Your Aerogility onboarding experience: Here’s what to expect

At Aerogility, we believe that a smooth and effective onboarding experience sets the foundation for long-term customer success. The Aerogility platform has been designed from the ground up to help aerospace and defence professionals like you optimise your operations and plan for virtually any future. From the moment a new client comes on board, our dedicated teams work hand-in-hand to ensure seamless integration into their existing operations. We give you full day-to-day access to our expert teams, who will work with you to ensure your agents and models accurately represent your operations. They’ll ensure your team understands how to get the most value from the system, and they’ll also stay with you as you expand and deepen your use of the platform over time.

In this Q&A, we sit down with our Head of Customer Success, and Head of Customer Delivery, to dive deeper into what new customers can expect, how we help them navigate initial challenges, and the steps we take to guarantee they’re set up for success from day one.

Let’s get insights from our Head of Customer Success, Patrick Corrigan:

Could you give us an overview of the customer onboarding process at Aerogility?

The onboarding process is an exciting journey for our customers as they begin to see their data come to life and experience the impactful outcomes of our platform. The process unfolds in three key phases:

Phase 1: Requirements workshops

In this phase, we conduct in-depth workshops with customers to gain a comprehensive understanding of their operations and the complexities that the model will simulate. This ensures that we capture all the relevant data and desired outcomes to tailor the platform to their needs.

Phase 2: Digital twin configuration

Here, the technical lead works closely with the customer to configure the platform, ensuring it is aligned with the specific operational goals and desired outputs.

Phase 3: Deployment

During this phase, we provide training to end users and conduct detailed testing in a controlled environment. Once testing is complete, it is ready for ‘Go-Live’ where customers sign off the implementation and the production environment goes live.

An overview of the Aerogility customer onboarding process

How does Aerogility ensure that new customers feel supported during their first few months with the platform and how long do projects usually last?

The first few months after Go-Live, the customer success team will support our customers as they require, but typically after Go-Live we will have frequent, typically weekly, touch points ensuring that we are on hand to answer any questions or queries they may have. With these touch points reducing to monthly once the customer is comfortable within the product. Additionally, each customer will have access to their own dedicated service desk, where they can raise tickets at any time. The service desk is monitored as per our contracted SLAs.

What are the key milestones that customers can expect to achieve during the onboarding process?

Here are the key highlights of the onboarding process are as follows:

During phase 1, we will hold several workshops to do a deep dive into your operational footprint, understand what sources of information you use and what system(s) they are in, detailed understanding of what outputs you want out from the tool.

In phase 2, you will start to see your model being built out in our development environment and start to see the output of some early scenario runs.

When it comes to phase 3, we will provide our customers with training to show them how to use the tool and to aid them in the UAT testing. This is when they will first get access to the test environment where they can start to familiarise themselves with the tool and start to use it as they would in their day-to-day jobs, as well as test the model to ensure it is accurate for their operational footprint.

What kind of ongoing support does Aerogility provide after the initial onboarding is complete?

As the customer success team are involved during the onboarding process, we will continue with the regular calls with the customer throughout to ensure that the customer is gaining the maximum benefits from the product. Ensuring the customer is aware of new features, listening to their feedback on the product and ideas for future improvements.

How does Aerogility tailor its customer success approach to different clients, whether they are in defence, commercial aviation, or another sector?

At Aerogility, we prioritise delivering tailored customer success strategies that align with each client’s unique needs, whether they operate in defence, commercial aviation, or another sector. We are here to ensure the customer is getting the most out of our product and they have a voice back into our business, irrespective of the sector they work in.

For a closer look at customer delivery, let’s hear from our Head of Customer Delivery, Phil Cole…

What are the key challenges customers typically face during the implementation phase, and how does Aerogility help them overcome these?

Sourcing full and accurate data to seed the scenarios has been the most time consuming aspect of all our implementations. We provide templates and analysis support to help get it right. Resistance to change can be an issue. Reproducing Aerogility output in existing or familiar formats can help with this.

How do you ensure that the delivery process aligns with each customer’s specific operational needs and goals?

The project schedule has been clearly defined and agreed upon as part of our contract. As an agile company, we work closely with our customers to tailor the implementation process, ensuring that it aligns with their operational responsibilities and minimises disruption. Our goal is to foster an adaptive environment where feedback is continuously incorporated, allowing us to meet project objectives while supporting the day-to-day functions of our clients.

Could you share insights into how Aerogility’s technology is integrated into a customer’s existing infrastructure?

Aerogility is a decision support tool provided as software-as-a-service via Amazon Web Services designed to complement the customer’s existing transactional system (AMOS, TRAX etc.) Data exchange is normally monthly and achieved through a CSV or API interface.

What should customers expect in terms of timelines and deliverables during the onboarding phase?

A typical implementation can range from six (out-of-the-box configuration) to 16 (some bespoke configuration required) weeks. Deliverables include: the software via AWS, a service desk, and reference resources, training, and close support.

How do you collaborate with the customer success team to ensure a smooth transition from delivery to ongoing use and optimisation of Aerogility’s platform?

The customer success team plays a crucial role in the implementation process, engaging with clients right from the beginning. This involvement is vital to ensure that there is a clear and shared understanding of the customer’s requirements and objectives. By collaborating closely with clients from the outset, the team can clarify expectations, gather essential information, and identify any potential challenges early on. This proactive approach not only helps in aligning the project with the customer’s goals but also fosters a strong partnership that can lead to greater satisfaction and success throughout the implementation journey.

We’re dedicated to providing a seamless onboarding experience that sets the stage for your long-term success. From setup to continuous support, we’ll be with you every step of the way.

Ready to get started? Get in touch today to discuss how we can help future-proof your operations.