With Site Summary, you can capture details that show your team how to support the client. This type of documentation is designed to be completed in stages as you move through the onboarding process.
Preparation
Enter your client's locations and contacts by either syncing them from your PSA or adding each location and contact manually.
Send the client various forms to arrange for key transfer, out of hours policy, and authorized contact details.
In the Flexible Asset template (Account > Flexible Asset Types > Site Summary), add and update the fields to enable your team to select from pre-defined or custom options. Potential additions include: patching and maintenance windows.
Instructions
Complete as many fields as you can during the initial client meeting and add the remaining information during the discovery process.
Navigate to the organization you are onboarding.
Click on Site Summary in the left sidebar and then on the + New button in the top-right corner.
In the Create Site Summary screen, complete each of the below fields:
Title - Choose a phrase that provides quick recognition when searched.
Relationship Status - The account manager for the client has responsibility to keep this field up to date.
Known Issues - Summarize any ongoing issues commonly sited in support tickets.
Client Info - Create and tag documents in these fields once the forms have been collected.
Team Info - Tag your internal account managers, technical leads, and/or project managers. This is particularly helpful in larger teams to help identify accountability internally.
Project Label - Enter the Organization Name Managed Services.
Project ID - Onboarding project ID from your PSA or project management software.
Onboarding Phase - Capture the onboarding progress here. You may want to customize the language or simplify the number of phases.
Target Go-Live Date - Planned date for onboarding completion. Planned date for them full SLA support begins with the team.
Discovery / Implementation / Support QA fields - Tag the internal team member who signs off the progression from one phase to another. Dates for the phases will likely be captured in the project overview. These fields record completion and handover.
Click Save.
Document the out of office access code in the Passwords area (if that's not already done) and then add to the site summary under Related Items.
(Optional) Create any documents that you want to locate quickly, such as procurement procedures, finance processes, or outputs from a former IT provider. Then tag them in Related Items.