Efficient, Smooth Customer Roll-outs That Stay On-Task, On-Track & On-Time
Our Cloud onboarding plans offer a single web page for tracking deployment progress, tasks, and date, and more, helping maintain project momentum until completion.
Every plan gets a unique URL that will be the one-stop-shop for that specific project.
Step-by-Step Tasks
Eliminate confusion with easy to follow task assignments and instructions along the way.
Real-time Progress Bar
The top of every plan includes a live status bar that tells you exactly where things stand.
Clear Transparency
Quickly see project status, including who is assigned to a task, due dates, and next steps.
Team Collaboration
Add comments or ask questions at any time without never-ending email chains.
Re-assign Tasks
Avoid delays by simply handing a task off to someone else, using only an email address.
Efficient Deployments
Automating routine communications and info capturing reduces downtime.
Easy Uploads/Downloads
Stop emailing attachments! Upload required docs on the plan page.
About 'ESI Customer Onboarding Plans'
Most 'ESI Customer Onboarding Plans' have 10 Phases, each consisting of a series of Tasks to be completed by the Customer, Partner or ESI.
Project Coordinator Assignment
Schedule & Prepare for Configuration Planning Meeting
Perform Customer Network Test
Attend Configuration Planning Meeting
Equipment Ships to Customer
Prepare to Migrate/Port Phone Numbers
User Training
ESI Service Activation
Final Porting & Account Set-up
Service Verification
How the 'Customer Onboarding Plans' work:
Once assigned, the ESI Project Coordinator will email invitations to specific Customer contacts, and approved ESI Partner contacts.
The invitations provide access to a plan home page, a single location to view task assignments and due dates, upload docs, communicate with others, and more.
When assigned a "Task" or "Comment", team members will receive a notification to alert them - or provide a gentle nudge.
At the top of each project plan page is a real-time progress bar, that updates when objectives have been completed to keep momentum going (see example below).
Watch the video near the top of the page for an introduction.
Yes - it really is just that easy.
Members of the Project Team That Can View Project Plans
Customer Contacts
To ensure your experience is smooth and efficient, you will be notified of any tasks or information that is required of you throughout the process.
Receives notifications of new tasks, when available
Reminders when tasks are overdue
May reassign tasks to new contacts using an email address
May 'comment' on tasks to ask questions from the Implementation Team or Partner
ESI Sales Partners
If the customer chooses, the partners are kept in-the-loop progress, though most questions will still go to the Project Coordinator.
With customer approval, may access and interact with the plan
Partners may have tasks added, depending on the type of deployment scheduled
Real-time view of their customer's implementation available at all times
ESI Onboarding Team
The Project Coordinator will keep your project progressing, and is the main point of contact for Customer and Partner questions throughout the process.
Initiates plan once Project Coordinator is assigned
Works behind the scenes to ensure project remains on-schedule
May have additional tasks for the customer or partner, depending on the type of deployment scheduled
May interact directly with anyone on the plan should the need arise
Frequently Asked Questions
This is a collection of questions regarding the new implementation plan. New questions will be added below!
Q: What is an Onboarding “Plan”?
A: A plan is where the steps to our onboarding process live. It consists of phases and tasks.
Q: Will each order get a plan?
A: Yes, ESI will attach a customized plan to each new customer. If the customer has multiple sites or locations we will have one plan per site/location.
Q: Who can see these plans?
A: Internal ESI teams, the customer contacts, and approved partners will be able to view and access these plans.
Q: How can I access an onboarding plan?
A: It is accessible via a shared link. No login required.
Q: How will a customer/partner be invited?
A: An email invitation will be sent out from onboarding@esi-estech.com. You will just need to click the “Get started” button on the email to accept the invitation.
Q: How will the tasks get completed?
A: Each task will be assigned specific due dates and designated to the responsible individual to ensure continuous progress. The plan will automatically send reminder emails and notify the customer, partner, or ESI when new tasks are available for completion. To finalize a task, the assigned individual must click the "Mark done" button.
Q: Which customer contacts are invited to the plan?
A: The plan will invite the Main Contact (contract signee), the Service Change Negotiations Contact, the Technical Contact, and the Billing Contact. These are the contacts that were input on the Contact Authority Form page of the Signed Proposal.
Q: Can additional contacts be added to the plan?
A: Yes, ESI and the Customer have the ability to add additional contacts to the plan.
Q: Can a task be reassigned to another person?
A: Yes, a task can be reassigned to another participant of the plan.
Q: How can I tell who is assigned a task?
A: There are two ways. The first name of the assigned person (and their role) is shown inside the task below the title, and from the plan overview page.
Q: Can anyone complete a task?
A: ESI plan participants (i.e. Project Coordinator, Ops, Network Engineer) can see all tasks and can complete a task assigned to another individual.
Note: ESI participants should only complete tasks assigned to other participants when the customer/agent requests assistance on the task.
Customer/Agent participants can see tasks assigned to everyone, but will only be able to complete a task assigned to customers or agents.
Note: The Agent should only complete tasks assigned to the customer when the customer requests help from the Agent.
Q: How can I get help on a task?
A: Any plan participant can send messages to another plan participant by selecting the comment icon at the bottom right of the task and then mentioning them in the message (@[insert name]).
Q: Will customers/agents receive emails directly from ESI individuals?
A: No, the Onboarding Plan will replace direct emails from ESI individuals. All information and requests will now be a part of the Onboarding plan via tasks. The only emails you will receive will be from onboarding@esi-estech.com and be regarding new work and overdue tasks.
Q: How can I check the progress of the customer’s onboarding?
A: There is a progress bar at the top of the plan that will show each phase and the number of tasks completed in each phase and overall.
Q: Why are some tasks hidden?
A: There are blockers set up on each plan to block a participant from jumping forward and completing tasks that we are not prepared for.
Q: Will there be a quick tutorial video on how to navigate the plan?
A: Yes, there will be a video task assigned to the customer at the beginning of each plan. There will also be an associated video task assigned to the partner at the beginning of each plan.
Q: What should I do if I mistakenly finish a task? Is it possible to reverse it?
A: Absolutely! Just go into the task and hit the "Incomplete" button at the bottom.
Q: Will I receive notifications to remind me of tasks that need to be completed?
A: Absolutely! Consider it your morning wake-up call—task reminder emails will land in your inbox once per weekday at 8:00 AM CST. Just one email per plan, so no need to worry about an inbox invasion. But if you’ve hit the snooze button on reminders or haven’t RSVP’d with your email confirmation, you’ll be flying solo!
Q: What type of emails will I get from the plan?
A: Answer below:
Participant Invitations
Alerts when new work is unlocked: this occurs when progress is made from other participants and a new task is “unlocked” and ready for the assignee to take action.
Participant Task Reminder Emails
Weekly digest: a weekly summary sent every Monday containing any upcoming, due, and overdue tasks
Due date reminders: sent to the point person and task assignee for upcoming, due, and overdue tasks.
These reminders include:
An alert two days before the task is due
The day the task is due
When the task is overdue
Comment notification emails: when a new comment has posted the plan will notify the coordinator, point person, task assignee, and all mentioned users.
Q: Is the Onboarding platform ESI uses securely handling the data?
A: Yes, Arrows is SOC 2 Type II and GDPR compliant. More info can be found on their website.
Q: Is there a centralized page where I can toggle between multiple plans, or do I need to bookmark each plan separately?
A: Unfortunately, there isn't a centralized page. Customers/Agents will need to bookmark each plan individually.
Q: If too far ahead of schedule, can we pause or slow down an onboarding plan?
A: Send a comment to your Project Coordinator if you need to hit the pause button or slow things down. They can pace the timeline to meet the new target date(s).
.png?width=600&height=138&name=image%20(54).png)
