In part 1 of this post, we discussed how important it is for great onboarding strategies to be personalized for each client, have clear expectations about the next steps for you and the client, and make it easy for the client to understand their role. Now let’s talk about a few more ways to improve your onboarding process.
Make it Streamlined Internally
Streamlining things within your company is another essential part of an excellent onboarding process. Everyone on your team needs to understand the role they play in the process. It’s also helpful if everyone can see the entire project on a macro level to better understand how their piece fits in the bigger picture. Clear processes for everyone inside your organization makes it less likely someone will miss an important step or deadline.
This also ensures a smoother transition if your client will be working with various departments or people within your organization, so nothing gets lost and the client doesn’t have to keep repeating the same information over and over.
Make it Transparent
Transparency and communication are critical in any onboarding strategy, but unfortunately, this is where most companies fail.
What often happens:
- You send a welcome email (for some companies this is where onboarding ends, and all the problems with that are a topic for another blog post)
- You schedule a kickoff meeting or call
- Your team gets its marching orders and you get to work on things that may take several days or weeks to finish
- Several weeks later the client hasn’t heard anything and they start calling or sending angry emails; you’re not far in and already things are off to a bad start
- You spend several hours documenting and reporting on all the things your team is doing while trying to calm your client down; all of that took valuable time you could have spent working on their deliverables
In an ideal onboarding scenario:
- You send a welcome email and schedule a kickoff meeting or call
- You put deliverables and deadlines in a platform that gives everyone a clear view of exactly what is happening
- The client can see the platform, monitor progress in real-time, and have an estimate of when things will be complete
- You can spend time finishing projects on time (or early) and your client is happy
Transparency also helps avoid misaligned expectations where you deliver something to the client only to find out they were expecting something else.
Make it Easy for You
If the whole idea of client onboarding seems overwhelming and you don’t know where to start, the key is finding the right tools. GuideCX is changing the way companies onboard clients, making it easier to align your work with their goals and objectives and improving retention. Find out how this could benefit you by scheduling a demo today.
- Your Customer’s Perspectives with Tobias Kederer (Podcast) - July 13, 2020
- Ongoing Onboarding with Donna Weber (Podcast) - July 8, 2020
- Reducing Scope-Creep with Better Client Onboarding - June 7, 2020