Blog

Onboarding with PCG (Video)

Dave, Jason, and Roland from PCG talk about the onboarding process, and how the discovery and documentation processes help ensure a seamless cutover from your previous Managed IT provider.

Dave Hodgdon: Today, we’re talking about onboarding. This is one of the most complicated and complex projects there is. But also, from the business [perspective], if you’re thinking about making a change, how will this happen? It’s nice to know that you’ve got peace of mind in knowing there’s a process in place. PCG has been doing onboarding for quite some time, and we’ve evolved this process to make it more seamless to you.

Jason Gilbert: The first thing we do is what we call a technical discovery. So, we come onsite, we’ll get the lay of the land, learn some of the assets and what we’ve got in the environment, find out what some of your pain points are. And then we’ll work with clients to help them build a roadmap that will help address any risks that we might have found. May be aging equipment, servers out of warranty, anything that could be maybe an impending disaster, if you’ve got backups that are failing, but maybe you don’t know about it — that happens more often than you might expect.

Roland Carter: This will all be done with the help of your lead engineer. This person will be your point of contact during your onboarding. They’ll help determine the best ways to deploy our tools, document as much as possible, and provide expertise along the way.

Dave: We’ll work with you and your existing Managed Service Provider to do a seamless cutover and remove whatever services they have in place, as well as PCG taking responsibility of what we’re going to put in place. The project management is critical. We’re going to be touching base with you each day as this happens. We normally feel it’s about 30 to 60 days to get everything done, but it all comes down to documentation. The more we understand about you and understand how you operate your business, what applications you’re dealing with, your remote users, your vendors. We need to get everything into place, all your vendor bills, all your applications, anything you use we need to document. If we do that properly with you, you’ll have success.

Jason: To my mind, and I think to most of us here, documentation is probably the most important piece of the onboarding. Because without good documentation, we don’t know what’s connected to your network, how it’s connected, if something goes wrong and you need our help from our service team who I oversee. The better our documentation is, the faster they’re going to find the problem, the better they’ll be able to resolve it and ideally reduce downtime as much as possible. So documentation gets the lion’s share of the effort and attention. And in fact, we take it so seriously that our onboarding projects can’t be completed until myself or another member of service management has reviewed it, done a quality control assessment of the documentation that we’ve got, and then blessed it so that we can close that project.

Roland: Once we know our tools are on all of your systems, our documentation is complete, and we have a better understanding of your environment, we’ll have our first IT strategy review. This is a process we hold once or twice a year, depending on need or changes. This meeting is designed to give you information about your current state, but also gets us into business discussions where we talk about the company needs or growth. This is your time to talk with us about anything we may be able to assist with, IT or non-technical related. Our goal is to get to the completion of this project, knowing we have everything needed to support you, and to have gained your trust in us as your technology expert.

Dave: We want to give you peace of mind. We want to give you value and have the best experience when you onboard with PCG.