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Best Practices for New Client Onboarding

Blog: ProcessMaker Blog

When it comes to client onboarding, ensure that you’re paying close attention to how you get new consumers. The most successful strategy for long-term client retention is to create a pleasant experience. This is critical both at the outset of the engagement and throughout their relationship with your company.

According to the Harvard Business Review, if you can keep 5% of your customers from defecting, you can raise your bottom line revenue by 25%–95%.

What is client onboarding?

It can refer to a vast number of things. The simplest sales-to-delivery handoff is typically the simplest: the post-purchase experience of a new buyer.

It’s crucial to implement a client onboarding system that can handle it to avoid clients leaving due to dissatisfaction with the onboarding process. In addition, client onboarding is critical for every business since it directly influences their level of satisfaction with your organization. Clients should feel secure in entrusting you with their care.

Isn’t that obvious?

The significance of new client onboarding

Acquiring new clientele is more than a lucrative endeavor for businesses. When executed successful, it results in the following:

Also, a well-thought-out, highly repeatable client onboarding process is essential for ensuring compliance.

Client onboarding steps and best practices

No matter the size or location of the business, it must have a well-defined and consistent client onboarding method. As long as you establish a positive relationship with your consumers, you’ll have all the information necessary to wow them.

The proposal, payment, and contract

Obtaining a signed contract from your client is the first step. Please wait until you get a signed copy in your hands (or inbox!) before doing any of their work. Before you may get $500, the parties must strike a written agreement. You risk wasting time and money on inefficient duplication if you don’t have the right process and workflow.  This contract should also include critical information about price and invoice.

Note your client’s current requirements

Understanding your client’s wants is a critical component of the onboarding process. The resources available will vary according to the customer’s requirements. After you know their strengths and shortcomings, you can develop a strategy for addressing them.

Create a list of your client’s current assets and any opportunities for improvement. It’s a vital way for a consumer to view you as an authority on the subject.

Did you know you can automate the distribution of your client surveys using ProcessMaker?

Begin working on the client’s projects

Finally, once you’ve obtained all the necessary information, you may transfer management to your new team. To foster an effective working connection, the primary point of contact should have specific characteristics with the customer.

Invite the client’s team to a meeting and share the following information with them:

Additionally, it is vital to discuss any earlier correspondence since repeating oneself to other practice members may annoy the client.

Prepare a speech for pre-project

It is critical for the launch call to be successful in ensuring that everyone is on the same page and has the necessary information. Your client’s opinion of your whole workforce, not just you, must be favorable. Ascertain that your team has access to the essential information and resources to complete the project on time and under budget. Further, allow the new consumer to communicate their objectives and expectations in depth during their interaction with you.

Offer your new clients a token of your appreciation

Ensure that the customer receives a welcome package following your initial encounter. This is an excellent time to educate and validate your consumer’s buying choice. With a bit of effort, you can accomplish a memorable client onboarding experience to drive customer retention and loyalty. Your welcome present might be a combination of digital and tangible products.

Check in after the first month

If your customer has any questions or concerns, this is an excellent time to address them and gather feedback. Utilize this check-in call to demonstrate how much you respect your customer’s business. Prepare a list of pertinent questions and a synopsis of all work completed in the preceding 30 days. You should conclude the phone call with the assurance that your consumer made the correct choice in doing business with your company. 

In addition, a follow-up phone call is also an excellent opportunity to gently remind them to provide any further information or documents they have not yet sent. A message can get lost in their inbox or disregarded.

Automate the onboarding process

With manual onboarding processes, it can be difficult if not impossible to collect and leverage data to provide actionable insights. Onboarding automation makes it easy to track each new client’s journey in real-time. This increases accountability, reduces errors, and provides management with valuable insights to improve the onboarding process.

Client Onboarding with ProcessMaker

When initiating client onboarding, test your processes to determine effectiveness. A well-designed workflow is critical to the success of your client onboarding process. ProcessMaker can help in this case. ProcessMaker aids in the client onboarding process at every stage. Further, you can adapt your technique and strengthen any weak points based on client feedback and KPIs.

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