Customer Onboarding

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 responsibilities – We collaborate with you to identify crucial roles, responsibilities, and resources, including task owners, approvers, contributors, and others who need to be informed. You know who is responsible for project activities.

Project management – Using our proven, ISO 9001:2015-governed processes, we communicate with you about needed action steps, predictable timetables, task owners, and progress. You know what will happen, when, and by whom.

Knowledge transfer – Using our proven approach, we gain detailed knowledge of your environment including customizations, previous support issues, relevant business processes, and key individuals. As a result, our expert staff deliver tailored, effective support during live operations from the first call to final resolution.

Sample Onboarding Project Plan

Sample Onboarding Project Plan

Onboarding Process Features

Software Update Archiving – Create a searchable archive of licensed, uninstalled upgrades, patches, and related materials in case you wish to deploy them in the future, while protecting the software publisher’s intellectual property rights.

Project Management – Apply ISO 9001:2015-governed project planning, project management, and client relationship management.

Technical Knowledge Transfer – Share details of environments, customizations, business processes, and key parties.

Global Tax and Regulatory Compliance Management – Verify global tax and regulatory compliance management needs.

Download the Onboarding and Archiving Brochures