Speaker 1 (00:08):

Nathan, can you walk me through what onboarding looks like for a new customer and what they can expect when they join the Redapt team in the first 30 days?

Nathan (00:16):

Some things have to happen before I pick up the account. Say the customer decided to come to Redapt and be in our MSP program for whatever their digital transformation goal. Their contract has been signed. At that point I'll be assigned to onboard the customer. My first steps are always to do due diligence. I'll check in with the account executive. I might look through, if we have a historical relationship with them, what kind of projects, proposals, or SLAs exist and look through those to get a feeling for what this business is about and what they might be after.

Of course, this includes checking out their website and things like that. Then I identify a couple of the key contacts. I always like to have an executive and a technical stakeholder on the onboarding call, but I also invite them to invite whoever is appropriate from their perspective.

Then I have a standard process I go through in that meeting, including talking about the roles and responsibilities inside of Redapt, so they know who to reach out to and for what. I explain our process, our business model from the broader Redapt departments, the MSP side, and also the support organization. I  let them know that we're going to have ongoing meetings. They could be monthly—they could be quarterly. Before we get off the phone, we set the next meeting up on our calendars.

Then we dive right into goal setting. I want to know how I can help them be successful. What are the objectives they're trying to reach? We dig into why they're with us and where they're going, so we can report back. In those monthly and quarterly calls, a big part is that I'm generating reporting.

I present that in the form of PowerPoint, or whatever's appropriate, but generally PowerPoint and spreadsheets on topics around their use of the public cloud they've chosen to be in. Ticketing is a part of it, so I have to onboard them into our ticketing system. That's that meeting. Once we're done, then the engineers and I go into some other backend processes that have to happen, provision into accounts, and invitations are sent out.

If there's a reason to connect with them and dig into things, we schedule those calls. Perhaps there's an application we're going to need to know about, because we're asked to support it. Each case is different. One of the key things for me, in my role, is that I get data flowing into our cost optimization and reporting tools. I'm able to monitor the costs, set alerts on, too high of spend, maybe too low of spend, etc. Then, we meet on a monthly or quarterly basis, and we go from there. It just iterates and evolves as we start our relationship and as we work through it.

Speaker 1 (03:48):

Thank you both. Can you share any final thoughts, anything that we didn't cover that you think would be important for people to hear? Rick, I'll start with you.

Rick (03:58):

I think one of the key things is, if you look at us as purely an MSP, that's a bit of a disservice. We are a lot more than that, in the way we interface with our clients and work to find them solutions, even outside of what the managed services team can do here at Redapt. We work across the entirety of Redapt, including all of our partners, to find exceptional solutions for our customers. 

Speaker 1 (04:40):

Great. Nathan, any final thoughts?

Nathan (04:44):

Yeah. In the MSP group at Redapt, the TAM is the first point of contact for that customer. I'm the customer advocate. I manage the relationship and we see all our customers as assets. We really work to learn to understand why they're on their journey and where they are on it.

Speaker 1 (05:05):

That's great. Thank you both for your time. Thank you for listening as well. If you're interested in pursuing managed services, or other services from Redapt, please get in touch. Wonderful folks like these two are ready and willing to help you.