As the ink is drying on that new contract, your sales team is preparing to hand over a new client to the onboarding team. This is actually one of the most important transitions in the entire process, and unfortunately, it’s also a time when many companies drop the ball. Even companies that have a decent onboarding process can miss key first steps that will set you up for success and build a relationship for the future.
In a 2018 survey by HubSpot, almost half of companies (43%) responded that they don’t have enough time to focus on “administrative tasks,” which includes client onboarding. Fortunately, with the right tools, including the right client onboarding software, the process can be smooth and simple. Here are some key first steps to get on the path to onboarding success.
1: Introduce Yourself and Your Team
Many of the tasks that occur during client onboarding will be internal but it’s important that you don’t leave clients in the dark during this process. One of the biggest mistakes companies make is to have only limited contact between the onboarding team and the client. Instead of feeling valued, the client sees a black hole where they signed a contract and are paying money for something that isn’t providing a benefit. Start by introducing your team, and providing a key point of contact they can use during the entire onboarding process.
When you use GuideCX onboarding software, you can provide clients with a login to see the entire onboarding schedule, including all the tasks and the current progress, so they never feel like they’re left in the dark.
2: Start by Listening
Clients have specific needs, and they bought your software hoping it can meet those needs. Even if you have specific onboarding steps that everyone needs to take, the best thing you can do is meet with clients and listen to their needs before the process is underway. Your sales team may be able to provide some information they gathered during the sales process, and you can also solicit information with a short, simple questionnaire. This helps you create an onboarding process that shortens the time-to-value for each client.
3: Start with a Bang, and Stay in Touch
There are a lot of tips and best practices for client onboarding, and one of the most common is to start with a kickoff meeting, but your “big bang” kickoff should not be the last communication from your team. GuideCX makes it easy to stay in touch with clients from the start on onboarding without changing your team’s workflow at all. Clients can see every task, including items they need to provide or complete, to keep the onboarding process moving forward.
Failing in the onboarding process can significantly hurt your company by setting clients up to feel like they are not a priority. That first impression is critical to keeping clients for the long term, and GuideCX can make it easy for you and your team. Find out how by scheduling a demo of our client onboarding software today.
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- Breaking it Down – Why Simplicity Wins in Client Onboarding – Part 2 - May 15, 2020