Client Intake Process
The client intake process is critical to ensuring smooth onboarding for client projects.
The intake 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.
Unfortunately, many organizations still rely on a series of manual intake forms, emails, phone calls, spreadsheets, and file storage to manage customer/client intake despite the importance of having a consistent, standardized method.
For companies that rely on strong client relationships and low client turnover to hit revenue goals, bad client intake can be a risky proposition. This is especially true of organizations that provide an opt-out clause or shorter contract lengths.
A bad client onboarding process can lead to:
In some cases, the client intake form may be completed directly by the client in an online portal. In other cases a staff member at the vendor may be completing the form, in which case, additional internal information may be captured up front, including:
Depending on the complexity of the client intake process and the size of the teams involved, there may be more to the routing of collected information than simple populating a CRM or ERP system. There may be additional reviews, intake forms, approvals, etc. that need to be deployed internally to ensure a smooth rollout.
Below is an example of one client intake process routing flow 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.
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 intake workflow.
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