Ensuring a Successful Onboarding with Fixably

Onboarding a new system is a crucial phase for any business, especially when integrating a comprehensive operating platform like Fixably into an enterprise-sized company. A smooth transition not only minimizes disruptions but also sets the foundation for long-term success.

To support our customers in this critical process, we’ve developed a structured and collaborative onboarding approach designed to ensure a seamless and successful implementation.

In this blog, we’ll walk you through what to expect during an enterprise-level onboarding process with Fixably and share some valuable tips to make your onboarding experience as smooth as possible.

Process Mapping, a Key to Success

During the discovery and sales process, we work closely with you to identify your main processes and any specific development needs. These discussions are crucial for ensuring that Fixably can fully support your business processes. Any exceptions or special requirements identified during this phase are typically included in your contract, ensuring alignment from the outset.

However, in complex enterprise service operations with multiple service lines and unique customer needs, it’s likely not possible to map every detail during the presales phase. The full assessment of your business processes and the end goals with Fixably will take place collaboratively during the onboarding project with some flexibility we provide to cater for a smooth overall onboarding. 

Onboarding with a Business-First Approach

The goal of onboarding isn’t to replicate your existing system. The best implementations arise when you start with a blank slate and integrate your previous experience. 

As changes are implemented, it is an excellent opportunity to evaluate your current processes. Are they truly the most effective, or are they constrained by limitations of your legacy systems? Simplifying and streamlining workflows can lead to significant gains in both efficiency and effectiveness. Ideally, this evaluation should take place before we start implementing the system around your processes, However, it’s common for the most impactful optimization work to begin after implementation.

This proactive approach ensures that processes evolve to serve the needs of your business, rather than your business adapting to outdated processes. Our team will bring extensive expertise and an objective perspective to help optimize and align Fixably with your business goals, empowering you to achieve maximum value from the platform.

What to Expect During An Enterprise Onboarding

1. Structured Meetings

• Weekly Project Meetings:
  • These involve Fixably’s project team, your project manager, and subject matter experts. Each session walks through a specific part of your operations, ensuring alignment and progress.
  • Sessions are recorded, and links are shared with your team alongside meeting minutes for easy reference.
• Steering Group Meetings:
  • Held every other or every three weeks, these include Fixably’s project management and your decision-makers. They are critical for addressing roadblocks and prioritizing tasks to maintain momentum.

2. Process Mapping and System Configuration

• Initial Phase:
  • Focuses on mapping your processes while building your Fixably tenant. This involves setting up workflows, queues, automations, and reporting tailored to your operations.
  • You will also be introduced to Fixably’s logic during these sessions. While early access to the tenant may seem appealing, it’s important to remember that the out-of-the-box version of Fixably will not initially fit your needs. Guided access is provided workflow by workflow as we tailor the software to fit your processes.
• Site Visits:
  • For large customers, a site visit at the start of the project may be conducted to understand the full scope of operations and goals..

3. Customer Contributions

• As the project progresses, your team will handle tasks such as setting up OEM integrations, defining inventory products, and creating customer communication templates.
• Since each company may use slightly different workflows and versions of Fixably, there is no one-size-fits-all documentation or training material available out-of-the-box. Our knowledge base offers extensive guidance, but we recommend using onboarding session recordings and Fixably’s documentation to compile customized internal materials for your organization.

4. Optimization

• Fixably’s collaboration with your business continues beyond go-live, ensuring ongoing improvements. We continuously identify opportunities to save resources and time; reduce clicks, automate repetitive tasks, and improve consistency in service quality. These optimizations result in significant time savings and better data quality. 
• Some processes may not be improved immediately compared to your current setup, but successful onboarding and go-live is just the start of our optimisation path. Typically, the quicker onboarding can be conducted, the more savings and efficiency can be gained short term.
• It’s important for the project management to focus on the overall benefits of the new system. Steering groups are essential for prioritizing requirements and driving the project towards go-live. 
• We will introduce new features and review them with your team to ensure a smooth adoption. Our software platform consistently evolves at a fast pace, delivering new features designed to support and enhance your business operations. Should you require additional integrations after going live, we offer robust and comprehensive APIs for seamless integration. Additionally, for our enterprise clients, we provide integration services to meet specific needs.

‍5. Timeline

• Depending on the size and complexity of your operations, bigger enterprise onboardings typically take 3-6 months. By the end of this period, the system is thoroughly tested, and all users are trained and ready to go live.

Keys to Onboarding Success

1. Strong Project Management

• A capable project manager is essential. They must have a clear vision for the project, a strong mandate from decision-makers, and the authority to make critical decisions. Additionally, they should fully understand the project’s net benefits and ensure the necessary time and resources are allocated from subject matter experts to achieve success.

2. Dedicated Team

• Team members must have sufficient time to focus on the project without being derailed by daily operations.

3. Leadership Support

• Top-down support ensures prioritization of the project. Steering group can address blockers, prioritize tasks and ensure progress, even if some issues need to be resolved post-go-live.

4. Effective Change Management

• Internal communication about the importance of the change is critical. Employees need support to adapt to new processes and see the long-term benefits. Fixably’s user-friendly design, created from an engineer’s perspective, ensures employees quickly recognize the value of the new system.

Conclusion

Onboarding Fixably is a collaborative journey aimed at transforming your operations to meet your business goals effectively. With structured processes, dedicated teamwork, and continuous optimization, we ensure that your transition to Fixably is smooth and sets you up for long-term success.

What our customers have said about onboarding Fixably:

• "Our onboarding project manager took our hand from the very start and guided us through. The team at Fixably was incredibly generous with their time and very patient.” - Compnow, Enterprise Repair Service Provider in Australia (read full story here).
• "We’ve absolutely fallen in love with Fixably, and we couldn’t be more appreciative of all the support you’ve provided. The level of communication and support we’ve received has been nothing short of incredible." - Enterprise Repair Service Provider in EU
• We are very excited to be using Fixably, and our experience so far has been highly positive. The technicians have found the system intuitive, and they’ve reported that it has significantly simplified their workflow compared to the present environment. I’d like to take a moment to mention the support team as well. I’ve had an exceptionally positive experience working with them. They are incredibly responsive, resolving issues promptly and efficiently. To be honest, this level of support is something we’re not accustomed to, and it has been a pleasant surprise." - Enterprise Repair Service Provider in EU

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