The client onboarding process is the critical first step in customer satisfaction
The customer onboarding process sets the foundation for the ongoing relationship between the client and the vendor. It is the critical step where client and project information is collected for use throughout a project lifecycle and customer expectations are set appropriately. Stakeholders in the process may include members of the marketing, sales, customer success, operations, and finance teams.
In some cases, the client onboarding form may be completed directly by the client in an online portal that walks them through the process and ensures relevant details and documents/files are collected. In other cases a staff member at the vendor may be completing the form, in which case, additional internal information may be captured upfront, including:
Depending on the complexity of the intake process and the size of the teams involved, there may be more to the routing of collected information than simply populating a CRM or ERP system. There may be additional reviews, intake forms, a client onboarding checklist, approvals, etc. that need to be deployed internally to ensure a smooth rollout.
Below is an example of one client onboarding process that is project-based. This organization is a large technology and management consulting firm that needed to streamline the project onboarding process for new clients while ensuring that all the proper steps were taken and accountable. Note the approvals and hand-offs have been automated to ensure compliant and consistent workflow.
An effective client intake process seems like an easy win with real long-term value so why don't more companies adopt a consistent, automated process for new customers? In some cases, the onboarding process simply isn't tied to critical metrics like customer churn, customer lifetime value, time to value, and customer success criteria.
From Marketing to Sales to Operations and Support, teams need to ensure proper, consistent hand-offs of course, but they also need to realize that their ability to perform well impacts the entire customer value chain. By creating dashboards for critical metrics and sharing them with everyone involved in the customer journey, organizations can instill this message.
By then tying those metrics to team performance, everyone can see the impact of their work on organizational outcomes. Without a trackable process, tying performance to outcomes is very difficult. By using an automated workflow platform like Integrify, you can not only improve the onboarding process but also your ability to measure it.
To ensure your process for onboarding new customers meets your organization's needs and delivers the level of customer satisfaction you expect to provide, the best approach is building a customized process. Integrify offers a completely scalable and customizable platform for building forms, processes, and portals for client intake or any other workflow needs you have.
We have a variety of resources to help you on your journey to an automated onboarding workflow.
To see how quickly you can begin automating your processes, request a demonstration or trial of Integrify.
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