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'

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