Onboarding a customer for us is a serious matter. It is more than just sending out a Welcome Aboard letter and waiting for a call. It takes time, focus, discipline and a ton of communication to get a a business from where they start out to being a customer of ours.
The final step in our onboarding process is perhaps the most important.
We set aside an entire week to onboard a customer – leaving nothing to chance.
Managed Services done right is more than just installing some security tools and setting up monitoring. Our onboarding process is a detailed project template with 6 phases, 12 discrete tickets and over 125 tasks that need to be completed properly each and every time.
Documentation of how to properly perform each task and a clear view from the project template is what ensures these tasks get completed properly. Onboarding can take between 40 and 80 hours to complete.
However, it is the very last step where the real magic takes place:
Conduct Customer Overview in Service Desk Meeting
Knowing everything about a customer’s IT environment and documenting everything about their environment and business is great. However, ensuring the information gathered in the field is relayed back to the IT Support team is paramount.
Our Project Engineers go through all of the documentation, step by step, with our IT Support staff following the successful onboard of a new customer. I can’t stress the importance of this -we take the time to ensure the information gathered in the field makes it back to the staff who delivers the bulk of our service.
Some of what we review:
- The customer’s business – what makes them tick
- Key users and their role in the business
- Network documentation showing the physical and logical layout of the environment
- Line of business applications and how they fit into the business
- Pictures of their environment along with our standard naming convention
- Initial workstation setup documentation
Managed Services done right is more than just patch, spy, spam and a bucket of hours. It is devoting the time necessary to really understand the customer’s business and how IT helps them support their customers.
In most cases, IT service organizations learn as they go with a new customer. This causes delays, frustrations and excessive bills – why would customers pay for their provider to learn on the job? We decided long ago that there was a better way – the transfer of knowledge from the customer to our staff. This is the key to delivering amazing service right from the start.
See also: Onboarding New Hires