3 steps to client onboarding success
Onboarding is the first time new clients get to see how you operate. It’s when first impressions are formed; impressions that could have a lasting impact. And if you don’t deliver on promises that were made during the sales process, what impression do you think they’ll be left with?
To make sure your client relationship starts off on the right foot (sorry lefties), you just need to follow a few simple steps.
1. Have a plan
I'm always surprised to learn just how many people fail to use a project plan. I can’t stress this enough; a templated project plan is key to transforming your client onboarding process from mass chaos to a seamless, automated process. Outline every step that has to take place from the date the contract is signed to service go-live.
2. Use time-saving automation
Using an IT automation platform, such as ConnectWise Automate®, can cut hours off of the manual engineering tasks many of us still do today. Let's look at some of the places you can shave a few hours from the client onboarding process.
Optimize and secure endpoints
ConnectWise Automate detects more than 40 different antivirus (AV) vendors, so let ConnectWise Automate handle the AV rip and replace process. As part of the security rollout, you’ll also want to deploy a second opinion scanner, such as HitmanPro, to automatically scan for and remediate any security issues your AV software might miss. Follow that up by deploying desktop optimization software, such as CCleaner, to get those systems running smoothly without a technician ever having to touch a single desktop.
You’ll need to make sure common applications, such as Adobe and Java, are installed and updated. You can automate this task in ConnectWise Automate. Using some simple logic, the ConnectWise Automate script engine can easily search for missing or outdated software and then install or update accordingly. No more combing through reports or visiting each desktop to find out what’s there and what’s not.
Missing a critical error at any stage of the game can be detrimental; missing it during onboarding is simply unacceptable. ConnectWise Automate automatically detects a machine’s role, determines which policies should be applied and automatically applies the right ones. Never again get that awkward phone call from your new client asking why their email isn't working, and you didn't know about it because someone forgot to apply a monitor template.
3. Educate your sales team
After your project plan is in place and your automated processes are built, it’s time to educate your sales team. Let them see how the onboarding process works and how long it really takes, so they can set realistic expectations from the start.