Manage the Customer Onboarding Process

Onboarding to the FSM solution follows a structured and collaborative process designed to ensure that both the technical environment and the operational teams are fully prepared for successful adoption.

Because the platform is SaaS-based, the focus shifts from traditional infrastructure setup to activities such as environment provisioning, user access, data readiness, integration enablement, and configuration of business workflows. This onboarding framework provides a clear pathway, from initial preparation and requirement validation through configuration, testing, training, and go-live, ensuring that organisations can smoothly transition into a fully operational Field Service Management environment.

Phase	Activity	Description / Tasks	Deliverables / Notes
Preparation	Kickoff & Alignment	Introduce FSM SaaS platform, define scope, onboarding process, objectives, and success criteria.	Agreed objectives, success criteria, project plan
	Requirement Validation	Confirm supported platforms (browsers, OS, mobile). Validate network/firewall rules. Identify integration systems (SSO, email, ERP, CRM, monitoring).	Validated requirements, integration list
	Data Readiness	Assess source data (users, agents, assets, work orders). Agree on migration format (CSV, Excel, API).	Data assessment, agreed migration format
	Customer Role Mapping	Define FSM roles (agents, dispatchers, managers, admins). Map organisational job functions to FSM roles.	Role mapping document
Access & Environment Setup	Tenant Provisioning	Set up solution instances in relevant environments.	Provisioned environments
	Identity & Access	Configure authentication (SAML/SSO with Azure AD, Okta, etc.). Apply security policies (MFA, password complexity).	Security & access configuration
	User Access	Provision initial admin accounts. Set up user groups aligned to org structure.	User accounts & groups
	Connectivity	Provide user-specific URLs. Test external access through firewall/proxy if applicable.	Connectivity validated
Configuration & Integration	Core FSM Configuration	Tailor dispatch, scheduling, SLA, escalation rules. Configure mobile workflows (checklists, forms, offline sync).	Configured workflows & rules
	Integrations	Email integration (Office 365, Exchange, Gmail). API/iPaaS integration with ERP, CRM, HR, ITSM. Notification channels (MS Teams, Slack, SMS).	Integrated systems & notifications
	CMDB/Asset Integration	Sync/import assets, devices, or locations from BMC Helix Discovery or customer CMDB.	Asset/CMDB integration
	Data Migration	Import foundation data (users, tickets, assets, sites). Cleanse and validate data. Establish baseline reporting.	Migrated & validated data, baseline reports
Validation & Testing	System Testing	Confirm FSM workflows (dispatch, scheduling, work orders). Validate integrations (SSO, email, ERP, CRM).	Tested workflows and integrations
	UAT (User Acceptance Testing)	Key users test real-world scenarios. Capture feedback and adjust configuration.	UAT sign-off, updated config
Training & Knowledge Transfer	End-User Training	FSM agent/field staff (desktop & mobile). Dispatcher/manager (workload, reporting, dashboards).	Training completion records
	Admin Training	User admins trained in user management, reporting, configuration basics.	Admin training completion
	Reference Materials	Access to FSM Wiki/help guides (installation, troubleshooting, use cases, FAQs, community).	Wiki links, guides
Go-Live	Cutover Execution	Execute cutover plan. Initial hypercare period with increased support. Monitor incidents and adoption.	Cutover plan, hypercare tracking
Post-Onboarding	User Success Reviews	Monthly service review to align with KPIs.	Review notes, action items
	Reporting	Regular SLA/performance reports shared.	SLA/performance reports
	Continuous Improvement	Capture enhancement requests, future integrations, roadmap alignment.	Improvement log, roadmap updates
	Team Deliverables	Provide: user lists, roles/access policies, integration endpoints, migration data extracts, security/compliance requirements.	Complete deliverables package
	Engagement	Appoint onboarding champions (technical + business), participate in UAT/training, champion adoption.	Engagement records, adoption tracking