How we onboard your business, step by step
Switching IT or customer support providers should be simple. Our onboarding process gets you up and running in five clear steps, with little or no disruption for your staff and customers. It applies to our managed IT services, IT help desk, bilingual customer support and answering services.
What you get: a written proposal and clear monthly price
Everything starts with a free consultation, in English or French. We learn how your business works: your team, your locations, the systems you rely on, your customers and what is not working today.
For IT services, we review your current setup, including computers, Microsoft 365 or Google Workspace, network, backups and security. For customer support, we look at your call and email volumes, busy hours, languages and the questions customers ask most.
You then receive a written proposal with the scope, coverage hours, response times and a fixed monthly price, so you know exactly what to expect before you commit.
What you get: a support runbook for your business
Once you are on board, we document everything our team needs to support you well:
- Users, devices, software, network and key vendors.
- Your policies, products, frequently asked questions and the tone you want us to use.
- What counts as urgent, who to call and in what order, day and night.
If you are moving from another provider, we coordinate the handover of passwords and admin access with you and store them securely, with multi-factor authentication and access limited to the people who need it.
What you get: tools in place and a team that knows your business
We get everything ready before the start date. For IT clients, that means installing our monitoring and remote support tools, checking backups and applying a security baseline such as updates and multi-factor authentication. For customer support clients, we set up call routing, email and chat access, and response templates.
We build your knowledge base in English and French and train the agents and technicians who will work on your account, using your real scenarios.
What you get: a smooth start for your staff and customers
We send your staff simple instructions on how to reach us by phone, email or portal. Then we go live, sometimes with a short pilot first so you can review the results before full launch.
During the first weeks, we follow your account closely, check in with you often and adjust procedures quickly when something can work better.
What you get: regular reports and a plan for what comes next
Onboarding ends, but improvement doesn’t. Each month you receive a report on tickets or calls, response times, first contact resolution and customer or user satisfaction. For IT clients, it also covers the health and security of your systems.
We meet with you regularly to review results, fix recurring problems and plan ahead, including hardware replacements, upgrades and budget, so there are no surprises.
Onboarding questions
How long does onboarding take?
It depends on the size of your business and the services you choose. Smaller setups can be ready in a few weeks; we agree on a schedule with you in the proposal.
What do you need from us?
A main contact, access to your systems or a list of who manages them, and an hour or two of your team’s time for interviews and reviews. We handle the rest.
Will our staff or customers notice the switch?
Only in a good way. We plan the handover so that support continues without gaps, and we tell your staff exactly how to reach us.
Can you take over from our current provider?
Yes. We coordinate the handover of documentation and access with you, and we can overlap with your current provider if needed.
Do you work outside Calgary?
Yes. We offer on-site support in Calgary and surrounding areas, Edmonton and Red Deer, and remote support across Canada. See our FAQ for more.