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© TruMethods, LLC. 2016 - All rights reserved

FormulaWon Growth TracksFocus on SuccessOnboarding Process

www.trumethods.com© TruMethods, LLC. 2016 - All rights reserved

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Focus on Success

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Client Onboarding

Process© 2016 TruMethods, LLC. All rights reserved

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Key Points

An Onboarding process…• …sets expectations• …establishes accountability• …develops your relationship with the client• …ensures successful implementation• …first step of continuous Super Power


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Onboarding Phases


Knowledge Transfer Kickoff Meeting Deployment Documentation First 90 Days

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Knowledge Transfer

• Understand what was sold• Gain the Sales team’s perspective• Accounting setup• Sales team moves on…


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Kickoff meeting

• Meet with client• Understand the client needs• Perspective from the customer• Set expectations

– How your program works– How they should use your service– How you go about bringing them into the fold


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Knowledge Transfer

• Key points to make with the client:– Assigned Network Administrator & what they do– Schedule of Net Admin days– Why this is critical– Assigned vCIO & what they do– Driving down reactive noise


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Deployment

• Deploy tools• Implement your basic configuration

– Security– Monitoring & Alerting– Patch, Anti-Spyware, Spam Filtering, etc.

• Address current high priority reactive issues• Begin to do first pass at Technology

Alignment


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Alignment Review

• First pass alignment review using your standards

• High impact areas first– Backup– Security – Infrastructure

• Onboarding is the first step in continual alignment


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Documentation

• Client environment documentation– Network diagrams– Hardware / Software Inventory– Password List– Employee List

• Onboarding documentation– Onboarding Checklist– Deployment Checklist

• Upload Documents to central repository


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First 90 days

• Implementing your Super Power• Net Admin completes first set of Alignment

reviews• vCIO Strategy and Budget• End User service training• Help Desk focus• Centralized Services focus (Automation)


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Managing the Onboarding Process

• Project Management system• Use myITprocess w/ tags for Alignment• Accountability meetings• Keep the client informed


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Who does Onboarding?

Dedicated team

Pros:• Focused only on

onboarding• Completes all tasks

Cons:• Efficiency

Distributed

Pros:• Each delivery area

learns new clients• Familiarity with tools

and processesCons:• Bandwidth


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Summary

• Set / reinforce expectations• Baseline for support• First step in Super Power implementation

Resources:• Onboarding Tasks • Centralized Services Checklist• End User notification
