New Client Onboarding

Problem

New Gladstone customers need to understand the onboarding process and the steps involved in becoming set up and ready to use Gladstone Software.

Resolution

1. Meet the Sales Team

   • The onboarding journey begins with the Sales team.

2. Sales to Professional Services

   • After your purchase order is received, a new project is created and assigned to the Professional Services Team.
   • This team manages data, project management, technical, and training services to support your onboarding process.

3. Project Management

   • A Project Manager is assigned as your main point of contact.
   • The Project Manager contacts your key representative and provides a project plan outline.

4. Project Pre-Requisites

   • Certain pre-requisites must be reviewed and signed off before technical implementation can begin.

5. Technical Implementation

   • A Technical Engineer sets up your cloud platform and installs the Gladstone products you purchased.
   • You receive both a sandbox (test) and live (production) environment.

6. System Insights & Data Import Specification

   • A Trainer from the Data & Solutions Team schedules an initial meeting and discusses your Business Overview questionnaire.
   • The Trainer then guides you through a system specification process to decide on your system setup.
   • If migrating from another leisure management system, data preparation responsibilities are discussed and a data import review is conducted.

7. System Build & Product Training

   • You choose from three main options for building and training your Gladstone system:
     • Train the trainer system build
     • Gladstone system build
     • ADI Plus product training

8. Import Pre-Requisites

   • The Business Intelligence consultant audits a sample data import file from your previous system to identify and flag any data issues before test import.

9. Test Import

   • A test import allows you to review imported data in your new system.
   • Results are shared with you for verification.
   • After your sign-off, the process advances to live import.

10. Live Import

    • The final import is performed after corrections and checks are completed.
    • Results are sent for your confirmation and sign-off.

11. Technical Works

    • Any other technical tasks are carried out at this stage, such as setting up payment systems, peripherals, and access control (if required).

12. Go Live!

    • After successful data import and system setup, along with completed staff training, your new Gladstone system goes live.

13. Insights and Reporting Training

    • Four weeks after Go Live, training is provided on insights and reporting so you can use your own real data to generate meaningful reports.

Notes

• Each onboarding step offers additional resources and support. If you need more information about a particular stage, ask your Project Manager or the Professional Services team.
• The process may involve options or decisions specific to your organisation; your Project Manager will guide you through these.

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