Customer Onboarding - Rooted Consulting

Your-Business

How does Rooted

Onboard New Customers?

In order for Rooted Consulting to provide the best service we can, there is a process we follow when onboarding new customers. This page outlines the steps we take when onboarding a new customer.

If you are an existing customer, please view our “How to Get Support” video.

It All Starts with a Ticket

At Rooted Consulting, it is good practice to use our ticketing system to reach out to one of our consultants.

We get asked why a ticketing system a lot?

Here are some of the advantages to using a ticketing system:

A central place to manage support requests and track Helpdesk time.
Every staff member gets notified and the right person is assigned.
Avoids missing important requests. If it goes to personal email it could be missed and management can’t track it.
When staff are on PTO someone else can jump in and keep assisting.
Accurate billing. We track time in our tickets.
Organizations can see all the tickets and review and/ or Re-open.

It’s an extra step but our customer satisfaction when through the roof when we centralized our support process.

We get asked why a ticketing system a lot?

It All Starts with a Ticket

Here are some of the advantages to using a ticketing system:

A central place to manage support requests and track Helpdesk time.
Every staff member gets notified and the right person is assigned.
Avoids missing important requests. If it goes to personal email it could be missed and management can’t track it.

When staff are on PTO someone else can jump in and keep assisting.
Accurate billing. We track time in our tickets.
Organizations can see all the tickets and review and/ or Re-open.

It’s an extra step but our customer satisfaction when through the roof when we centralized our support process.

How To Submit A Ticket

1. You submit a Ticket to Rooted

You have placed your First ticket in with Rooted at Support.Rootedconsulting.org.
One of our consultants reviews the ticket and sends a response.

2. Customer Receives and Reviews the SLA

A consultant with Rooted will respond to the ticket and ask you to review our Service Level Agreement. This details how we do business with organizations. This document must be signed before moving forward. View our SLA Here.

We will also need 3 points of contact:

Main
Financial
Technical

3. Review our Fee Schedule

Along with our SLA, you will be sent our Fee Schedule. in this document it breaks down how we as Rooted bills for our time with customers. You can review our Fee Schedule Here

4. Once the Signed SLA is Received

Our team will create a Organizational account for you in our ticketing system. This gives you the ability to review all tickets submitted by your organization. We then send you a calendal link that you can use to schedule time with one of our consultants to get the help you need.

1. You submit a Ticket to Rooted

You have placed your First ticket in with Rooted at Support.Rootedconsulting.org.
One of our consultants reviews the ticket and sends a response.

2. Customer Receives and Reviews the SLA

A consultant with Rooted will respond to the ticket and ask you to review our Service Level Agreement. This details how we do business with organizations. This document must be signed before moving forward. View our SLA Here.

We will also need 3 points of contact:

Main
Financial
Technical

3. Review our Fee Schedule

Along with our SLA, you will be sent our Fee Schedule. in this document it breaks down how we as Rooted bills for our time with customers. You can review our Fee Schedule Here

4. Once the Signed SLA is Received

Our team will create a Organizational account for you in our ticketing system. This gives you the ability to review all tickets submitted by your organization. We then send you a calendal link that you can use to schedule time with one of our consultants to get the help you need.

Your-Business

Get Support Today

We are ready to help

If there is any issue that you may come across we are here to help. Submit a ticket today and let’s get the conversation started.

What is

RootedCare

What is

Mobile Device Managment

Video Resources

Our

Project Workflow

Service Level Agreement

What is

RootedCare

What is

Mobile Device Managment

Video Resources

Our

Project Workflow

Service Level Agreement