Completing Onboarding for our team is making sure the customer is comfortable with the product and knows all the product functions available to them. Sometimes the customer is working with a partner and onboarding becomes more of a facilitator than a technical role and if the project is long term, the onboarding team may hand it off with the offer to come back into the picture when it is time to provide operational enablement. When handing off, a discussion takes place of who the next contact will be and what information is required for them. Sometimes the next contact is not technical and only needs information regarding the customer contacts, best times to connect, and high overviews of environment and product features. Other times, the customer is transitioning to an ongoing technical resource that may want a deeper dive into the environment. I always try to end the onboarding sessions with a configuration review and summary of the environment.
I’m curious what others do for post-onboarding hand-off.
