Managed Support – Onboarding Process

Our onboarding process has been streamlined into 7 simple steps leaving all the complex activities to us

Onboarding process for MFG’s Managed Support Package

At MFG we like to keep things simple for our clients every step of the way, that’s why our onboarding process has been designed to be extremely straightforward. We will work closely with you, to successfully integrate our team as part of yours.

Our onboarding process has been streamlined into 7 simple steps leaving all the complex activities to us, allowing you to experience minimal disruption when making the switch.

We make things simple for you…

1. Introduction

(Time: 15 minutes)

We will begin with a meeting between you and your account manager to welcome you to the team and go over the onboarding process and any questions you may have. Your dedicated account manager will be your main point of contact at MFG – although the rest of the team will soon become familiar to you too – and will quickly become an extra member of your team. You can meet our Team here.

2. Network Audit

(Time: 2 Days – 2 Weeks)

Our onboarding engineer(s) will spend time on site to identify and collate information about your existing network and infrastructure.

This process can take between a couple of days up to a week or two, depending on the size of your organisation and the number of end users you have.

3. Monitoring & Automation

(Time: Completed in the Background)

Our team will deploy our monitoring and automation systems across your infrastructure and devices, so that we can proactively monitor and maintain your network 24/7.

This will also allow us to install patches to secure your systems behind the scenes, with no disruption to your team, and support your users through our remote Service Desk.

4. End User Training

(Time: At your Team’s Leisure)

To welcome your employees onboard we will send a welcome email with a link to access our client area. This area includes a series of short videos that have been created to highlight some of the important details your employees will need to know, in order to achieve the most from their support.

It is important for us as your IT partner that your team understand how to log tickets and request support, including what to expect with response times and resolutions to their issues (SLA’s). There are also additional resources for primary contacts such as information on how to request a new user and new equipment.

Your staff members will be added to our newsletters to keep them updated on tech tips, events, training, and webinars.

5. Support Begins (Go Live Day)

Following a smooth onboarding process with our Projects Team, you will become an official MFG partner. Our award-winning Service Desk will be on hand to support you with any issues you might have.

6. Sign-off Process

You will receive a visit from your account manager to sign-off the process once onboarding is complete. They will also listen to any feedback you have and will present any ongoing recommendations for further improvements.

7. Regular Account Reviews

Your account manager will schedule regular reviews with your team to check on progress and make sure we are delivering you nothing but the best. Our goal is to ensure you receive an exceptional service, so we want to hear your feedback. The feedback you deliver is acknowledged within our monthly management meetings and you will see many of these improvements implemented in our monthly Service Desk updates.

Here's what some of our customers said about their onboarding...

"A great company with a positive attitude!"

I have used MFG for over 4 years and their service is always first class. They are extremely quick at resolving any issues and will go above and beyond. I recently needing something resolving on a Friday evening, and they were able to accommodate this. A great company with a positive attitude!

Tim Terry

Managing Director, Superstars

"Always go above and beyond"

I highly recommend MFG. They are professional, knowledgeable and always go above and beyond to help.

Emma Ruttle

Office Manager, Ellis Knight

"You always get a friendly warm attitude"

Been using MFG for over 10 years which is always a good sign, the team are responsive to your needs particularly the people on the support desk no matter how big or small the problem - you always get a friendly warm attitude.

Jim Roberts

Marketing Manager, Beaverswood

"They go above & beyond"

MFG are supportive and reliable; they go above & beyond to understand what we need and to find the best solution for our needs.

Kate Firth

Launchpad Reading

"Forward-thinking"

Jones Robinson have used MFG for many years and have developed a great relationship with them. They're very patient with our many requests, professional at all times and proactive. Forward-thinking and always looking to improve their processes - would highly recommend!

Jo Woolley

Operations & Marketing Manager, Jones Robinson

MFG Christmas Party 2019

People & Culture – The MFG Way

Here at MFG, we believe there is no other IT company that offers the level of service that we provide to clients – on top of that, we’ve created an awesome lifestyle for our staff to reward the people who make MFG so great. Working at MFG means being part of a proud family and a thriving culture.

MFG Company Culture
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