Below are frequently ask questions relating to the Onboarding Process for new Octopi customers. We hope this addresses some questions you may have. If you have any questions that are not found here or in the rest of the Knowledge Base, please contact your Onboarding Consultant and they will help you find an answer.
Who do I contact if I have questions or concerns during onboarding?
All communication during your Onboarding period must be directed to your dedicated Onboarding Consultant. Submitting tickets to support or emailing a member of the Octopi leadership instead of reaching out to your Onboarding Consultant will not get you faster service. Your message or request will be redirected to your Onboarding Consultant and will require more time before you can receive a response.
How long until we are live?
The onboarding timeline is unique to every project. Your Onboarding Consultant will provide you with documentation and checklists for you and your team to utilize.
Timeline impacts include:
- Commitment and follow-through in performing testing
- WiFi infrastructure and hardware procurement
- Misaligned product expectations. Communicate any confusion with your Onboarding Consultant as early as possible.
- Number of modules used (Tariffs, Vessels vs. Rail, Containers vs. General Cargo, etc)
- Number of EDI Partners
Our statistics show that the projects with the fastest and most efficient onboarding timeline were terminals where managers consistently encouraged their teams to dedicate time to review these documents, regularly test features, and follow the recommended roadmap. The more involved the entire terminal team is during onboarding, the faster the TOS will be adopted and configured correctly.
I may have limited resources and my team has to keep the terminal operating. How can we fit in testing and training?
Our process is specifically designed for this situation. We’re confident that by consistently dedicating a small amount of time to Octopi during each week of onboarding, you and your team will be experts.
What else can we do to speed things up?
Your Onboarding Consultant will demo the operations and configurations in Octopi, but to have an efficient onboarding it is imperative that you and your team take time every day to test your Octopi account.
Vital onboarding tools are provided to guide you and your team through a successful onboarding and into production. Our Onboarding Team has spent many hours proactively building and improving these resources to save you and your organization time and money.
It is the responsibility of the Terminal Project Manager or stakeholders to identify employees who require training and ensure the appropriate personnel are included on every call. Specific employees from your team must attend calls to ensure the project stays on track with the Onboarding Timeline.
Internal Communication and Documentation
Proactively communicate changes to your operations with your team. Update the internal documentation used by your terminal staff to disseminate information and train newly hired or promoted employees.
Can extra on-site support be provided throughout the project?
Contact your Sales Account Manager for more information on receiving on-site support.
What if I need additional help for testing on-site, managing my team, writing SOPs, etc?
Contact your Sales Account Manager for more information on utilizing Navis Professional Services (PSO).
Can you add a feature that's not currently in Octopi?
As a standard platform that all customers can use, we rely on our customers’ suggestions as the product grows. Suggestions are reviewed by the Octopi product team as feature updates are designed.
Developing new features requires time and resources to ensure they are sustainable and secure for each customer. We are unable to support every single suggestion. If we can, the suggestion will be added to our product roadmap cycle but we cannot provide a definite timeline in terms of when it will roll out.
We cannot guarantee the Octopi Development Team can expedite any specific functionality.
If I signed today, when would the project start?
We try to host the Project Introduction Call within 1-2 business weeks of signing.
When can I access the system?
Within a few days of your Project Introduction Call you will receive a secure link to create your login and access your Octopi account.
Additionally, you are granted full access to the Knowledge Base once logged in.