What Systems Are Involved in Onboarding a New Member or Company

Why This Happens (Root Cause)

Each Studio platform manages a different part of the member experience. Missing or incomplete onboarding in any one system can lead to access issues such as failed logins, inability to book rooms, or missing package notifications. Proper setup ensures the member is fully connected across Studio’s operational, billing, and community systems.

Common Symptoms of Incomplete Onboarding

• “The member can’t log into the Studio App.”
• “The member can’t connect to WiFi or print.”
• “Conference room booking isn’t available.”
• “Packages aren’t showing up in their notifications.”
• “Access card hasn’t been activated.”

How to Fix It (Action Steps)

When Onboarding a New Company

Complete the New Company Onboarding Excel Sheet (linked in internal documentation).
Submit a Studio Support onboarding ticket.
IT will handle setup across four core systems (Yardi Kube, Studio App, Platform, and Papercut) — excluding site-specific systems handled by the local team.

When Onboarding an Individual Member (One-Off Additions)

Ensure the member is added or linked in each of the following systems:

1. Yardi Kube

Purpose: Core membership management and billing system.
• Adds the member to their company record.
• Enables room bookings and links to billing contacts or admins.
• Required for all new members, even if added individually.

2. Studio App (VTS)

Purpose: Member experience and community platform.
• Enables meeting room and day pass bookings (local and global).
• Allows members to view and pay invoices.
• Connects to Cloudgate for visitor registration.
• Hosts events, space notices, and operational updates.
• Syncs with Tishman Perks (ZO) for regional and global benefits.

3. Essensys Platform

Purpose: Network and WiFi provisioning system.
• Automatically issues WiFi credentials for up to three devices per member.
• Supports network connections for devices such as printers, tablets, and internal displays.
• For advanced tech setups (e.g., dedicated bandwidth or public IPs), submit a Yardi Technical Support ticket with the issue type “Tech Add-On Request.”

4. Papercut

Purpose: Secure and remote printing system.
• Allows members to print securely from any Studio device, even across locations.
• Resolves prior Ezeep-related print issues.
• Access is tied to Studio’s single sign-on (SSO) and should be set up during onboarding.

5. Location-Specific Systems

Some actions depend on the building or onsite setup:
• Access Control / Badges: Onsite team or PMO issues and tracks cards via the Control Panel.
• Mail Forwarding: Added per member or company at the local site.
• Key Tracker: Tracks distribution of physical office keys (used where no badge reader exists).

6. Package X

Purpose: Package management and notification system.
• Sends automated alerts to members when parcels are received.
• Best practice: Ensure members sign out packages upon pickup for accurate tracking.

Quick Summary

• Root Cause: Onboarding involves multiple independent systems; missing setup in any can cause access or communication issues.
• Fix: For new companies, IT handles core systems via onboarding ticket. For individual members, ensure all six systems (Yardi Kube, Studio App, Platform, Papercut, Location Systems, and Package X) are set up.
• System Behavior: Proper onboarding syncs member data across billing, access, WiFi, printing, and package workflows.