Success starts with a great foundation. For us, this means investing heavily in the early foundation of the relationship we create with our clients. So, with that in mind, we have built a very thorough Onboarding process that we use with each and every new client and have made (the arguable) claim that it is the best in the industry!
Now the actual process is VERY detailed and it varies based on the “package” that a specific client has signed up for and on the specific technology that the client has to start. However, we feel it would be comforting for new prospective clients to see a rough outline of what the process looks like:
- Create a specific process document to get things going and to track our progress
- Establish the company, account and contract details in our systems
- Setup our centralized services tools, i.e. monitoring
- Perform initial systems evaluation; we take a very thorough initial examination of the client’s existing technology.
- Setup our tools and “included” solutions, i.e. Guardian for Antivirus/Antispam, Offsite backup, etc
- Documentation, i.e. labeling, photography, network diagram, documenting specific configurations
- Quality Control, i.e. backup and “patch” watch, monitor help desk usage, formulate initial recommendations
- Schedule recurring tasks and appointments, i.e. Proactive Site Visits, Technology Summary Review, Budgeting Sessions
An 8-point list doesn’t do this process justice. To give this some perspective, understand that we typically are busy with these activities for 2 to 3 months after a client says “go”. Our thinking is that the more quality work and effort we put in up front, the less we all have to worry about in the long run. We also know that this transition can be a little worrisome for clients and so we like to provide complete assurance that this transition is going to go VERY smoothly for everyone; the only way to give this assurance is to create a robust process. The transition to Smart Dolphins are NOT a valid reason to not use Smart Dolphins.
The best way to get to know our Onboarding process would be to actually get in touch with us and sign your company up as a customer of Smart Dolphins! We look forward to going through this process with you!
