Onboarding: Enable Success or Failure Lindsay 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 Dilemma Life-CycleRip & Replace Monthly Price ox Implementationox Disruptionox Riskxo Marginsxo Profitabilityxo Administrationxo Controlxo Predictabilityxo Budgetxo

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 SellProspectQualifyDiscoverProposeClose OnboardCollect DataStabilizeImplementActivate Service NOC Services Service Desk Business Reviews Upgrades

Communicate TaskWeek 1Week 2Week 3 Receive 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

Stabilize TaskWeek 1Week 2Week 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 TaskWeek 4Week 5Week 6 Install 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 , 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/ 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 YOU Lindsay Dick Director of Sales