Will a SaaS onboarding tool get the job done for you? Or should you bring in a client onboarding consultant to manage your onboarding projects?
When you’re onboarding a customer, effective project management is critical for success. Naturally, you want the best tools and techniques for accomplishing your goals.
But which approach provides the most effective solution?
It may be hard to imagine that any type of onboarding or project management software could be as much or more effective than a client onboarding consultant. But you might be surprised once you break it down.
The Hard Reality of Onboarding
From the day your customer decides to buy your product or service to the day they’re fully up and running is a dangerous time. This is the onboarding process.
Remember that your customer has made an investment. But until the implementation is complete, they will realize little or none of the value you offer them.
If the onboarding process doesn’t go smoothly and quickly, your customer won’t be happy. And unhappy customers are neither loyal nor quiet about their dissatisfaction.
Happy customers, on the other hand, will stick around. They’ll spend more money and recommend your product or service to others.
Benefits of a Project Management or Client Onboarding Consultant
Whether you want to talk about traditional project management or another approach, the desired outcomes are the same. They do the following:
- Engage all involved stakeholders.
- Plan and track the process from start to finish.
- Provide constant status updates and reports.
- Keep everyone on schedule for time-sensitive tasks, decisions and sign-offs. This includes each member of your team and the customer’s representatives.
If you want to inspire confidence, you’ll need to keep the process as transparent as possible. That way, everyone knows what’s going on and who is – or isn’t – dropping the ball along the way.
Project management consultants are experts at all of this. However, their time can be consumed by doing these manual tasks. This means they get less time building a relationship with the customer.
Benefits of a SaaS Onboarding Tool
Are we really suggesting that a SaaS onboarding tool can be compared to an experienced project management professional?
But, when you automate manual processes, project managers focus on building customer relationships. This, in turn, can help reduce customer churn and build trust. All while minimizing the drain on your human and financial resources.
A SaaS onboarding tool can also expand a project manager’s capacity.
You’ll streamline your customer’s experience and cut the time it takes for them to realize the value of your product or service.
And, while a human consultant can only be spread so thin and remain effective, an onboarding software is scalable to any size project.
So, in truth, it’s not an either-or solution. An onboarding software can maximize a project manager’s capabilities.
Next, read about project manager pain points and how to solve them.
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- How Long Should the Client Onboarding Process Take? - December 13, 2021