0Customer onboarding – Capture information
Great news on the win! 🙂
To ensure a smooth delivery of service to this customer, please complete the following information.
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}
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}
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}.
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}
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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