Onboarding Process Follow-U

In this section, we will outline the steps for the Operations (OPS) team to effectively follow up with customers during the onboarding process. The onboarding process begins when the opportunity is closed as won, and reminders are sent to customers at specific intervals to ensure a successful onboarding experience.

Steps for OPS Follow-Up:

1. Search for the Case in

SME Traking App - Power Apps⁠

: Start by accessing the PowerApps application and searching for the specific case related to the onboarding process.

2.Initiate Contact with the Customer: Once you've located the case, reach out to the customer by calling the phone number provided in the ticket. Be sure to follow the script and guidelines provided on this page for consistency and effective communication.

Handle Invalid Phone Numbers: In cases where the provided phone number is invalid or unresponsive, utilize the contact details available in Salesforce for the company to attempt contact through alternate phone numbers. This ensures that you can reach the customer for follow-up.

Loading…⁠

⁠

4. Select Onboarding Status: After the follow-up call, select the most appropriate "Onboarding Status" that accurately represents the outcome of the call. Choose from a list of predefined statuses that help track the progress of the onboarding process.

5. Save the Information: Click on the "Save" button to record the details of the follow-up call and update the case accordingly.

Important Notes:

The onboarding process begins when the opportunity is marked as "closed won," indicating that the customer is ready to start using our services. Reminders are sent to ensure they don't miss the onboarding.

Reminders are scheduled to be sent 24 hours after the initial invitation email and again on day 3 of the onboarding process. These reminders help keep customers engaged and informed.

It's essential to follow the provided script and guidelines during the call to maintain consistency and ensure that the customer receives the necessary information.

If the initial phone number provided in the ticket is invalid or unresponsive, utilize additional contact details from Salesforce to reach the customer through alternative means.

Selecting the appropriate "Onboarding Status" helps track the progress of each customer's onboarding journey and facilitates efficient follow-up and support.

By following these steps, the OPS team can effectively follow up with customers during the onboarding process, ensuring a smooth transition and addressing any questions or concerns that may arise along the way. This proactive approach helps maximize customer satisfaction and successful onboarding.

Onboarding call script

[Saludo]

Operador: ¡Hola! ¿Hablo con [Nombre del Cliente]?

[Confirmación de Identidad]

Operador: Soy [Tu Nombre] de CIAL Dun & Bradstreet. Estamos en contacto debido a la solicitud de un número DUNS Express que realizó con nosotros. ¿Está usted al tanto de este proceso?

[Escuchar al Cliente]

Operador: Entendemos que a veces pueden surgir obstáculos durante este proceso. ¿Ha tenido algún problema o dificultad en la completación de los pasos requeridos en dunsguide?

[Ofrecer Ayuda]

Operador: Estamos aquí para ayudar y asegurarnos de que obtenga su número DUNS Express sin problemas. Si ha encontrado algún obstáculo, por favor, comparta los detalles con nosotros para que podamos asistirlo de la mejor manera posible. ¿Hay algo específico en lo que necesite ayuda o algún problema que quisiera que resolvamos?

[Escuchar Respuesta del Cliente]

[Ofrecer Soporte] Operador: Si es necesario, podemos ofrecerle asistencia adicional o guiarlo a través de los pasos restantes. No dude en preguntar cualquier cosa que pueda necesitar.

[Recordatorio de Importancia]

Operador: Queremos recordarle que es de suma importancia completar este proceso a la brevedad. La fecha de entrega de sus productos o servicios se asignará solo después de que finalice el proceso de obtención del número DUNS. Por lo tanto, es crucial que podamos asistirlo en caso de cualquier problema

[Despedida] Operador: Gracias por su tiempo, [Nombre del Cliente]. Estamos aquí para ayudarle en cada paso del proceso. Si tiene alguna pregunta o necesita asistencia, no dude en ponerse en contacto con nosotros. ¡Esperamos que su proceso de obtención de número DUNS Express sea un éxito!

[Finalizar la Llamada]

Want to print your doc?
This is not the way.

Try clicking the ⋯ next to your doc name or using a keyboard shortcut (

CtrlP

) instead.