Automating Client Onboarding

Onboarding is a crucial aspect of any business in order to ensure that new leads are smoothly and successfully transitioned into paying customers. Many companies are manually bringing customers on but there are a few reasons why this may be holding them back.

Let’s take a closer look at the basics of onboarding and how manual and automatic strategies compare.

Basics of Onboarding

We all understand that onboarding is a way to get interested parties to become loyal paying customers, but how does it work? Just imagine you sign up for a call with a company that you are interested in doing business with and you receive an email with all the information you need to make your decision before you even get on the call. Then you receive reminders for the call, the call, and a follow-up email so you can place your order. This makes things easier on both sides as the customer gets their questions answered and the business streamlines their process by warming up the leads before they take the calls.

Any onboarding strategy should involve the following 3 points:

This is all about giving potential customers the information they need that allows them to make a decision.

This part is giving potential customers the feeling that they are indeed in contact with the right provider who can meet their specific requirements at that time.

This is all about getting potential customers to buy into working with your organization as soon as possible.

Now when implementing onboarding, there are two approaches you can take; manual or automated.

Manual Onboarding

This is where each step of the onboarding process is performed by a human responding to leads. While many think this gives the personal touch customers are looking for, here are a few things to consider:

  • There is only so much people can do in a day. Manual onboarding limits the amount of customers who can be successfully onboarded by the staff resources available to onboard them.
  • It requires a significant amount of time which will require paying staff to attend to these tasks which can be expensive.
  • It can lack in efficiency due to the nature of performing anything manually. If someone is managing email replies, for example, and they are sick one day, it can result in a delay.
  • There is also a higher likelihood that some clients will fall through the cracks.
  • Finally, due to individuals handling each step of the process, each customer’s experience will vary which causes a lack of consistency.

How Automating Potential Leads Works

With these drawbacks in mind, automating potential leads can offer a better solution. But how does it work?

Well, it is simple really. After discovering your web presence and wanting to contact you, a potential client is automatically invited to complete a very straightforward form. This is connected to an email marketing service such as MailChimp. Once they have submitted the form, they are sent a welcome email. This should include information covering the work you do, your pricing structure, testimonials, and all the services you offer.(Basically, everything they are wanting to ask you.)

Of course, the email should include a call to action which will take them to another form on your website where they can fill in their specific needs in a more in-depth manner, a project planner in a way. They are then invited to book an appointment with one of your representatives to further discuss their proposed project in greater detail. Finally, before the appointment takes place, the potential client is sent a warm lead and told just how your proposed solution will meet their very specific needs.

Benefits of Automated Client Onboarding

As you can imagine, your customers will have all of the information they need to make an informed and confident decision. Furthermore, the onboarding process is streamlined and fully scalable to manage an infinite amount of leads. This gives your staff the time to focus on other critical areas of your organization.

The experience all potential customers receive is exactly the same with automated onboarding and it can be tested and fine-tuned to increase conversions.

Where can you get an onboarding service? There are a number of different services that can enable automatic onboarding. Here are just a few of the leading choices.

Used by over 13 million clients, MailChimp has operated since 2001 and each month sends 10 billion emails for their clients.

Traction Digital offers a range of onboarding services catered exclusively to their client’s unique needs.

HubSpot helps to build campaigns to not only generate leads but to act on them in an efficient manner, converting potential customers into paying customers.

Services like these can enable your business to increase efficiency, open up staff availability, and help to contribute to an increase in sales. It is worth considering the switch. Has your company already many the switch to automated onboarding? If so, what are your favorite tools to use?

This article was originally posted at Need a website, web application or mobile app built? I can help! Get in touch.

PWA & Hybrid App Developer | Founder @ Denim.Dev — Greater Value / Less Code

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