Collaboration is a key ingredient in any team effort, but it’s especially important when it comes to client onboarding. The first few days, weeks, or months that a client is working with your company are the time when you make your critical first impression. Much of the churn can be traced back to failures in the onboarding process. On the flip side, getting onboarding right can help create long-term client satisfaction.
With so many technologies and tools out there today, the ability to effectively collaborate with one another remains one of the hardest for all those software platforms to get right. When you throw in remote work (especially in today’s environment, when many companies and teams were thrust into that setup with little or no preparation because of the COVID-19 virus), those challenges are amplified.
See the Big Picture
For many teams, collaborating effectively means you need to see the big picture. While everyone has specific tasks and roles, knowing where a project is and being able to get a high-level snapshot of current progress, as well as what’s holding the project up, can help you work together to get the entire onboarding process done sooner.
Another important part of a collaborative client onboarding process is the ability to keep everyone accountable. When tasks are only visible by a single manager or small leadership group it’s easy for people to miss tasks and deadlines. But when everyone on a project can see what’s holding things up, your team members and your clients are more likely to stay on top of their own tasks. Even a few missed days here and there can significantly delay a project, so keeping everyone on task and on time matters.
How much time do you spend right now trying to communicate about the status of a project? For many people, the answer is too much time. Some of the biggest time wasters are:
- Tracking down the status on a task when a client calls to ask
- Coordinating tasks from two separate teams working on separate parts of onboarding
- Keeping bosses and clients informed about what’s happening and when the onboarding will be done
If your software platform can automatically generate reports on what’s happening and when you can save a lot of time and avoid manually compiling the information.
Keep Clients in the Loop Too
Finally, collaboration needs to happen with your clients as well as your team. Most software platforms only allow internal team views, which means clients are in the dark during the process (unless they’re getting those manual reports). Software that allows clients to see the entire process and stay up to date keeps everyone informed and allows coordination no matter where you are working.
Find out why our clients say GuideCX is setting the new standard in client onboarding, and making it easy to collaborate (remotely or in-person) to welcome new clients.
- 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