After the call, we start collecting the necessary documentation from the client-side (e.g. network Visios, administrative passwords, customer escalation procedure, authorized user lists, and vendor escalation forms amongst other information.) EMPIST’s team of engineers handles most of the technical tasks and addresses any issues that may arise.

Within 3 – 4 weeks of the kick-off call, EMPIST conducts training for the entire staff at the client site outlining the methods by which users can open tickets. Services and billing generally commence on the date of this staff training, although it may occur sooner for certain services that are initiated at the request of the client.

While all staff will not be able to open tickets directly until the time of the training, designated client contacts (determined during the kick-off call) may submit tickets throughout the onboarding process directly to the project manager. This helps to eliminate any gaps in coverage.