How to Build the Onboarding Strategy of your Dreams
Blog: Kofax - Smart Process automation
My wife and I bought our first house just over 10 years ago. It was a great experience living in that house; we raised our children there and made some amazing memories. As the kids began to grow, we decided it was time to move to a bigger home that better suited our needs, and to build one from scratch. We knew building a house would be worth the effort to get our dream home. My brother-in-law, Cam, decided to build a new home at the same time.
Cam and I approach things in life differently, and the house building process was a perfect illustration of this.
I used the start-from-scratch approach, personally selecting every detail: the lot, the builder, the layout and materials–even the location of the light switches. OK, that may not be completely true. My wife picked out all that stuff. But I stood by and said,”Yup, that looks great!”
After much stress, many challenges, and several setbacks, we ended up building a home that we love.
Cam took a different approach, purchasing a house that was already under construction. Although he chose all the flooring, paint, and cabinets, the basics and framework of the house were already complete. After significantly less stress and fewer problems, he designed the perfect home for his family.
Leveraging a Framework Saves Time, Money, and Stress
The end result is we both ended up with beautiful homes. But the real difference is that it took only two months from the time Cam started working with his builder until the time his home closed. Mine took considerably longer–nearly a year from the time we put down our earnest money until the day we closed, and in that year we had many more issues than my brother-in-law. I also spent more money than Cam. I spent much more time with the builder, choosing options, attending meetings, waiting on permits, driving back and forth to the construction site, dealing with weather, and having to rent a small condo, since we sold our house months before our new one was complete.
By having the framework completed, Cam saved a great deal of time, money and stress.
Why Reinvent the Wheel?
New technology frameworks now help organizations onboard new bank customers, admit new patients for a hospital, or even onboard new employees for the HR department. Many businesses are already reaping benefits from these new technologies the same way Cam did, by starting with a framework. Every customer wants to customize their onboarding solution, and customization is easier when organizations deploy an onboarding framework.
Three examples of frameworks in action:
1. Speed and simplicity are essential to the customer onboarding process for banks. A framework makes signing up new customers fast and easy. Customers can scan their driver’s license from the convenience of their mobile phone, then automatically capture data from their license and use it to fill in information on their on-line application. After that’s done, a framework can facilitate all required correspondence between customers and bank associates.
2. Putting patients first. Smart framework strategies help streamline the patient admission process. When a doctor’s office or a hospital admits a new patient, the first thing a patient usually does is fill out a form about their personal and insurance information. A smart framework strategy helps simplify this process by:
- Electronically scanning the patient’s driver’s license and insurance card
- Validating the patient’s insurance information from the insurer’s database, and
- Triggering workflows from, or in, the medical record system
- Notifying doctors and other staff of the next action item for the patient
3. Transforming the new-hire process. We’ve all been through the hiring process for a new job. A well-designed framework can give new employees a smooth start by:
- Using information from a new hire’s driver’s license to start the application process.
- Automatically running a background check on a new employee
- Generating and customizing an offer letter and allowing the applicant to sign it from the convenience of their mobile device
A smart onboarding strategy helps organizations perform onboarding tasks quickly and reduces development time. The right framework offers a great starting point for streamlining operations while increasing customer satisfaction. Of course, you could build your onboarding strategy from scratch, but take it from someone who knows–it’s easier, faster and simpler to start with a smart framework.
Learn more about why effective customer onboarding matters: Removing Obstacles to Customer Onboarding