8 Steps to Improve your Client Onboarding Process
How does you client onboarding process measure up?
A seamless, friendly, professional process will help confirm your client’s decision that they have chosen the right business to deal with - and increase the likelihood that new customers will stay with you long-term.
So how do you improve your onboarding process?
Our team of management consultants has put together 8 steps to help your organisation consistently deliver service that exceeds client expectations.
1 - Assess Your Current Customer Onboarding Journey
Before you can make improvements to your client onboarding process, you need to analyse and identify areas where adjustments can be made to streamline the experience for both your team and clients.
Map out each step of the customer onboarding journey to identify bottlenecks and areas that have previously been problematic. Client and team feedback will provide valuable insights.
2 - Develop a Comprehensive Client Onboarding Plan
Using what you’ve discovered, outline each step of the improved customer onboarding journey, clearly defining tasks, responsibilities, timelines and resources needed for both you and the client.
This plan can then become a template or checklist for setting of expectations, choice of communication channels, timing of strategy meetings, when reports are due etc.
3 - Agree on Communication Channels
Choosing the right communication tools and channels is key to building a great relationship. Select platforms that are efficient, but that also fit the new client's preferences.
Start by discussing the options, such as email, phone, Zoom or Teams, Slack or Discord, and project management software, to determine which tools best suit you both.
4 - Set Expectations Clearly – and as Early as Possible
Even before the customer signs a contract, open the lines of communication to discuss goals, timelines, and responsibilities.
When there is mutual understanding of these it promotes a harmonious partnership, buffers against scope creep and helps avoid misunderstandings and disappointments in the future.
5 - Personalise the Onboarding Journey for Each Client
Every client is unique – treating them that way shows your commitment to delivering exceptional service. Personalise the customer onboarding experience by demonstrating your understanding of the client's needs, goals, and preferences.
6 - Use the Right Technology and Tools
Utilise project management, communication, and collaboration tools to streamline communication, track progress, and share important information. These tools are key to automating the client onboarding process.
7 - Regularly Review the Client Onboarding Process
Regular feedback from clients and your team provides valuable insight into what works well, what needs improvement, and how you can better meet the client's needs.
Promptly address any concerns to show commitment to delivering 5 Star service and ensuring the client's success.
8 - Develop Concise Onboarding Documentation and Training Materials
Create SOP’s (Standard Operating Procedures) to ensure that all team members have the necessary information and tools to onboard new clients effectively. Clearly documented processes and training materials ensure that every member of the team is using best practice to deliver a consistent experience.
A client onboarding process checklist and templates will keep the process flowing smoothly and help ensure that compliance needs are met.
Putting together a great customer onboarding plan takes some effort up front but will boost client satisfaction, retention, and revenue while saving precious time in the long run.
At MJSP Management Consulting, we have experts ready to help you automate the client onboarding process, create checklists and templates, and make it smoother and more efficient for your clients and your team. Contact us today to find out more.