In many businesses, the lack of user training on software, systems and IT tools quietly drags down productivity. Staff struggle with clunky workflows, repeatedly call the helpdesk, or avoid newer tech altogether. What should be a time-saving investment ends up as friction and wasted opportunity.
When employees don’t know how to use tools properly, they spend excess time figuring things out or trying workarounds. That contributes to errors, duplicated effort and frustration. It also inflates support ticket volumes and slows response times—costs that pile up fast for both the client and the MSP.
Fixing the lack of user training is not simply a “nice to have” add-on. It’s essential to ensuring that your client’s technology investment actually delivers returns.
How MSPs can resolve “lack of user training” with strategic support
Here’s how a managed service provider can turn this pain into a compelling value add:
1. Structured user onboarding and training programs
From day one, roll out role-based training for new systems. Begin with context: show users how the tool fits into their daily tasks. Use short, focused sessions (microlearning) rather than overwhelming all at once.
During onboarding, assess each user’s baseline tech comfort and tailor the pace accordingly. That helps reduce resistance and increases confidence.
2. Knowledge base and self-help resources
Build a searchable knowledge repository with FAQs, step-by-step guides, video snippets and “how-to” articles. These let users look things up themselves rather than waiting for IT support.
Consider context-sensitive help (in-app guidance, tooltips or digital adoption platforms) so users get assistance exactly when they need it.
3. Ongoing support and refresher sessions
One-off training rarely sticks. Schedule regular refresher sessions or “office hours” to revisit key tools, share tips, and address pain points.
Solicit feedback after training and track whether users are applying what they learned. Iterate the content to fix gaps or sticking points.
Gamified learning, quizzes or challenges can help increase engagement and retention.
The benefits your clients will see
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Higher productivity: Users make fewer mistakes and complete tasks faster because they know how.
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Reduced support tickets: Empowered users ask fewer trivial questions, freeing your helpdesk to focus on bigger issues.
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Maximised ROI on tech investments: Clients actually use advanced features they otherwise would ignore.
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Stronger client relationships: Providing training shows you care about outcomes, not just uptime.
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Scalable predictability: With fewer firefighting breakdowns, your team can plan better.
Example structure for your MSP training offering
| Phase | Activity | Purpose |
|---|---|---|
| Pre-launch | Assess user skill levels | Identify gaps so training is tailored |
| Onboarding | Role-based sessions + demos | Teach new users how tools apply to their work |
| Self-help library | Videos, guides, FAQs | Enable users to find answers instantly |
| In-app help / tooltips | Contextual guidance | Assist users where they are stuck |
| Refresher & feedback | Quarterly or monthly follow-ups | Reinforce learning, get improvement input |
You can brand this as a “User Success & Adoption” module in your MSP service stack.
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