Organization Provisioning
Manual

Create the Channel Partner organization on each requested platform using the information from the verified CRM case. To create a new end-user organization in the myDW CP portal, navigate to: Login → Organization List → EU Org. Enter the required business information and save — the primary contact will receive an invitation email to set up their access.

Information Required for Provisioning

Business Name
From CRM record
Business Address
From CRM record
Primary Contact Name
From case form
Primary Contact Email
From case form
Billing Contact Name
From case form
Billing Contact Email
From case form
Platform(s)
myDW · DW Spectrum Enterprise (per request)
SLA Confirmation
Confirmed on form submission

Output

Successful provisioning generates a CP (Channel Partner) Organization Number for each platform provisioned. Record this number immediately — it is required for the CRM update in Step 6.

Provisioning Confirmation Confirm that the new org appears correctly in the platform dashboard before proceeding. Verify that the primary contact has received their platform access invitation email.
↓
6
CRM Update — CP Organization Number
Manual

Return to the dealer's CRM account record and log the CP Organization Number generated in Step 5.

CRM Account Record
→
Services Tab
→
Subscriptions Object
→
Add CP Org Number
  • Navigate to the account record for the dealer in the CRM.
  • Open the Services Tab.
  • Locate the Subscriptions Object.
  • Enter the CP Organization Number for each platform provisioned (MyDW and/or Spectrum Enterprise as applicable).
  • Save the record. Note the date of provisioning for tracking purposes.
🚀 Automation Opportunity

If the provisioning platforms expose an API or webhook, the CP Org Number could be written back to the CRM automatically upon successful org creation — eliminating this manual step entirely. Flagged for Ideas Platform Proposal.

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7
Welcome Email — Touch 1 of 4
Manual · Sequence Start

Send the welcome email to the primary contact immediately following successful provisioning and CRM update. This is Touch 1 of a 4-touch post-provisioning communication sequence.

  • Send to: Primary Contact Email (from the case).
  • CC: Billing Contact Email where applicable.
  • Use the standardized Welcome Email template (see Email Sequence document).
  • Include the dealer's CP Organization Number and platform login link(s).
  • Log the send date on the CRM case and mark the case status as Provisioned — Email Sent.
4-Touch Sequence Overview Touch 1 (Day 0): Access confirmation + quick-start guide. Touch 2 (Day 3): MyDW free trial activation prompt. Touch 3 (Day 7): How to sell MSP services to your end users. Touch 4 (Day 14): Check-in + escalation path if not yet activated.
🚀 Automation Opportunity

The 4-touch sequence (Touches 2–4) is a strong candidate for CRM-triggered automation — once a case is marked "Provisioned," the sequence fires automatically on a schedule. Touch 1 may remain manual to allow for personalization. Flagged for Ideas Platform Proposal.

Exception Handling

Common Edge Cases & Resolutions

Dealer submits with a generic email and cannot provide a business domain

Escalate to distributor partner contact for verification. The distributor relationship is the source of truth for CPP eligibility when direct CRM verification is not possible.

Dealer requests both platforms but SLA is only accepted for one

Provision only the platform for which SLA acceptance is confirmed. Note on the case that the second platform is pending SLA acceptance and send the appropriate SLA link to the dealer.

Duplicate org found but dealer claims they have lost access

Do not create a new org. Retrieve the existing CP Org Number from the CRM Subscriptions Object and connect the dealer with platform support to restore access to their existing organization.

Dealer is not CPP enrolled and is not aware of the program

Send the CPP enrollment page link (digital-watchdog.com/page/chptnr) and a brief overview of the program benefits. Flag the case as "Pending CPP Enrollment" and follow up after 5 business days.

Tracking & Reporting

Case Lifecycle Status Labels

Apply the following status labels to cases in the CRM to maintain visibility across the onboarding funnel and support leadership reporting.

New — Pending Qualification
Case received, email not yet verified
Inquiry Sent
Generic email — awaiting dealer response
Pending CPP Enrollment
Dealer not yet CPP member
Duplicate — Resolved
Existing org found, dealer redirected
Provisioned — Email Sent
Org live, Touch 1 sent
Trial Activated
Dealer has activated MyDW free trial
First Key Sold
First subscription key sold to end user
Closed — Inactive
No response after 30 days
Document Control This SOP is version 1.0. It reflects current manual processes as of March 2026 and includes automation opportunities flagged for Ideas Platform submission. Review quarterly or upon any change to platform provisioning workflows.