Onboarding Done Right: Setting up a new SaaS or Cloud account
Moving client to the cloud shouldn’t be scary. It shouldn’t be confusing. It should be end-user focused, customer-service focused, and easy. Here’s how to make it that way…
Setting up a new SaaS or Cloud account should involve at least these customer service items:
1) 1st party, usually Technical Support, does initial account setup; Does thorough tests; Signs off on checklist.
2) 2nd party, usually Customer Support, tests client configuration, passwords, etc. Signs off on checklist.
3) Client is on-boarded by Customer Support using an email and a letter containing not only account info and service URL, but also the location of support resources, like email and telephone support, trouble-ticket form submission, support forums, FAQs, How-To’s, User Manual.
4) The company’s 1-800 support number is delivered to the client by Customer Support on a small wallet-sized card.
5) Follow-up customer service survey delivered about the onboarding process; Reminder sent to complete the survey; Survey results shared with all departments; Reviewed weekly/monthly/annually.
6) 1 week follow up telephone call from Customer Support to be sure that everything is working that that all users are satisfied; Discussion not only with management, but with at least a few end-users!
7) 1 month follow up telephone call; Everything still good?
8) Add the users to the product support newsletter, for updates, special offers, new support resources, how-to videos, etc.
9) Annual account review; Discounts review; Upgrade reviews!
I’m sure there are other things that should be done. What’s your SaaS / Cloud on-boarding process? Does it work? Where does it break down? What kind of tools make is work?
(photo credit: http://www.sxc.hu/profile/stevex64)
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