NEW CUSTOMER SERVICE ORDERING AND ONBOARDING
STEP-BY-STEP OVERVIEW OF HOW NEW CUSTOMERS START SERVICE WITH CENTRA, FROM CONTRACT EXECUTION TO SERVICE DELIVERY AND TEAM HANDOFF.
CENTRA Digital is committed to delivering a seamless onboarding experience for new customers. This article outlines the complete ordering and onboarding journey, from initiating contact with CENTRA, to formal service delivery and operational handoff.
To begin the new customer service procurement process, prospective customers should contact CENTRA by emailing sales@centradigital.com or calling 1-888-702-3343. A member of the CENTRA Account Team will guide you through the service discovery and contracting process.
As part of the new customer setup, CENTRA will provide and review the following documents:
- Master Services Agreement (MSA)
- Service Addendum(s) specific to the services being procured
- Service Level Agreement (SLA)
- A summary Service Order describing the services, terms, and pricing
Once the documents are executed, the onboarding process officially begins.
Welcome Email
After CENTRA receives your signed MSA, Service Addendum, and Service Order, you will receive a Welcome Email. This message includes:
- Executed copies of all contractual documents
- An overview of what to expect next
- Details about your Kickoff Meeting, including date/time and participants
- Introductions to your designated Customer Success Manager and key members of the Operations Team
This email confirms that CENTRA has accepted your Service Order and is preparing to initiate service delivery.
Kickoff Meeting
The Kickoff Meeting is hosted by CENTRA’s Account Team and Customer Success Team and is a critical step in aligning both teams on roles, deliverables, and timelines. During the meeting, we will:
- Introduce stakeholders and outline roles and responsibilities
- Provide the CENTRA Handbook and a copy of CENTRA’s Policies
- Confirm your preferred communication protocols (e.g., billing and support contacts)
- Review the specific Service Orders that have been placed
- Discuss the project plan and installation schedule
- Clarify action items and dependencies for both CENTRA and the customer
This meeting ensures that expectations are aligned and any site-specific considerations are accounted for prior to installation.
Connection Notice
Once CENTRA delivers the initial service(s), a Connection Notice will be sent via email to the customer. This marks the formal transition into the service delivery phase and includes:
- Confirmation of the service completion status
- Notification that billing has begun as contracted
- Identification of any remaining services that are still in the process of being delivered
- The official handoff from the Customer Success Team to the Operations Team, who will now serve as your ongoing support and operations contact