New Customer Onboarding Process

 

 

New Customer Onboarding Process — Step-by-Step Summary

The GreenLink onboarding process is designed to make transitioning your phone service to the cloud as smooth and organized as possible. Below is a simplified step-by-step overview of the onboarding process covered in the video. 

Step 1 

Agreement Approval

The onboarding process officially begins once the service agreement has been signed, approved, and filed by the GreenLink team.

At this stage, your account is ready to move into onboarding and implementation.

Step 2  

Schedule the Onboarding Call

A GreenLink Onboarding Specialist will send a welcome email containing:

• A scheduling link for the onboarding call
• A spreadsheet to complete with information about your users/office spaces, and porting details

Your designated Onboarding Point of Contact can use the scheduling link to select a convenient time for the onboarding call.

Step 3

Complete the Onboarding Call

During the onboarding call, GreenLink gathers information about how you want your phone system configured.

Topics covered during this call include:

• User and extension setup
• Call routing and call flow configuration
• Auto-attendants and ring groups
• Business hours and after-hours call handling
• Required calling features and functionality
• Network optimization requirements
• Contract updates or changes if needed
• Extensions
• Auto-attendants
• Ring groups
• Time conditions
• Additional requested features
• A copy of your current phone bill
• A Customer Service Record (CSR), if required

This is also when the account build-out and porting process officially begin.

Account Setup Begins

The GreenLink setup team begins configuring:

Number Porting Begins

The porting team starts the process of transferring your phone numbers from your current provider to GreenLink.

You may be asked to provide:

• A copy of your current phone bill
• A Customer Service Record (CSR), if required

Step 4 

Phone Configuration & Shipping

If phones are being purchased or rented from GreenLink, the provisioning team will:

• Configure the devices
• Prepare them for plug-and-play deployment
• Ship the phones to your location

If you are using your own equipment, GreenLink will coordinate with your IT team to configure the devices for use with the GreenLink platform.

Step 5 

Ongoing Communication

Throughout the onboarding process, your Onboarding Specialist will remain in communication with your team.

As the requested Go-Live date approaches, GreenLink will:

• Provide status updates
• Coordinate timelines
• Confirm or adjust the Go-Live date based on porting approvals

Step 6 

Go-Live Confirmation

Once the porting date is approved by the previous provider, GreenLink will confirm the official Go-Live date and finalize scheduling.

Step 7

Network Optimization

Because VoIP services rely heavily on internet and network performance, GreenLink provides network optimization guidelines for your IT team and requires confirmation that these recommendations have been implemented prior to Go-Live.

Completing this step ahead of deployment helps ensure:

• High call quality
• System stability
• Reliable phone service performance

Step 8

Testing & Training

Before Go-Live, GreenLink coordinates testing and preparation activities, including:

• Plugging in and testing phones
• Confirming devices are online
• Providing user guides and training materials
• Helping users record voicemail greetings
• Familiarizing staff with the system

Step 9 

Go-Live

On the scheduled Go-Live date:

• Your phone numbers transfer to GreenLink - The number transfer itself is automated and typically completes within seconds to a few minutes, depending on the previous carrier.
• Phones are brought online
• Calling services become active on the GreenLink Cloud platform

Once all steps are completed successfully, your business is officially live on the GreenLink Cloud Phone System!