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#Firmday 28 march 2014   Rackspace - how to onboard a fanatic
#Firmday 28 march 2014   Rackspace - how to onboard a fanatic
#Firmday 28 march 2014   Rackspace - how to onboard a fanatic
#Firmday 28 march 2014   Rackspace - how to onboard a fanatic
#Firmday 28 march 2014   Rackspace - how to onboard a fanatic
#Firmday 28 march 2014   Rackspace - how to onboard a fanatic
#Firmday 28 march 2014   Rackspace - how to onboard a fanatic
#Firmday 28 march 2014   Rackspace - how to onboard a fanatic
#Firmday 28 march 2014   Rackspace - how to onboard a fanatic
#Firmday 28 march 2014   Rackspace - how to onboard a fanatic
#Firmday 28 march 2014   Rackspace - how to onboard a fanatic
#Firmday 28 march 2014   Rackspace - how to onboard a fanatic
#Firmday 28 march 2014   Rackspace - how to onboard a fanatic
#Firmday 28 march 2014   Rackspace - how to onboard a fanatic
#Firmday 28 march 2014   Rackspace - how to onboard a fanatic
#Firmday 28 march 2014   Rackspace - how to onboard a fanatic
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#Firmday 28 march 2014 Rackspace - how to onboard a fanatic

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Eddie Gleeson, On-boarding & Business Skills Manager at Rackspace, will share with us how they prepare people for working in a high-growth, super high-change environment with a 'fanatical' commitment …

Eddie Gleeson, On-boarding & Business Skills Manager at Rackspace, will share with us how they prepare people for working in a high-growth, super high-change environment with a 'fanatical' commitment to delivering a great customer experience with a session called 'How to On-board a Fanatic'

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  • If you’ve seen a Rackspace presentation before, you likely have seen a statement such as this talking about great customer service. At Rackspace, we believe that Service is our key strategic differentiator and reason customers will continue to trust their business to Rackspace. While more than ever technology is playing a key role in RAX capabilities (OpenStack, Public/Private Cloud, RackConnect, etc)...we’ll continue to rely on service as our primary differentiator.
  • http://youtu.be/De3n7IzplU8http://youtu.be/YucEzdOu2OY
  • Transcript

    • 1. 1 HOW TO ONBOARD A “FANATIC” Delivered by: Eddie Gleeson
    • 2. RACKSPACE® HOSTING | WWW.RACKSPACE.COM 2
    • 3. RACKSPACE® HOSTING | WWW.RACKSPACE.COM HOW DO YOU ONBOARD A “FANATIC”?.. INVEST IN THE INDIVIDUAL. 3
    • 4. RACKSPACE® HOSTING | WWW.RACKSPACE.COM 2007 • 200 Rackers (UK) • 2 Offices (US & UK) • 2 Technologies • 2 Service Levels • £29m Revenue (UK) 4 2014 • 1200 Rackers (Int.) • 18 Offices (Globally) • Dedicated, Cloud, Openstack, Busine ss Apps, Dev. Apps, Big Data Technology… • 5 Core Service Levels • £236m Revenue (Int)
    • 5. RACKSPACE® HOSTING | WWW.RACKSPACE.COM To be recognised as one of the world’s greatest service companies. “ ” Rackspace Vision 5
    • 6. 6
    • 7. RACKSPACE® HOSTING | WWW.RACKSPACE.COM 7
    • 8. RACKSPACE® HOSTING | WWW.RACKSPACE.COM Our 4 Pillars 8 Know Rackspace Know The People Know Where I’m Going Have The Knowledge to do My Job
    • 9. RACKSPACE® HOSTING | WWW.RACKSPACE.COM The Current World 9 Racker Fundamentals Welcome Home Hosting Fundamentals Sales Fundamentals Support Fundamentals Manager Compass Tools of the Rack Rack Ready Workbook Rookie-O
    • 10. RACKSPACE® HOSTING | WWW.RACKSPACE.COM 10 Rookie-O • Build a network • Understand the culture • Knowledge of the business and strategy
    • 11. RACKSPACE® HOSTING | WWW.RACKSPACE.COM • Managing within the RS culture • Leading with authenticity • Forming a 90 plan • Understanding the processes & tools for supporting customers • Selling hosting at RS • Selling the value of RS and FS • Selling the portfolio • Understanding the competition • Understand hosting technology • Know and understand the RS portfolio • Build a learning platform • Build a network • Understand the culture • Knowledge of the business and strategy The Current World 11 Racker Fundamentals Welcome Home Hosting Fundamentals Sales Fundamentals Support Fundamentals Manager Compass Tools of the Rack Rack Ready Workbook • To assist rackers in owning their own onboarding experience • To assist managers with constructing to “out of classroom” parts of onboardind Rookie-O
    • 12. RACKSPACE® HOSTING | WWW.RACKSPACE.COM Where We’re Going Challenge • Specialisation = specialist skillsets = specific development requirements Onboarding solution • Move to a “time to competence” based model: Why? • More unique requirements; specialist skills, remote working, return to work • Therefore more; specialist subjects, methods of delivery, tailored programmes 12 Expected progress Needs more focused development High performer
    • 13. RACKSPACE® HOSTING | WWW.RACKSPACE.COM Proposed World 13 Why? • Tailored on-boarding plans • Agility in design / evolution • More on-boarding options • Progress tracking and assessment
    • 14. RACKSPACE® HOSTING | WWW.RACKSPACE.COM End Game – it’s all about specialists and competence 14 Probation Key Classroom Video Reading Assignment
    • 15. RACKSPACE® HOSTING | WWW.RACKSPACE.COM Finally – What’s The Value? • NPS in Onboarding = 84% • Probation Passes = 97.5% • 1st Year Leavers = 5.9% 15
    • 16. 16 RACKSPACE® HOSTING | © RACKSPACE US, INC. | RACKSPACE® AND FANATICAL SUPPORT® ARE SERVICE MARKS OF RACKSPACE US, INC. REGISTERED IN TH E UNITED STATES AND OTHER COUNTRIES. RACKSPACE® HOSTING | 5 MILLINGTON ROAD | HAYES, UNITED KINGDOM UB3 4AZ UK SALES: +44 (0)20 8712 6507 | UK SUPPORT: 0800 988 0300 | WWW.RACKSPACE.CO.UK

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