For almost every business today, creating efficient processes that are automated and scalable is essential to compete, but also to survive. Nowhere is this truer than in the client onboarding process. Continuing your onboarding as a manual process (if you have a process set up in the first place) is not a sustainable option for the future, and will significantly curb your ability to scale up as you grow and add more clients.
Bill Gates famously said, “The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.”
Automation is not a substitute for efficiency, so before you settle on a SaaS platform that will help you automate and scale up your customer onboarding, it’s important to identify inefficiencies and streamline them so the automation enhances—rather than detracts from—your overall goals.
Clear Project Plans and Goals
Every client onboarding should begin with a review of the contract and a discussion of the client’s goals. From that information, you can create a rock-solid plan that delivers exactly what your clients expect. If you don’t begin every onboarding with a kickoff meeting, phone call, or discussion via video conference, add that as the first step in your process once a customer signs a contract. You can find templates or sample kickoff meeting agendas online, but it’s important to create something that works for your clients and your industry.
Automate and Scale It: Once you have a template for kickoff meetings you can enter that in a SaaS platform with customizable fields to cater the meeting, plans, and goals to each individual client without reinventing the wheel every time. Give everyone access to fill in initial information and add to it after client discussions. As you grow, you can develop industry-specific templates for plans to save even more time.
Another common issue with client onboarding that is not automated is a lack of accountability for onboarding tasks. Team members who know what they need to do and are held accountable are more likely to create a stellar onboarding experience. Create a standard workflow for every task involved in client onboarding, and someone who owns that responsibility. Even if every client is unique (they are), there are still broad tasks you perform for each client that can be turned into a workflow.
Automate and Scale the Process: Now that you have a workflow, use a SaaS platform that allows you to apply that workflow to any new client, and customize it to fit exactly what each client needs. As you add more clients and more team members, the general workflow remains the same and nothing falls through the cracks.
Check out Part 2 to see more about creating efficient processes, and contact us today to get a demo scheduled and see how the GuideCX is designed for automating and scaling your customer onboarding.
- Success in the User Journey: Sales, Onboarding, Adoption, Lagging (Part 2) - August 26, 2020
- Success in the User Journey: Sales, Onboarding, Adoption, Lagging (Part 1) - August 19, 2020
- Signs Your Current Onboarding Process is Failing - July 28, 2020