Tips for a Smooth Onboarding Process
“Make a good first impression.” Have you heard that saying before? It may be cliché’, but it’s also true and important. Sure, you’re awesome. Your company is awesome. You have a lot to offer. How can you make sure others know how great you are during a brief, initial interaction?
All initial opinions of you and your brand are formed by a brief interaction at the start of a hopefully long and beneficial professional relationship.
Luckily, we are here to help! We at Botsplash have successfully onboarded our fair share of clients and we’ve compiled five tips to ensure your clients feel comfortable and excited during the onboarding process.
Send a welcome email as soon as you are introduced to your client.
Once you have been introduced to your new client via the sales team or anyone else in your organization, immediately send an introductory email to the individuals of which you will be communicating during the onboarding process. This email should include your name, job title, and what the client should expect moving forward. Additionally, the following questions should be asked: What is the timeline for implementation? What is the best way to contact you and your team moving forward?
Schedule a welcome call
Ask your clients when they are available for a phone or video call. Putting a face or voice to a name is always helpful. This type of interaction also allows for a more fluid conversation between you and your client, giving them the opportunity to ask questions they otherwise may not have thought of. We also recommend including anyone who may have been involved in the sales process on this call, which can ensure a smooth transition, and to make sure everyone is on the same page.
Set proper expectations
Once you have outlined your outstanding tasks, make sure to work quickly to accomplish everything within the given timeframe. This is not the time to take your foot off the gas, now that the prospect has officially become a client. Make sure that all of the onboarding tasks are being done in a smooth and efficient manner. It is always best to give a deadline before the estimated time of completion. That way, you’re accounting for any delays and not frustrating your clients in the process.
Understand and document what products your client is currently using. Who are the main contacts? What are their goals? This is all information that should be readily available. We recommend keeping all of this information in a shared folder, should you ever need a team member to cover for you. Additionally, make sure you are monitoring the progress of all outstanding tasks in an easy-to use platform or CRM.
We hope that you find these tips useful. Check out the blog section on our website for more useful information!