Onboarding with Ease
When we first meet new clients, they are most often in a state of frustration with regards to their current IT setup. This was the case when Technikel began working with a new client located in Vancouver. The client wasn’t sure how to deal with onboarding their staff to a new technology infrastructure.
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The Challenge
A crucial element of our onboarding process involves being onsite for several days. By immersing ourselves in our client’s environment, we can deeply learn and understand the daily technical annoyances and grievances that plague employees.
During face-to-face meetings, we collected and documented our clients IT environment and performed a security audit.
The Technikel Solution
During the security audit, we identified and patched security holes, to the relief of management. Then, we followed up with an email blast to all users and managers with detailed instructions on:
- How to contact us
- How we’re different
- What we can help with
- Guaranteed Response Times and SLA
- Asset management like onboarding and offboarding users
- After-hours procedure
Following the onboarding session, we immediately received an influx of 20 tickets with problems neglected by the previous IT service provider. We love when this happens because we get the pleasure of fixing issues that have plagued staff for a long time. Their relief was palpable!
In fact, here’s what Chad Nehring from BN3TH said about Technikel:
“I know we’re only days into this, but I wanted to send a note of thanks to you all. It was great meeting you yesterday, and our team was very appreciative of lunch!
First off, we haven’t doubted that we were making the right choice with Technikel, but the one thing that’s thrown me off is how much better it’s been versus what I thought it would be like! I know we’re in our honeymoon phase, but honestly, it’s a night and day difference versus what we’ve been used to.
Second, from an onboarding perspective, Koustav has been incredibly “on it”. He’s impressed me with his knowledge level, organizational capabilities and tenacity.
Lastly, it was this morning’s message regarding post ticket surveys that inspired me to write this email. Seeing that you’re using that opportunity to give back locally hit me in the feels. I’ve personally donated to Backpack Buddies myself, so it all rang near and dear to me. I absolutely love that.
If you look into the design of our products and patents, we’re all about “support”. In terms of IT, support is something we’ve been missing, and we’re finally feeling it for the first time.”
Thank you Chad, we love helping you and your staff!
