1. Increase Revenues and Customer Satisfaction Build a Well-Defined Onboarding Process
09/23/2013

2. Managed Services Investment
Understand the space, model, and best practices
Realize the needs of a service provider
Partner with industry experts
Build tools:
Finance solutions
Success profiles for managed services
Outsourced support services
Training and educational programs
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As this industry has evolved and grown, we have continued to dedicate time to understand the challenges you face so we can be a source of knowledge. We are committed to understanding the managed services space, model, industry resources, and best practices so we can help you as you move down this path. We have partnered with industry experts like Paul Dippell who have lived the model and can provide a unique perspective and information to assist us in building tools to help you be even more successful in this space. Some tools we have already developed for our partners include:
Finance solutions: life-cycle finance
Outsourced support services: Collabrance
Training programs: Navigator, participation in events like this
**what will be next? (we need your input)

3. The Service Delivery Process
Sell
Prospect
Qualify
Discover
Propose
Close
Onboard
Collect Data
Stabilize
Implement
Activate
Manage
NOC Services
Service Desk
Business Reviews
Upgrades

4. SMB Environment & Needs
*Connectwise

5. Reliability Predictability Accountability
*Connectwise

6. Purpose of Onboarding Process
Make the most of critical tech time
Speed up the process
Make a good first impression
Resources, Roadmap, and Roles defined

7. Onboarding Process Collect Data Stabilize Implement Activate
Network map
LOB application info
Infrastructure support info
User and device lists
Stabilize
Order new hardware and software
Bring environment up to standards
Fix recurring issues
Outline service implementation
Implement
Deploy new hardware
Install tools on all machines
Install/configure new services
Test quality and train (if needed)
Activate
Put all info into system
Set up billing
Announce to the team
Service kickoff at customer site

8. Onboarding Process

9. Benefits of a Process RELIABILITY & PREDICTABILITY: Profit
Differentiate yourself
Identify gaps between ideal and existing
Convert IT operations, infrastructure, and user behavior from reactive to proactive
Standardize
Pinpoint resources & realize efficiencies

10. Benefits of a Process ACCOUNTABILITY: Customer satisfaction
Establish expectations
Set the tone of the relationship
Open lines of communication
Educate the customer
Prioritize areas of need

11. The Managed Services Process
Stabilize
(Day 1 – 30)
Activate
(Day 30+)
Set expectations
Fix recurring issues
Establish hardware refreshment model
Install management tools
Monitor health of network
Proactively remediate issues
Manage all aspects of security
Ensure data is protected
Provide ongoing user support
Optimize
(Day 90+)
Standardize
(Day 30+)
Begin quarterly review process
Establish budget
Prioritize work
Outline future goals/needs
Establish and document goals
Define implementation process for standardization of platforms in 6 operational areas

12. Activation Process Roll out Check in early and often (Day 3, 14, 30)
C:\Users\ldick\Desktop\Welcome Sheet.docx
Check in early and often (Day 3, 14, 30)
Set review dates
Define goals and reiterate expectations (stabilize & optimize)
Financial, service, and relationship benefits

13. Key Takeaways Choose the right customer
Drive the solution and process build
Roll out services to everyone
Set goals and expectations
Avoid exceptions
Communicate with sales force, set up a team meeting to evaluate, don’t waste tech resources on discoveries that are unqualified, don’t choose short-term customers (you’ll never get full revenue benefit and your profit will erode over time)
Standardization is key to being successful in this business. To ensure profitability and customer satisfaction, some of our partners go in and right-size upfront so they don’t have to worry about it on the back end. They are wrapping the equipment investment into a services contract with a financing solution, and Jennie just happens to be spending these next couple of days with us so you can get with her for more information on that!

14. Questions?