Onboarding Properties Starts Day One
By Brian Standridge
Property Solutions Implementation Manager
Read time: 4 minutes
Our customers often tell us that it’s the people at Midco who make a difference. They’ll call out a person by name, mention their knowledge and friendliness, and typically go on to comment on their go-getter attitude.
That’s why, when you’re a new Midco Properties customer, it won’t take more than 24 hours to hear from a real person about installing your new services. Whether your installation is 45 days or eight months away, we think it’s important to establish that line of communication right away.
It’s what my team does. We partner incredibly closely with Midco’s Properties account executives to ensure the handoff between contract-signing and turning on your service is seamless. Because, as you may know, managing or developing properties is not always as simple as it may seem when there are electricians, contractors and tenants involved.
What does the Property Solution Implementation team do?
My team plays a pivotal role in onboarding Midco Properties customers. We partner with property owners and managers to coordinate Wi-Fi, internet and TV installations at their multi-dwelling units – including apartments, townhomes, senior living complexes, hotels and more. From consulting with electrician inspections to conducting training calls, there’s really nothing we haven’t tackled when it comes to getting a complex on the Midco grid.
Curious about business fulfillment? Learn more
Why is it important that customers know about this team?
In general, not many people know about fulfillment or implementation teams. They know about the Sales team, which is their first line of contact. Then afterwards they know about the Support team, which takes care of you after the fact. It's important to let customers know there is a team in the middle to guide them between sales and support. It's important to know there is someone there and that person is part of a dedicated team tailored for your services. It’s not just whoever has a moment to set up this installation – this is our job.
"We schedule engineer visits, make electrician recommendations – and coordinate those visits, too – anything we need to do to ensure that your property is ready for its Midco services."
What happens after the initial contract is signed with Midco?
Within 24 hours, the customer hears from their assigned implementation coordinator. We introduce ourselves and that’s when the official onboarding experience begins. Our team of coordinators only focuses on MDU fulfillment and will work with the customer throughout the entire implementation timeline – and beyond if additional properties under the same owner are added later.
What types of things do you work through with customers between first contact and installation?
Most of it really is project coordination. We schedule engineer visits, make electrician recommendations – and coordinate those visits, too – anything we need to do to ensure that your property is ready for its Midco services. We're also here to help answer any questions that you have along the way, give status updates – things like that. Basically, we keep you in the loop up until the time we get you installed.
How long is the average project coordination process?
If the building is on our network, or on-net, the installation could happen quickly. If the building isn’t yet built and/or off-net (see below), it could take longer – it just depends on several factors which we chat about ahead of time.
Being on-net, near-net or off-net plays a role in how and when services are installed. Midco’s vast fiber network makes connecting new sites faster and easier, but sometimes even we need extra time and help to reach locations.
- On-net: The on-net classification means we generally have minimal construction requirements, oftentimes just a service line installation to the new dwelling.
- Near-net: The near-net classification means we will need to complete underground or aerial construction of new fiber-optic lines to extend from the Midco Fiber Network.
- Off-net: The off-net classification means we work with one of our 60+ preferred partner carriers to coordinate network connectivity to the site – or assess the opportunity to expand our Midco Fiber Network.
Regardless of your location’s classification, client fulfillment is here to coordinate the installation process for you.
What happens after the installation?
Once the installation is complete, we send a final wrap-up email. It includes support information and other useful links, as well as the number that you can call for future assistance. We also send you your account number again and offer to set up a first bill review session to help set up a My Account and billing and communications preferences so there aren’t any surprises.
How does the relationship between our team and the customer grow over time?
We’re often working with property developers who are juggling multiple projects and building contracts. For this reason, we partner the coordinators with the account executives to ensure symmetry. Our team builds a close relationship with the property developer to know about all the moving pieces in play and streamlines future projects.
As the Property Solutions Implementation Manager, Brian Standridge is responsible for leading Midco’s property solutions customer onboarding process. His team works with our sales team, the customers and contractors both pre- and post- contract to coordinate end-to-end fulfillment. He also works directly with company stakeholders to drive process change and improvement, advocating on behalf of the property owner or manager experience. Standridge earned an associate degree in physical science/pre-engineering from Central Wyoming College.
As the Property Solutions Implementation Manager, Brian Standridge is responsible for leading Midco’s property solutions customer onboarding process. His team works with our sales team, the customers and contractors both pre- and post- contract to coordinate end-to-end fulfillment. He also works directly with company stakeholders to drive process change and improvement, advocating on behalf of the property owner or manager experience. Standridge earned an associate degree in physical science/pre-engineering from Central Wyoming College.