How we onboard you as a client

Throughout the onboarding process, we’ll work closely with you to gather the information we need, to make sure you have the information and support you need.

It’s our aim to provide you with the best service tailored to your unique business needs, so that you’re getting a service suited for you.

1. Welcome to the team

We’ll kick things off with a meeting between you and your Account Manager. They’ll be your main point of contact at Air IT – although the rest of the team will soon become familiar to you too – and will quickly become an extra member of the team.

2. Network Audit

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

This process can take from a couple of days to a week or two, depending on the size of your organisation and the number of end-users you have. During this time, your specialist engineer will conduct an in-depth and high-level audit to gain an understanding of your requirements.

Following this, we’ll make recommendations across areas we’ve identified for improvements.

3. Automation

We’ll deploy bespoke monitoring and automation systems across your systems and devices, so that we can proactively monitor your network around-the-clock.

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

4. Knowledge sharing and training

You’ll learn how to log tickets and request support, including how you can manage your account, by using the Air IT Service Hub.

We like to share our knowledge and expertise with our clients – and as part of our KnowIt Hub programme, we regularly host events. From breakfast seminars to online webinars, it’s our aim to keep you up-to-date with the latest information. These come at no extra costs for our clients; it’s all part of the package.

5. Support goes live

Following a smooth transition process, you’ll soon become an official Air IT client. Our expert service desk will be on hand to support you with any issues you might have.

6. Final Sign-Off

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

7. Strategy and Service Reviews

Your Account Manager will schedule regular reviews with your team to check on progress and make sure we’re delivering you nothing but the best. It’s our aim to ensure you receive a heightened service, so we want to hear your feedback, whether it’s bad or good.

Close up of someone taking notes with a pen and paper

"Babington are no strangers to working with a managed service provider and partnering with Air IT has proved to be a great decision. The onboarding process was carefully managed resulting in a seamless transition from our previous provider with zero downtime. Since then they have managed all our IT support issues, equipment handovers and IT inductions to a high standard. They also work collaboratively with our internal IT team on key business initiatives to boost our expertise and deliver innovation. I am confident the partnership will ensure Babington continues to lead the way embracing technology to provide quality teaching and learning."

Ian Stockley
Chief Technology Officer, Babington

Service Delivery KPIs

How we performed in September 2018

Air IT support Average Waiting Time
0 secs
Average Call Waiting Time
Same day resolution Air IT support
0.00 %
Same Day Resolution
Air IT support tickets resolved
90
Service Desk Tickets Resolved
Air IT support SLAs met
0.00 %
SLAs Met
Air IT support customer retention
0.00 %
Customer Retention
customer satisfaction Air IT support
0.00 %
Customer Satisfaction

View past 3 months

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