Customer Onboarding Services
Spinnaker Support has designed each phase of the third-party support onboarding process and its associated activities to support the continuous knowledge transfer of your practices, processes, culture, and technologies to our core team. The duration of each phase is based on customer and system complexity, as well as the scope of services to be delivered. Our onboarding phases focus on:
Clear roles and responsibilities – We collaborate with you to identify crucial roles, responsibilities, communication protocols, and resources, including task owners, approvers, contributors, and others who need to be informed. You will know who is responsible for each onboarding activity.
Project management – Using our proven, ISO 9001:2015-governed processes, we communicate with you about needed action steps, predictable timetables, task owners, and progress for a seamless transfer to Spinnaker Support. You know what will happen, when, and by whom.
Knowledge transfer – Using our proven approach, we gain detailed knowledge of your environment during onboarding, including customizations, previous support issues, relevant business processes, and key individuals. As a result, our expert staff delivers tailored, effective support during live operations from the first call to final resolution.
Sample Onboarding Project Plan