Client onboarding is the processes your company uses to ensure customers are satisfied and will continue doing business with you. A client isn't truly onboarded until they recognize the value of your service and you are both in agreement on the terms of the relationship. A client must also have confidence in timely delivery and the level of service they will receive.
Effective onboarding is broken down into a sequence of steps. Each step must be well-prepared and executed for maximum client retention. Here are five means of accomplishing this.
1. Understand The Client and Their Industry
In order to provide a high level of service, you must understand your client's business in detail. Every industry has its particular needs and each client has their unique methodology for addressing those needs.
The first step in onboarding is to learn about the new client's business goals and procedures. This knowledge can be gathered through emails, meetings, surveys, official forms, feedback, and phone or face-to-face conversations on various topics related to their company. It may be necessary to explain that you need to ask questions in order to provide them the best service.
Even if you have experience and knowledge of a particular industry, don't assume that you can't or shouldn't learn something new. Don't hesitate to ask questions until you have formed a cohesive model of how your client works. Then you can work together to make the improvements that they need.
2. Automate Efforts and Use Templates
Tools for automation and distribution of standardized templates can help streamline the onboarding process for both sides. Following templates and using digital tools will help to save time in a variety of tasks so you can spend time developing relationships. One task that's simplified in this way is the collection of information.
In Gmail, or whichever helpdesk solution you use, you can send pre-made templates that the client can fill out at their leisure. Gmail makes this simple; just go to Settings > Labs > Enable Canned Responses. Then you create the templates you need and common responses to process them faster.
You can start with a set of templates that may be customized to each new client. In this way you can quickly and easily capture insights such as company mission, SEO strategies, metrics for success, market demographics, and contact information. You can also set guidelines for future communications, such as preferred meeting times, shared calendars, and progress reports. This will provide a more cohesive picture of the client's company vision and how they wish to operate.
3. Share Documentation and Progress
Providing transparency is also an important feature in earning client trust. Sharing data, plans, progress, and other relevant information with the client will help create satisfaction and promote good communication so they're able to follow what you're doing and determine whether it's working to expectations. Have a folder or directory that your client can visit for updates.
You can find Google's productivity software G Suite through their online Marketplace. This includes cloud-based tools for convenient reporting, scheduling, and tracking to keep the client informed.
If you prefer Microsoft Office, you'll find hat Office 365 offers much more than traditional applications such as Excel or Word. It offers a variety of useful tools such as MS Project Center and Power BI for real-time dashboarding of metrics. Office integrates seamlessly with SharePoint and OneDrive so that you can share and update all your reports in accessible online storage. Take the time to explore Office 365 and see how these tools provide a complete solution.
4. Take Advantage of e-Signatures
Any formal agreement requires a signature. However, in modern business contracts are often signed with digital signatures or consenting emails. This makes more sense when the parties involved may be hundreds or thousands of miles apart.
E-signatures are a legal and familiar way of finalizing agreements. This saves on the time and cost of travel or postage compared to hardcopies, and like other digital documents are easily shared with clients. They also ensure greater confidentiality and document preservation or copying.
Paperless solutions are also easier on the environment. Giving clients the opportunity to e-sign documents shows that your company is environmentally responsible as well as forward-thinking in its operations.
5. Communicate Frequently
Even if your current onboarding process works well, there's still room for improvement. Whether you're gaining or losing a client, there's something to be learned. Adapting your strategy to incorporate these lessons, and constant innovation to uncover new opportunities, is the key to long-term success.
For each client that departs, do your best to establish why they chose to leave you. If they went to a rival, what does that competitor provide that you don't? Discover why new clients decided on your company to determine your strengths.
Understanding your customers at every point in their experience will help you streamline your process and build stronger relationships. Don't forget that many clients value strong communication and transparency as much as measurable success. Great communication as well as excellent service features are critical to client retention.
In summary, client onboarding should be a strategic process. You can make the customer experience more rewarding with the right digital tools, in-depth communication, and transparency into your methods and results. The essential first step is getting to know your clients and their business. Only then can you tailor your operations to provide the best value.