Companies that onboard clients usually make one of two mistakes:
1: Those that have no plan in place and hope for the best with each new client. This is essentially a guarantee that your clients will get frustrated and leave sooner or later, and your sales team will have to work even harder to bring in more clients to replace them.
2: Those that try to do everything manually and seemingly from scratch with every single client that comes onboard. While this is better than option 1, it is frustrating and inefficient for you and your team and leaves a lot of room for things to fall through the cracks. The frustration and missed deliverables could also cause your clients to leave sooner or later.
Have you ever wondered whether there is a better way to do things? There is. Streamlining and automating your client onboarding is something that any company can and should do to improve efficiency in the short-term and client satisfaction and retention in the long-term.
Automate What You Can
Not everything in your client onboarding process can be automated, but that doesn’t mean you have to do everything manually. Using a SaaS software platform and tools to take automatic action with every client can free up you and members of your team to focus on the things that can’t be done by the computer. Some of the best things to automate are welcome emails, training videos or guides, and answers to frequently asked questions.
Be Transparent Through the Process
Even when you are hard at work fulfilling a new contract and trying to get that client onboard, if the client can’t see what is going on, it feels like a black box. This can be detrimental, especially for lengthy onboarding processes, because the longer your customer sits in the dark wondering whether you’re doing anything, the more dissatisfied they become. You may try to solve that problem with emails and reports, but manually compiling that data to report on it takes valuable time away from the actual implementation. Instead, find a customer onboarding software platform that allows your clients to see all the deliverables, progress, and estimated completion dates.
Set, Maintain, and Exceed Expectations
More transparency in your onboarding process can also reduce the chance of miscommunications about what you will provide and when. Kickoff meetings are a good idea, but if that’s your last communication with the client until everything is done, what you deliver might not be what they expected. That creates more work for your team who now have to re-do the project to meet the client’s needs, or leaves your client angry if you can’t deliver things they were expecting that actually fall outside the contract.
Clearly defined deliverables with timelines, assigned team members, and due dates that everyone on the team (including the client) can see limits the chances of a miscommunication that comes out weeks or months from now.
Schedule a Demo
Find out how easy it is to make your entire process from start to finish smooth and simple with the GuideCX platform that is setting the new standard in client onboarding. Schedule a demo to learn more today.