Selling your team on digital onboarding

This is a great question @LaurenSiteCapture! Can you help me understand what active accounts means? Are they new clients being onboarded for the first time?

I’m also curious to see how far you’ve gotten with creating your templates (aka playbooks for renewals, trainings, etc). I like to follow these steps for when implementing a digital/automated onboarding experience. 

1. Start with the end in mind. By the end of the playbook what is the expected outcome? You’d be surprised how many companies build processes without an end in mind and wonder why customers are getting lost along the way.
2. Identify the steps that must be taken for 80% of onboardings, renewals, trainings, or trials. You can’t plan for every situation, but it’s important to think along the lines of “For every new account I need to set up the kickoff call, then create their account, etc.
3. Identify who owns what. This means that you need to figure out which internal departments are responsible for what. Don’t forget to think about which members on the customer side need to be involved.
4. Set Expectations. It’s important that when it’s someone’s turn to complete a task that they know how to do something and when it’s due.

In a nutshell, it’s important to identify What needs to be done, Who needs to do it, How to do it, and When it’s due by. That will give you a solid starting point to standardizing your processes. 

@willpatterson @rondeaul @Casey Wilt @harrisclarke @Mark Mitchell  @Matthew Davidson In your experiences what would you add/take away here? Also any thoughts on selling other team members on the importance?

Great question @LaurenSiteCapture a number of benefits come to mind:

1. “Onboarding for your team” - instead of having a new hire shadow an IM for 6 months before they can do it themselves, you can spin up a test project day 1 and get them learning your process. Additionally, it’ll make your one-on-ones way more productive and focused on mastering your playbooks
2. “Tribal Knowledge” - one huge risk many companies have is if certain members of their team leave their organization. Often, if your process isn’t captured then it’s difficult to know how things are done or how to improve or have consistency among your IMs. 
3. “Consistency is Key” - without having a similar playbook or best practice each member of your team will be managing the onboarding differently. This can lead to major miscommunications, improper expectation setting and an incredible amount of work to actually understand what is going on in a project. A consistent playbook will create a space for true collaboration and consolidation. 

Hope these help!

This was the SINGLE biggest selling point on moving our team to a platform like GuideCX - it’s less about “automating” you out of your natural creativity and ingenuity, and more about ensuring that you know, at a minimum, the expectations at each step along the way. Having that “what now” stress out of your life feels like you’ve gained an extra day in your week…. without actually staying at work until 9!!