When you sell complex software products, the onboarding period is one of the most critical points in your client-company relationship. It sets the stage for whether or not the client will see success with your products, and how quickly you can get them to a positive time-to-value (TTV). A shorter TTV allows the client to see a return on investment sooner, often a key factor in renewal decisions.
The challenge for many companies is streamlining the onboarding process to avoid missing critical steps and improve the experience for everyone. Having the right onboarding software is essential. It allows you to create a standardized process that can be tweaked for each client and keeps everyone on your team on the same page to deliver on time—a critical aspect of allowing for business continuity on your end and satisfaction on your client’s end.
Increase Overall Client Retention
It’s a well-known fact that it costs more to obtain new versus retain existing clients. By some estimates, it’s five times more expensive to attract a new client than to keep a client on board. Additionally, an increase in client retention of just 5 percent can boost profits anywhere from 25 to 95 percent so it’s a great investment for business continuity.
The onboarding process is usually the first interaction your clients have after the sale is complete, so having a smooth onboarding process where you deliver on time and get the client set up to succeed can dramatically increase your chances of retaining those clients in the long term.
Reduce Frustration (on Both Sides)
If you don’t have a well-developed client onboarding process, there are a lot of things that can be frustrating—both for your clients and for your team.
The things that most clients find frustrating in the onboarding process include:
- Lack of communication or team accessibility
- Missed deadlines and delivery dates
- Unclear goals or lack of measurable goals
- Onboarding that takes too long
- A “cookie-cutter” approach that doesn’t take into account a client’s unique needs
- Overpromising and underdelivering
Internally, there are also concerns with poor onboarding processes. Some of your team’s biggest complaints might include:
- Lack of communication among team members
- Lack of communication to clients, leading to excessive emails and phone calls with clients asking what’s going on
- Roadblocks and silos within the company that cause delays
- Overpromising to the client, which leads to internal stress to deliver the impossible
All of these things can lead to frustration for your team and your clients. The right software can solve many of these issues. GuideCX offers:
- Simple project plans to streamline onboarding that can be customized to meet each client’s needs
- Project-level communication that’s stored for the life of the project–keeping everyone in your company, and members of your client’s team, on the same page.
- The ability to assign tasks easily to internal team members and clients to keep the process moving, with automated email reminders or Slack notifications when tasks are overdue
- Automated reports sent to the client via email. Updates give them everything they need without over-communicating, eliminating the need for phone calls, meetings, or individual emails. Easy-to-follow progress reports show clear deadlines and set realistic expectations