Switching to a new managed IT services provider might feel overwhelming, especially if you don’t have a background in technology. That’s why we have designed an onboarding process that is clear, organized, and focused on making the transition as smooth as possible for your business.
What is onboarding, and why is it important?
Onboarding is the starting point of our partnership. It’s the phase where we get to know your current IT setup, learn about your business needs and goals, and prepare everything needed to provide ongoing IT support.
A well-planned onboarding process helps us avoid complications, set clear service expectations, and make sure your systems are secure and running efficiently from day one.
Fidelis's step-by-step onboarding process
Here's what our streamlined onboarding process looks like:
Step 1: Welcome and initial kick-off
Once you decide to work with us, our dedicated project team will reach out to you. Our project manager will schedule a call to discuss logistics, coordinate timing, and communicate with your existing provider(s), if necessary. This conversation helps us plan the next steps without interrupting your daily work.
Step 2: Gathering important information
We use a structured approach to collect all the details we need to support your business properly. This may involve coordinating with your current provider. So, to make the process easier, we provide you with a comprehensive workbook. The workbook contains sample email templates for communicating with your current provider, and it also clearly organizes the key information we aim to gather during the onboarding process.
Step 3: On-site visit and system review
In most cases, our team will visit your office to:
- Thoroughly document your current IT systems.
- Take photos that we can refer to when we provide remote support.
- Meet you and your staff face-to-face to start building a good working relationship.
Step 4: Configuring systems and deploying tools
After gathering information, our team will:
- Configure and deploy our management tools on your systems and devices.
- Check on critical system security settings.
- Create baseline recommendations for areas that need attention or could be improved.
Our goal is to establish a strong foundation so your IT runs smoothly going forward.
Step 5: Consistent communication and check-ins
We prioritize clear and open communication during onboarding through regular check-ins. These scheduled meetings allow us to update you on progress, answer any questions you or your team may have, and address any concerns quickly.
Step 6: Training your team
Depending on your support plan, we will coordinate a time to provide training to you and your team on topics such as how to contact us for support, an overview of the tools that we deploy, and the use of our support portal and scheduling tool.
Step 7: Hand-off meeting and ongoing support
Once the initial onboarding is complete, we hold a hand-off meeting to discuss:
- Any recommendations for system updates or improvements
- The next steps to optimize your IT environment
- Discuss how we can most effectively work together on an ongoing basis
During our hand-off call, we schedule regular strategic business reviews to stay aligned with your goals and plan for future IT needs.
What happens after onboarding?
We call the first few weeks after onboarding the “champagne period.” During this time, our project team works closely with your staff to quickly resolve any issues and make sure everything is running well.
About a month after onboarding, we typically provide your employees cybersecurity awareness training, which includes:
- Teaching your team about phishing and other online threats
- Using tools such as CatchPhish to simulate phishing attacks and reinforce learning
- Building strong security habits to protect your business
How long does onboarding take?
As soon as you decide that Fidelis is going to be your new support partner, we’ll do your best to start supporting you and your team immediately. We may not be as efficient until we’ve completely onboarded you, but rest assured that we’ll do everything that we can to support you while we get fully up-to-speed!
The onboarding process usually takes four to six weeks to fully complete the process. The exact timeline depends on your business size, current IT setup, and the services you have chosen.
Our thorough onboarding process helps avoid problems later and makes sure we can provide the best possible support experience for you and your staff.
Experience seamless onboarding with Fidelis
At Fidelis, onboarding isn’t just about transferring IT support. It’s about establishing a strong foundation for a long-term partnership that prioritizes your business’s success. With clear communication, expert guidance, and personalized service, we remove the stress of onboarding, freeing you to focus on running your business.
If you’re ready to make IT easier for your business, reach out to us today and experience a smooth onboarding that sets your business up for success.
