How We Onboard
New to Rooted Consulting?
In order for Rooted Consulting to provide the best service we can, there is a process we follow when onboarding new customers. This page outlines the steps we take when onboarding a new customer.
If you are an existing customer, please visit our "How to Get Support" page here.
You Have Reached Out For Support
At Rooted Consulting, it is good practice to use our ticketing system to reach out to one of our consultants.
We get asked why a ticketing system a lot?
Here are some of the advantages to using a ticketing system:
A central place to manage support requests and track Helpdesk time.
very staff member gets notified and the right person is assigned.
Avoids missing important requests. If it goes to personal email it could be missed and management can’t track it.
When staff are on PTO someone else can jump in and keep assisting.
Accurate billing. We track time in our tickets.
Organizations can see all the tickets and review and/ or Re-open.
It’s an extra step but our customer satisfaction when through the roof when we centralized our support process.
To Submit a ticket
Schedule Intro/Discovery Call
The first step to a good relationship is getting to know each other. We believe this holds true in business as well, so the first thing we do is get a Discovery call scheduled. A Rooted consultant will reply to your ticket with instructions on scheduling a call.
We use a scheduling system called Calendly. This allows you to see our availability so that you can pick a time that fits your schedule when we are mutually available.
You can learn more about scheduling time with a consultant by visiting our resources page locate here.
On this call, we will tell you a little about who we are and get to know you a little by finding out what issue you are experiencing.
On this call, we will also collect contact information for three people/positions:
Financial point of contact
Technical point of contact
(These will be added to our company directory.)
We will discuss our Service Level Agreement (SLA) and our Fee Schedule. Both of these will be sent to you while we are on the call. The SLA will need to be signed and returned before we can perform any support.
We will provide you with contact information for both our support and accounting teams. These V-Cards are available below.
Upon completion of the call, a follow-up email will be sent reviewing what we discussed on the call, V-Cards for Rooted support and accounting teams, and links to our SLA, Fee Schedule and resources web page.
Rooted Receives Signed SLA
Schedule Time to review Service Offerings and Procedures.
Once we receive the signed SLA, we can begin supporting you, but we’ll also schedule a call with you and our founder and company manager, Christopher Holmes, to review service offerings and procedures including billing.