Handover started as a reporting tool. Connect your PSA, pull the tickets, get a client update in under a minute.
It still does that. But it isn't what Handover is for any more.
From today, Handover is built around one job: helping MSPs keep the clients they already have. This post covers what changed, what it costs, and what it means if you already use it.
Why we changed it
The short version: MSP owners kept telling us the reports weren't the problem.
They knew their top five clients inside out. What kept them up was the rest of the book. The client nobody had spoken to since spring. The contract renewing on an account that had gone quiet. The client who used to raise ten tickets a month and now raises two, and nobody noticed until they handed in their notice.
All of that was already sitting in the PSA. Nobody had the time to read it for forty clients every week. I wrote about those conversations in more detail in What MSPs kept telling us, and why Handover changed.
What Handover does now
Handover reads HaloPSA or ConnectWise every week and measures each client against its own history. Not against a threshold someone invented, and not against your other clients. A client whose first response has gone from two hours to six, or whose tickets have dropped by three quarters, is a client that has changed.
Everything is built on that, in one loop:
- Detect. Revenue at Risk™ lists every client that has changed, ranked by the revenue it holds, with the reason attached. The Monday Brief puts the week in your inbox before you've opened anything else.
- Act. Every warning sign comes with a Save Play™: the steps to take and an email to the client's decision-maker, already addressed to the person who raises most of their tickets.
- Price it properly. Client Margin shows which clients create far more work than they pay for. It uses the time your team logs, or tickets raised if your team doesn't log time.
- Renew. Renewal Radar lines up every contract ending in the next year with what to do first: save it, fix it, reprice it or renew early.
- Prove. Value Receipts™ send each client's decision-maker a branded one-page summary every month, from you, showing the work done and how quickly.
- Count. When a flagged client recovers after you act, its annual value is counted as Saved Revenue. The return on Handover, in your own numbers.
Underneath all of it is Handover Client Intelligence™, the engine that does the measuring. Each client also gets its own page: recent tickets, the people who raise them, margin, renewal date, and the one thing to do next.
One price, everything included
The old Starter, Growth and per-seat pricing is gone. Handover is now one plan: £499 a month, or £4,990 a year with two months free.
That includes every product, unlimited users and a 30-day launch that I run personally. There is no charge per seat and no counting clients. If your whole service desk wants to use it, they can.
The reasoning is simple. Handover is worth it if it helps you keep one client a year. For most MSPs, one client is worth more than the annual price several times over. Pricing it per seat would have made the people who'd benefit most, the service desk and account managers, the people you'd leave out.
If you run fewer than 15 clients, there's a Starter Programme you can apply for. If you run more than 150, talk to us.
What it won't do
It won't tell you a client is about to leave. It doesn't know that, and nothing reading a PSA does. A flag is a reason to look, not a prediction.
It won't show a number it can't stand behind. If most of a client's tickets were closed the second they were opened, Handover leaves response times out rather than reporting one minute. If a client has too little history to compare, it says so.
And it won't replace what you know about your own clients. It makes sure the easy-to-miss things get seen across the whole book, every week.
If you already use Handover
Nothing you use has been switched off. Service reviews, QBR packs, scheduled reports, exports, the client portal and notes pushed back to the PSA are all still there. They've moved under Legacy tools at the bottom of the sidebar, so the main view stays focused on your clients.
Your next scan picks up everything above automatically. Press Refresh on Revenue at Risk if you want to see it straight away.
See it on your own clients
The quickest way to know whether this is useful for your MSP is to point it at your PSA.
Connect HaloPSA or ConnectWise with a read-only key and, in about a minute, you'll see your Revenue at Risk, your renewals, your margin gap and a Churn Replay™ of the clients you lost last year, showing whether Handover would have warned you. No card, no trial to cancel.