Cloud customer onboarding center

Snapshot

Blueprint built a dedicated team of technical onboarding experts that manages the deployment of cloud productivity services to the client’s entire customer organization that drives improved usage, retention, and loyalty.

Our work

The Problem

A global technology, software, and services company was experiencing challenges in adoption and deployment of its suite of cloud-based productivity tools after the customer had purchased it. The number of deployed seats and associated revenue lagged expectations and projections. They sought to outsource the execution and operation of a portion of their onboarding center, with engineers to act on their behalf with new cloud customers, and needed an aggressive plan to increase adoption of the additional tools in the suite.

The Blueprint Way

Blueprint built a dedicated team of technical onboarding experts that manages the deployment of cloud productivity services to the entire customer organization, driving improved usage, retention, and loyalty. The program focuses on proactively engaging customers, getting them deployed rapidly (within days) and using the full feature set by providing guidance in four areas: Assess, Remediate, Enable, and Migrate. The team includes Onboarding Engineers and Managers using specialized onboarding guidance, documentation, and tools in a distributed infrastructure in two cities: Charlotte, NC and Las Colinas, TX. The distributed approach enables a broader source of technical resources and a more fluid coverage model for US time zones. PODS that include a Client Manager resourced with 30 Blueprint Migration Engineers are distributed across virtual sites, underpinned with Blueprint training, quality, and reporting capabilities in each location. 

Impact

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