Meet Becca Campbell, Moovila’s Senior Onboarding Engineer Helping MSPs Boost Efficiency

When MSPs onboard with Moovila, Becca Campbell learns about their business and helps them optimize their projects for profitability and efficiency.

When you are running an MSP, projects can be a cash cow or a scope-creep nightmare. It all comes down to your methods for managing them. When you choose Moovila Perfect Project to help you do that, Becca Campbell will teach your team to use it to become expert project managers.  

She starts by understanding who you are. Then she helps you appreciate how project management best practices paired with automation and efficient tools can stop scope creep, improve communication among your team and with clients, and deliver projects on time, on budget, and without chaos.  

We spoke to Becca about her approach to onboarding, her background, and what she does when she isn’t helping MSPs build templates and deliver projects on time.  

How would you explain what you do to a stranger at a cocktail party? 

I tell people I have just met that I help new Moovila MSP clients get set up in Perfect Project and then walk them through a series of trainings. A stranger might assume that could be done in a single meeting or a quick phone call. But our onboarding is a bespoke process that unfolds depending on a client’s needs.  

It involves talking through the strategies MSPs might use to achieve their project goals and exploring how they might tap into our automations to revamp their processes.  

By the time I meet new clients, they have had time to think about how they want to implement our tools. I help them work through those ideas and consider strategies they might not have considered. A stranger, and quite often new clients, typically assumes that onboarding is only about deploying software. But to do that, we have to consider ways our tools, automations, and communication features will impact the MSP’s existing processes.  

I get to know our clients pretty well along the way. Even before we get to the onboarding, we do a pre-onboarding call so I can understand what the client hopes to accomplish and help them decide who, on their team, should attend the sessions. It's not just about deploying software. It's about understanding how this powerful tool will impact existing processes and create long-term operational improvements. 

Before joining Moovila, you worked at an MSP. Has that experience shaped the way you connect with customers? 

Absolutely. I bring more than knowledge of our software tools to the onboarding process. I pull from my own experience managing projects at MSPs as well as from what I know about the client’s goals, current methods, and the evolution of their MSP. 

My experience working at an MSP gives me invaluable insight into the challenges clients face. It also helps me understand how they are – and could be – thinking about projects. I know the trials they are facing because I, too, faced them.  

It makes my job easier to understand the MSP industry, the technologies MSPs use and install, and the constant change they are negotiating. I have experience on the service side of MSPs, too, so I know the challenges they face there, how important client communication is, and how difficult it can be. 

I also know that every MSP operates a bit differently and that there is a lot of complexity within each MSP.  

What do you love most about helping new customers through the onboarding process? 

My favorite part of this is talking with my customers. I really enjoy that. I enjoy learning about their businesses and their challenges and going over the nitty gritty of using the tools with them. But I also love to see how they might interpret something, how they resolve challenges in a way that perhaps I hadn't thought of. It’s exciting to see this and learn from it. I really just enjoy getting to know them and seeing how they run with the information they learn in the onboarding process. 

I have clients all over the country and outside of the US. So, I get to learn what it’s like to do business in different regions and talk to people I probably would not have gotten to know otherwise. 

What’s one thing you do that sets customers up for success? 

I ask a lot of questions. Not just for the sake of asking them but to understand how my clients operate. This allows me to tailor solutions and templates that address their challenges as well as the specific work they do. There are some basics I have to cover but I have a lot of flexibility about where to take each client in the process. 

Also, since onboarding is a bit of a project, I run it as a project in Moovila Perfect Project. This lets my new clients see what it’s like to use the tool, communicate in it, and have the long-range, detailed view of a project they will give their own clients.  

Sometimes, when clients see the project built out in Perfect Project, they invite different team members to some – or all – of the onboarding sessions to cover all aspects of their operation. Knowing what’s coming allows them to include key players from other functions where that’s appropriate. 

Do you have a favorite success story from a client you helped onboard? 

Yes! After I had been doing this for a few months, I got on a call with one of my earliest onboarding clients to talk through some questions they had. They acknowledged that they had been heavily utilizing the tool since I had helped them get onboard.  

I can’t take credit for this because your success in this realm is all about the work your people put into using the tool and managing projects, but this client told me that our tools – and the way they were using them – had a significant impact on how efficient their entire product team had become. They said they were able to work through projects more quickly and that this had significantly improved their margins. That was wonderful to hear! 

Outside of onboarding and project management, what are you passionate about doing in your free time? 

I live in Massachusetts, a bit north of Boston. It is starting to get cold here. It’s sweater weather and it smells like fall. I love that.  

I like to spend time with my dog Peanut, my goofy and hilarious Dachshund mix, and my niece and nephew. I also spend my free time being creative. I love making – and eating – food. I cook and also go out to try new food. And when I have time – which I wish was more often – I draw and paint.  

Curious what the onboarding experience looks like from an MSP lens? Check out our “What it Looks Like to Move to Moovila” webinar recording featuring Matt Clark from CNWR.