Customer Onboarding Template (with Form)

Customer success, Digital Forms – beSlick

You may have done a great job of securing the deal, but that’s only the start of the story.

Now it’s time to deliver on those promises. The following template is designed to help you get off to a great start with your new customers.

This process features on our list of 25 processes every business needs.

This Digital Forms based Template captures information and creates a Customer Onboarding Task that is due on the go live date once submitted. It assigns relevant steps to the Project Manager, Sales person and Technical engineer. You can tailor it to your exact requirements.

  • Use Template – will import into your Organisation, or help you create a trial if needed.
  • Preview Template – will show you how it looks in the beSlick platform.
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You can watch a short video of how it works in beSlick here:

Customer Onboarding Template (with Form)

0Customer onboarding – Capture information

Great news on the win! 🙂

To ensure a smooth delivery of service to this customer, please complete the following information.

Your email:*
Customer details
Customer name:*
Primary contact:*
Primary contact email:*
Internal team details
Sales person:*
Project manager:*
Technical engineer:*
Project details
Service selected:*
Go live date of service:*
Total Contact Value (TCV):*
Proposal or Scope of Works:*

1Send personal welcome email to client

Importance: Essential
Assigned to: {project_manager}
Due: 2 working days after task start date

Use attached template email when first communicating with the client.

IMPORTANT check email for accuracy before sending.

Hi {primary_contact},

Wonderful to have you on board! 😀

I’m here to help make sure everything runs smoothly and will manage the internal team.

I understand you have selected {service_selected} and wish to go live on {golive_date}.

Next steps from here;

Attached is a data capture form (DCF) that we need completing to implement.
Then, the technical team will ensure everything is set as expected.
We will have a training session and agree go live.
Then we go live on the agreed date.

Any questions please give me a call.

{project_manager}

Example Client DCFv1.xlsx

2Send communication to the team about the client win

Importance: Standard
Assigned to: {project_manager}
Due: 2 working days after task start date

Ensuring a high profile within the business of new clients will help to make the deployment go smoothly, and understand the importance of this new customer.

3Send follow-up client email containing key info

Importance: Essential
Assigned to: {project_manager}
Due: 2 working days after task start date

– Introduce key members of your team
– Point them to useful information they may need (e.g. support site)
– Explain next steps
– Book date/time for kick-off

4Is this a non-standard deployment?

Assigned to: {technical_engineer}

Yes

No

5Technical team, please validate Scope of Works?

Importance: Essential
Assigned to: Technical Team
Due: 2 working days after task start date

See Scope of Works document attached to this step. Any issues please comment @mention {project_manager}.

Client Scope of Works.docx

6Assign team roles and issue internal communication

Importance: Standard
Assigned to: {project_manager}
Due: 2 working days after task start date

7Kick-off call / meeting

Importance: Essential
Assigned to: {project_manager}
Due: 2 working days after task start date

Set expectations, set relationship parameters, agree scope/deliverables, timescales

8Remind them why they chose us

Importance: Standard
Assigned to: {project_manager}
Due: 2 working days after task start date

Call / Email / Gift

9Product set-up

Importance: Essential
Assigned to: {technical_engineer}
Due: 2 working days after task start date

Deployment team to confirm service configured as expected.

10UAT completed

Importance: Standard
Assigned to: {technical_engineer}
Due: 2 working days after task start date

Customer to confirm User Acceptance has been completed.

11Ready for go-live date?

Assigned to: {project_manager}

Yes

No

12Go-Live

Importance: Essential
Assigned to: {project_manager}
Due: on task due date

13After one week – catch-up call/email

Importance: Essential
Assigned to: {sales_person}
Due: 1 week after step 12

– How are they getting on?
– Questions? Problems?
– How can we help with deeper engagement?

14Add to newsletter & product updates group

Importance: Standard
Assigned to: {sales_person}
Due: After Step 13

15Marketing – request case study

Importance: Standard
Assigned to: {sales_person}
Due: 2 months after Step 12

Check with Account Management team customer is happy to provide. If not, please provide reasoning.

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Click ‘Use template’ to add to your Organisation or start a free trial – we’ll help your teams get it right, every time.

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