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Tuesday, April 8 • 3:00pm - 3:50pm
Best Practices for Operations: On-boarding New Customers and Using Key Performance Indicators (KPI) to Run the Business By the Numbers

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This session focuses on developing and implementing an effective, efficient on-boarding process for new Cloud customers and critical KPIs to measure after implementation to ensure customer satisfaction. Once the decision has been made to begin service delivery for a new customer, you must execute an effective, efficient on-boarding process in order to meet customer and end-user expectations and facilitate future service. A poorly designed and executed on-boarding and ongoing maintenance process will quickly erode customer and end-user confidence and satisfaction and increase service-delivery difficulty and cost. This session will also cover effective SLA design and incident management process overview.

Attendees to this session will receive the following tools: New Client On-boarding Checklist, Operations KPI Dashboard

Download my deck and handouts and get a free 30 Day subscription to our IT Business Builder Training and Resource Center courtesy of Ingram Micro here: www.spc-intl.com/ingrammicrocloud2014.

Speakers
avatar for Erick Simpson

Erick Simpson

Vice President and CIO of SPC International, Inc., SPC International, Inc.
Vice President and CIO of SPC International, Inc., Erick is one of the most prolific, recognized and sought-after IT, Cloud and Managed Services business improvement and transformation experts, authors and speakers in the industry. He has contributed to numerous industry publications and events and has authored "The Guide to a Successful Managed Services Practice"; the definitive book on Managed Services, “The Best I.T. Sales & Marketing BOOK... Read More →


Tuesday April 8, 2014 3:00pm - 3:50pm
Atlantic 1