Onboarding: Enable Success or Failure Lindsay Dick Director of Sales.

Onboarding: Enable Success or

FailureLindsay Dick

Director of Sales

Agenda

• Onboarding – what and why?• Standards and processes• Sample format• Keys to consider

All About the Relationship

• Deploys people, processes, and technology• Ties assessment findings to future state• Addresses needs and budget• Manages expectations• Establishes understanding

Allow yourself to deliver a superior customer experience at profitable price

Comprehensive Technology

Stack

Proactive Management

Issue Resolution

Vendor Management

Professional Services

Strategic Planning and

Budgeting

Managed Services Offering

What’s Included?

Technology Stack

The Upfront DilemmaLife-Cycle Rip & Replace

Monthly Price o x

Implementation o x

Disruption o x

Risk x o

Margins x o

Profitability x o

Administration x o

Control x o

Predictability x o

Budget x o

Standards Enable Process

One offering to:• Sell• Onboard• Service• Build upon (QBR)

Processes Ensure Profit

• Faster sales cycle• Onboard more customers per month• Fewer techs and lower labor costs• More revenue per customer through reviews

Managed Services Delivery

Sell Prospect Qualify Discover Propose Close

Onboard Collect Data Stabilize Implement Activate

Service NOC Services

Service Desk

Business Reviews Upgrades

Communicate

Task Week 1 Week 2 Week 3Receive signed order/contract from customer

Start billing subscriber for your services

Order new workstation(s) and server(s)

Complete order form and paperwork

Solution Scheduling Meeting

Present implementation plan to customer

StabilizeTask Week 1 Week 2 Week 3

Fix user issues collected for the week

Install new workstation(s) and server(s)

Gather information for configuration form

Install agents on all machines for remote monitoring

Uninstall old endpoint security software

Install new endpoint security software

Complete configuration form and data collection

Enter all information into PSA

Establish service activation date

Implement

Task Week 4 Week 5 Week 6Install UTM: firewall, web content filtering, etc.

Deliver service desk orientation

Go live on RMM and service desk

Deploy critical security updates/patches

Proactive maintenance

Install data protection

Provision and migrate hosted email, filtering, file sync

30 day follow up

Additional training

Strategic technology reviews

Manage the Experience

• Plan and timeline outlined in proposal• Progress check ins every Friday• Roll out and training• 30 day follow up

Subscriber Roll Out

• Entire team• Contact information: phone/email• SLAs, response times, expectations• Policies and procedures• Issue types and criticality• Feedback and reviews

Take Action Now!

• Assign a resource to execute• Make a template checklist/chart • Build internal map with roles• Form a solution implementation team• Customize timeline and steps per

onboarding• Choose a method of deployment

THANK YOULindsay Dick

Director of Sales

www.collabrance.com