The educational system in the U.S. is in the midst of a tech boom of sorts right now, as new companies emerge that are finding ways to use technology to help students learn in innovative and exciting ways. The educational system is also overwhelmed with sales pitches from everyone who wants to get in on the learning game—online courses, observation tools, data solutions, guest speakers, software platforms, and more.
When you manage to cut through the clutter and an educational organization purchases your software, the onboarding process is a critical make-or-break time to get them up to speed.
Understand Your Audience
The education field is demanding, and everyone from teachers to administrators are constantly pulled in a million directions. That means you have to create an onboarding process that is tailored to help them reach time-to-value and get started with your product as quickly as possible. It doesn’t mean you should oversimplify onboarding to the point that they don’t get good training or are not prepared to use the platform, but it does mean moving quickly and being efficient.
Understand Their Internal and External Motivators
Often educational environments—especially public schools—have multiple audiences they are accountable to, including students and parents, administrators, budgeters, and state, local, and federal regulators. Effective onboarding means not just knowing who these various audiences are, but also how to help your clients show the value of your product to people who probably were not involved in the process but who have a vested interest in making sure limited budgets are spent wisely.
Involve Everyone at the Right Level
Sometimes the person who makes the final decision to purchase your software or product won’t be the best person to train everyone. Talk to your clients about who will be using your software, and how, so you can involve the right people in onboarding and training directly. At the same time you don’t want to keep the technical implementation team out of the loop, so having a client onboarding program that allows you to create customizable roles for multiple people on the client-side means everyone can stay informed, get trained, and integrate the new software into their workflows in a meaningful way. You may also need to coordinate with professional development leaders or others to brainstorm how to integrate your products into existing systems that are already in place.
Create Customized Onboarding
No two educational organizations are alike, so having the ability to customize your onboarding process without losing the efficiencies of standardized workflows and templates is essential to help your clients achieve time-to-value sooner. Tailor your onboarding for whatever management structures and philosophies exist:
- Slow and deliberate to avoid disruption
- “Move fast and break things”
- Top-down hierarchy and decision making
- Collaborative decision-making with committees and workgroups
The right onboarding process will feel like a true partnership and lay the groundwork for a beneficial long-term relationship. The wrong one will leave clients feeling like they were thrown on a moving treadmill and expected to just start running. Create a better onboarding process with GuideCX.
- Successful Transitions from Sales to Onboarding: What it Looks Like - September 23, 2020
- After the Sale: Key First Steps for Onboarding - August 5, 2020
- Best Practices for Improving B2B Customer Experience in Onboarding - July 20, 2020