What you can expect from Milestone.
Ramp Up.
Waiting is hard, but there are a few things we need to accomplish before we bring you on board. In the background, our team will build your Milestone structure, generate access checklists, coordinate with our service team(s) to assign staff, and familiarize ourselves with your account. You can expect four major touchpoints before your kick-off from our Client Experience and Shared Services teams: a welcome message (including this guide), initial access requests, a notice to schedule your engagement kick-off, and an action plan outlining the prioritization of foundational tasks. These touchpoints will follow the timetable provided to you during the discovery process.
Engagement Kick-Off.
During this meeting, you will meet with your implementation team. The goal of this session is to confirm what we learned in initial discovery, review details of your engagement, finalize our action plan, and coordinate next steps.
Implementation Start.
Now that we know next steps, our implementation team will begin their work, building tools, conducting trainings, as well as reviewing and documenting current and new processes based on your scope of work.
Initial Meeting with Recurring Services.
While our implementation team builds your Milestone foundation, you will meet your recurring services team. These meeting(s) will dive into the specifics of your existing practices and further expand on any pain points. The cadence of these meetings varies by service line. You may hear us refer to these meetings as discovery, working, or shadowing sessions.
Check-In Meetings.
The CX team, in conjunction with your implementation team, will work in the background to ensure a smooth onboarding to Milestone. The intention of these internal meetings is to ensure work progresses as close to the slated timeline as possible. They also ensure questions or issues are addressed as they arise.
Implementation Complete.
With foundation work completed, our recurring services team is now set to engage at full speed. Your recurring team will continue to help guide best practices and make recommendations to improve efficiencies when appropriate.
Define Scope.
Some engagements are made to be hourly, while for others, our goal is to get to a fixed fee. Following the initial proposal, we will outline a structured fee based on your scope of work and the nuances of your organization.
NPS.
90 days after your implementation is complete, you will receive your first NPS survey. What is NPS, you ask? NPS stands for Net Promoter Score. This allows Milestone to gauge how likely our clients are to recommend Milestone on a 0 – 10 scale. It also gives you the opportunity to provide feedback in your own words. But don’t wait for an NPS survey to let us know how we are doing! We welcome feedback at any time during your journey.
Renewal.
Each year, we analyze your account to ensure we are providing the right level of service in the method that best meets your needs. Some years, we may want to chat about the evolution of your business, other years, we may just need to provide a general rate increase, and sometimes, we just may swing by to say hello!
What you can expect from Milestone.
Ramp Up.
Waiting is hard, but there are a few things we need to accomplish before we bring you on board. In the background, our team will build your Milestone structure, generate access checklists, coordinate with our service team(s) to assign staff, and familiarize ourselves with your account. You can expect four major touchpoints before your kick-off from our Client Experience and Shared Services teams: a welcome message (including this guide), initial access requests, a notice to schedule your engagement kick-off, and an action plan outlining the prioritization of foundational tasks. These touchpoints will follow the timetable provided to you during the discovery process.
Engagement Kick-Off.
During this meeting, you will meet with your implementation team. The goal of this session is to confirm what we learned in initial discovery, review details of your engagement, finalize our action plan, and coordinate next steps.
Implementation Start.
Now that we know next steps, our implementation team will begin their work, building tools, conducting trainings, as well as reviewing and documenting current and new processes based on your scope of work.
Initial Meeting with Recurring Services.
While our implementation team builds your Milestone foundation, you will meet your recurring services team. These meeting(s) will dive into the specifics of your existing practices and further expand on any pain points. The cadence of these meetings varies by service line. You may hear us refer to these meetings as discovery, working, or shadowing sessions.
Check-In Meetings.
The CX team, in conjunction with your implementation team, will work in the background to ensure a smooth onboarding to Milestone. The intention of these internal meetings is to ensure work progresses as close to the slated timeline as possible. They also ensure questions or issues are addressed as they arise.
Implementation Complete.
With foundation work completed, our recurring services team is now set to engage at full speed. Your recurring team will continue to help guide best practices and make recommendations to improve efficiencies when appropriate.
Define Scope.
Some engagements are made to be hourly, while for others, our goal is to get to a fixed fee. Following the initial proposal, we will outline a structured fee based on your scope of work and the nuances of your organization.
NPS.
90 days after your implementation is complete, you will receive your first NPS survey. What is NPS, you ask? NPS stands for Net Promoter Score. This allows Milestone to gauge how likely our clients are to recommend Milestone on a 0 – 10 scale. It also gives you the opportunity to provide feedback in your own words. But don’t wait for an NPS survey to let us know how we are doing! We welcome feedback at any time during your journey.
Renewal.
Each year, we analyze your account to ensure we are providing the right level of service in the method that best meets your needs. Some years, we may want to chat about the evolution of your business, other years, we may just need to provide a general rate increase, and sometimes, we just may swing by to say hello!
What we’ll need from you.
To start, we’ll need access to the tools and processes you use every day, even if we are implementing something new. We want to see how you operate so we can suggest and implement best practices.
Access
We’ll create an onboarding checklist in our secure project management system, enabling dynamic discussions with our Access Coordinator. It will request core system access (accounting, HRIS, payroll) and, if needed, access to banks, credit cards, vendors, and tool portals.
Trust
We take security seriously. All logins are stored in our privileged access system, and our tools are SOC 2 Type 2 (US) and GDPR (EU) compliant, ensuring your data stays protected. Milestone is committed to offering solutions that comply with these and other applicable privacy and data protection laws.
We request access in advance of our first meeting so we can hit the ground running after kick-off. The faster we have your information, the faster you can see the value of your Milestone support.
How we communicate.
Everyone communicates differently. During our initial meetings, we will work to develop a communication plan.
Communication is
Essential
When bringing on a fractional resource, there are A LOT of moving pieces. We want to know what you feel is working really well and what could be better. Never hesitate to raise a question or give feedback.
Method of
Communication
Some people are email people, others prefer the phone or Slack. We will match your communication style. And, if we are working directly with your team, we will identify the best method to deliver company-wide communication or one-on-one support.
Response
Policy
We strive to respond to all communications within one business day. If an urgent matter arises, put “Urgent” in the subject line of an email, send a message to your outlined team inbox so more than one person is notified, or give us a call.
Observed
Holidays