Client onboarding is often the first impression for your company beyond your sales team, which is why it’s so important that your onboarding goes smoothly. In most cases where you experience churn (clients that leave), it can probably be traced back to the onboarding process.
Even under the best circumstances, most companies don’t have a great onboarding process, if they have a process at all. They may rely on each individual person to know and remember, what steps to take to make it all happen. When you move from working together in an office location to remote work—as much of the world has in 2020 because of the COVID-19 virus—those disjointed processes are likely to cause serious issues. Since your onboarding can’t grind completely to a halt, here are some ways to avoid gaps when working remotely.
1: Clear Timelines for the Process
First, you need to have a clear timeline for your entire onboarding process, from start to finish, with realistic deadlines for each step. When you’re not connecting face to face, it’s even more critical that all of this is defined in your project management (PM) software. Most software programs have this in place, so use the tools to keep everyone in the loop about the next steps.
2: Assigned Roles with Transparency for the Entire Team
In addition to a timeline for when things will be completed, it’s vital that you have someone who owns each step of the client onboarding process. That includes ownership on the client-side for things that they need to complete in order for your onboarding project to move along. If clients don’t know what is expected of them, and when it needs to be done, they can just as easily hold up the process than someone on your team.
3: Client Visibility into the Process
One of the biggest downfalls of the majority of PM systems out there for client onboarding is that they are entirely focused on your internal team. This is helpful to keep everyone within your company on board, but it does nothing to keep your clients on board.
Rather than trying to remember to have someone update the clients periodically when everyone is working remotely, GuideCX gives clients access to the entire process without extra licensing fees or costs. They see in real-time the work you’re doing, what stage you are in, and what needs to be done to complete the onboarding. That includes notifying them about steps along the way that require them to provide information or take action within the platform.
4: Automated Communications
Many companies will tell you that one of their biggest challenges is communications, and that was the answer they gave before the entire team was working from home workstations, basement couches, and folding tables in the living room. When everyone is remote, communication is not just a bigger hurdle, it’s also critical. Doing it right is crucial to success. That’s why GuideCX has automated emails to alert the entire team about upcoming tasks, overdue items, and even reporting on the current status of an onboarding project. It keeps everyone in the loop without manually compiling reports and sending emails or Slack messages.
If remote work has made an already difficult onboarding process even harder for your team and you’re missing things, fill in the gaps with GuideCX. Schedule a demo to learn more today.
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