The onboarding process for annual account customers is quite comprehensive, involving several key steps like kick-off meetings, deep-dive sessions into processes and technical requirements, weekly check-ins, implementation and testing phases, and go-live monitoring. This high-touch approach ensures thorough integration and alignment with the customer's systems and workflows, providing a solid foundation for a successful partnership.
For month-to-month customers, we need to streamline this process to be less resource-intensive while still setting them up for success. Here's a proposed outline for their onboarding and activation:
Onboarding/Activation Steps for Month-to-Month Customers:
Welcome Email: Initiate contact with a warm, inviting email from a "Customer Success Associate," introducing Boon and outlining the initial steps to get started.
Self-Guided Onboarding Materials: Provide access to a simplified set of onboarding resources, such as quick start guides, video tutorials, and FAQs.
Company Profile Confirmation: Encourage customers to confirm their company profile details via a simple online form or within the Boon platform.
Job Upload Guidance: Offer straightforward instructions for uploading jobs or creating departments for referrals.
Referral Reward Structure Setup: Request completion of the "Customer Referral Reward Structure Form" and provide a submission link or email.
Team Onboarding: Guide them on uploading their team to Boon and extending invitations to join.
Promotion of One-Click Referral Link: Share strategies for distributing the one-click referral link to maximize engagement.
Involvement of Customer Success Associates:
Initial Engagement: Send the welcome email and ensure the customer has access to all necessary resources.
Limited Support: Available for questions via email, with a commitment to respond within a specified timeframe (e.g., 24-48 hours).
Follow-Up: Conduct a single follow-up within the first week to address any immediate questions or concerns.
Resources Provided:
Access to a streamlined version of the onboarding portal, focused on the essentials for month-to-month customers.
Digital onboarding packet with links to tutorials, FAQs, and the referral reward structure form.
Follow-Up Schedule:
Initial Follow-Up: 7 days after sign-up to ensure smooth onboarding and answer any questions.
Check-In: 30 days post-sign-up to gauge early usage and satisfaction, subtly promoting the benefits of upgrading to an annual plan.
Monitoring Customer Accounts:
Usage Metrics: Customer Success Associates should monitor basic engagement metrics (e.g., job postings, team invites sent) to identify and reach out to customers who may need additional guidance.
Additional Instructions:
Encourage proactive engagement with the platform through tips and best practices shared in the welcome email and follow-up communications.
Subtly highlight the benefits of the annual plan, such as dedicated account management, in communications to incentivize upgrades.
