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The best customer onboarding template – free template
This article is part of our Process 101 guide.
Congratulations! You made the sale. Time to break open the bubbles and celebrate.
You may have done a great job of securing the deal, but that’s only the start of the story. Now it’s time to deliver on those promises.
The top two reasons for customer churn are:
- Customers don’t understand your product or service
- Customers don’t see the value in it.
The best way to prevent either of these from happening is to continue the great experience you’ve delivered to this point. And the secret to continuing your success is through your customer onboarding process.
Using a template as your ‘blueprint’ means your process for onboarding customers is consistent every time. With Process Bliss it’s easy to set up a customer onboarding template, for example…
Your customer onboarding process might look like this:
Step 1: Agree preferred communication channel and obtain key contact details
All of this should be available from the details in the contract.
Step 2: Send personal welcome message to client
Step 3: Send communication to the team about the client win
Step 4: Assign team and roles
Step 5: Send follow-up client email containing key info
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.
Step 6: Kick-off call/meeting
Set expectations, set relationship parameters, agree scope/deliverables, timescales.
Step 7: Product/service set-up – consider the training that may be required
Ensuring the client is properly onboarded so they know how to use your product/service and are fully engaged with it.
Step 9: After one week…catch-up call/email
How are they getting on? Questions? Problems? How can we help with deeper engagement?
Step 10: ‘Business as usual mode’: keep them engaged
E.g. Product updates and invitations to events.
How Process Bliss can improve your customer onboarding
A basic template like the one above is enough to get you going, but you will want to add/delete steps to make the process fit your organisation.
Process Bliss allows you to set up custom templates for the recurring processes in your business, such as customer onboarding. You then ‘run’ the process for each new client you take onboard. Steps within the process can be assigned to different people and given a due date.
In the template report view, you can see exactly what stage in the onboarding process you are with each new customer.
Click on the button below to start using our customer onboarding template in Process Bliss.
1Capture and document key information
– Key contact
– Contact details
– About their business (e.g. sector, target, audience, competitors, objectives)
– Why they chose us and what they hope to achieve using us
2Send personal welcome email to client
3Send communication to the team about the client win
4Send follow-up client email containing key info
– 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
5Assign team roles and issue internal communication
6Kick-off call / meeting
Set expectations, set relationship parameters, agree scope/deliverables, timescales
7Remind them why they chose us
Call / Email / Gift
9After one week – catch-up call/email
– How are they getting on?
– Questions? Problems?
– How can we help with deeper engagement?
10Business as usual mode – keep them engaged
– In-app message
– Product release emails