When you get ready to onboard a new customer, it can be exciting and your team may want to just jump right to get started. Before your customer goes live, make sure you dedicate time to educating them about how they can best use the Service Desk with an orientation with your team. This will benefit both your customer, and your team.
A project plan and timeline should be generated before any onboardings and series of technical tasks begin. The standard project plan identifies tasks that are critical to a successful onboarding. Some of those key elements are:
Invest a large amount of time and energy completing these tasks. Even if all the technical work is completed perfectly and the timeline is achieved, the onboarding project can still be unsuccessful.
One step, if overlooked, can lead to a poor service experience and frustrated customers. That step is delivering a Service Desk orientation. Conducting a high-quality Service Desk orientation will help you achieve three goals:
During your Service Desk Orientation, use something like a customized Subscriber Welcome Packet. Some of the items you should incorporate in your Welcome Packet include:
Scheduling and delivering a Service Desk orientation demonstrates to your customers that you care and are efficient. It’s the step you don’t want to skip! This is the perfect way to make a technical offering personal.
Dave Airy is the Team Leader of Service Activation at Collabrance. Dave is responsible for all customer onboarding and off-boarding projects for partners. Dave joined Collabrance in 2012, but has been involved in the Information Technology (IT) management industry for 32 years. He has management experience in sales, support, product development, operations, implementation and training. Dave graduated with from the University of Iowa with a Bachelor of Science in Journalism Mass Communication.