Why Should I Pay for Onboarding with a New IT Provider?
When you begin a new IT partnership, what does the start of that relationship look like? How do you avoid future frustrations by building a solid foundation?
In IT services, the term "onboarding" often floats around, but what does it entail?
While the timeframe and exact definition may vary between IT providers, onboarding is generally the first 30 days of a new IT partnership between provider and client. During this time, the IT provider investigates and learns the client’s IT system.
Quality IT providers will add an onboarding fee when signing a new client. “Wait a minute,” you might say. “Why should I pay a provider to take me on as a client?”
Onboarding is a complicated process that, if done well, sets an IT partnership up for success. A slapdash or poor onboarding could result in unnecessary frustration, IT risk, and additional charges, many of which could have been prevented by quality onboarding.
Why Onboarding Comes with a Price Tag
Like any business, an IT provider must make a profit to continue attracting top talent and afford valuable tools to deliver a quality customer experience. A company that is not fiscally solid will be unable to provide its promised services.
If providers are not charging for onboarding, they are likely making up the money elsewhere, usually through a faster, less thorough onboarding or in additional charges for issues that should have been addressed in onboarding.
Suppose an IT provider is undercharging for their services. In that case, there is a high possibility that they will either be unable to provide the promised services or may be out of business soon.
An onboarding fee pays for the time and talent required to effectively investigate a client’s IT setup.
Ensuring Quality
Quality onboarding demands the expertise and time of top engineers to understand clients' systems thoroughly.
Quality onboarding includes investigating and documenting the IT system, accounts and assets within the system, potential issues and projects, current processes, existing risks, and much more.
If an engineer cuts corners, they will not understand the IT system. This may lead to longer resolution times for helpdesk tickets and inquiries because the IT team lacks the proper documentation and understanding of the IT system.
The lack of understanding may also result in unplanned projects or IT spending. Proper onboarding results in a detailed knowledge of present and future needs, project plans, and IT budgeting.
Resource Allocation
Charging for onboarding ensures that resources are dedicated to a thorough onboarding process. Resources, including time and expertise, are allocated to guarantee a successful transition into effective IT support.
In general, IT onboarding takes roughly 30 days. During that time, the IT engineer must learn every aspect of a client’s system, which is very time-consuming and requires considerable knowledge and expertise to do it well.
How Onboarding is Priced
Onboarding costs will vary across IT providers and their clients. There is rarely a set flat fee.
However, costs are determined based on your organization's size and your IT system's complexity.
So, if you are a large corporation with several locations and a complex system, you will be charged more than the mom-and-pop shop with a single server. The more complex a client is, the higher their onboarding fee.
Tailored pricing ensures fairness and accuracy, accounting for the intricacies of each client's environment.
Diagnostic Work
Some providers conduct diagnostic analyses before formal onboarding, ensuring compatibility with their support capabilities. This diagnostic work paves the way for a smoother transition.
Onboarding Red Flags
No Charge for Onboarding
Charging for onboarding is essential, as it denotes value. If an IT provider isn't charging, it may lead to incomplete onboarding, compromising the value of this crucial process.
If an IT provider is not charging for onboarding, they may charge elsewhere. It may be through higher monthly fees, additional unplanned projects (that should have been addressed in onboarding), or overcharging in other aspects.
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If they are not making up the onboarding costs through client charges, they may be making it up by cutting other expenses within their infrastructure, which leads to inferior service, talent, or tools.
Lack of Intelligent Questions
Thoughtful questions during onboarding are vital for proper documentation and understanding. If the provider isn't asking intelligent questions, it indicates a gap in understanding or care about the intricacies of your system.
Alternatively, it is a red flag if your provider only asks questions after completing the onboarding process.
?Onboarding should uncover all of the system connections, uses, and quirks. If your provider asks these questions afterward, it indicates a lack of understanding of these crucial elements.
Not Digging Deep Enough
Most, if not all, companies have quirks in their IT system. Usually, someone has created a workaround or shortcut within the system. Quality onboarding involves uncovering unique situations within your IT setup.
Your IT provider should find these unique setups and ask clients about them. Often, clients are aware and can explain why the system is set up in this manner. On the other hand, a client may not know about the quirk, which opens the door to evaluating the setup's effectiveness.
Discovering these unique aspects of an IT system is crucial for providing tailored and effective IT support.
What is the Onboarding Process?
1. Prediscovery
During prediscovery, the IT provider learns about your IT assets. From types of computers to internet and phone providers, this phase sets the foundation for the upcoming journey.
They will learn how different parts of your system connect, how it works, and how it is used.
2. Data Gathering and Access
The next step involves gathering data and access to accounts and the system.
For example, your IT provider needs to know who your internet provider is and will need to be added as an authorized account user. This way, if your internet goes out, your IT provider can contact the ISP and resolve the issue on your behalf.
They will also need to know what accounts within your system are essential and how to access them.
They need to know how the system works inside and out and have proper access so they can act as effective administrators.
3. Documentation
Documenting the system layout and confirming authorization ensures clarity and accessibility. The entire IT provider team will use this information for future projects and issue resolution.
Documentation lays the groundwork for swift issue resolution and future system improvements.
If an IT provider fails to document, helpdesk or maintenance technicians may have to start from scratch to help solve issues. They will lack familiarity with your system and cannot bring swift resolution.
Documentation also brings clarity to future IT projects. Your IT provider and business have records of your current assets, technology and business goals, and strategies for how technology can help you reach them. You cannot create a realistic plan without accurately accounting for your current IT system and assets.
Next Steps for Evaluating Onboarding Practices
When meeting with a potential IT provider, clients should ask three questions about onboarding.
Onboarding is not just a process. It ensures that your IT provider truly understands your system, leading to smoother operations, better support, and a roadmap for future success.
If an IT provider is not charging for onboarding, this can be a red flag. You can ask them why they do not charge or if there are other hidden fees. They are likely compensating for the costs elsewhere by rushing onboarding, overcharging for other services, or using less efficient tools or services.
Cybersecurity Coach @ LeastTrust IT | CRISC Certification
9 个月If you hired a new sysadmin (IT full time employee), How long would it take them to get up to speed? In that time spent on salary and benefits, how much money did that equate to? Outsourced IT providers hit the road running much faster and effort/investment/work is front loaded. No short cuts to good IT and certainly no short cuts to great security.