First impressions are EVERYTHING. The way a person is onboarded to use a new technology will either create a great relationship or drive customers away. Let’s put that into context. We researched some statistics, and this is what we found. According to a survey by UserGuiding.com, 63% of customers factor in the onboarding experience when choosing whether to subscribe to a service or buy a product. On that same note, 55% of customers report that they will discontinue using a product or service if they find it difficult to understand. On the other hand, 86% are more likely to stay loyal to a business that invests in onboarding content that welcomes and educates them after they’ve made a purchase.

There are some companies out there that absolutely nailed it in onboarding. Airbnb is very effective in communicating with its hosts and outlining the app’s features while staying very personable. Canva has a very short and sweet onboarding process to get users started quickly, and if you want to dive deeper, there is a library of video tutorials users can watch. Pitney Bowes recognizes that retaining existing customers is essential, and this is achieved by building a relationship through onboarding focused on their customers’ needs and wants.

Growth Power Suite (GPS) is very focused on building relationships and delivering remarkable customer experience. A long lasting relationship begins (or can end) with customer onboarding. GPS has developed an onboarding process that is user friendly, customer needs specific, and time sensitive to meet our customers time constraints.

The General Process

It all begins with the sales call and ends with a highly-trained user. In reality, what happens in between is what creates a remarkable experience.

GPS has a very formalized, yet relaxed, onboarding process that takes you through the journey from sales, to Discovery, to Onboarding, to the highly-skilled user status.

It’s really that simple…

The Breakdown

Just so everyone is on the same page, let’s talk through some details of the process. 

GPS Onboarding consists of four main plans to choose from:

• Basic: Our basic plan. Limited. Simple. 
• Gold: A mid-tier plan that allows a little more personalization.
• Platinum:  A little bit bigger! Even more personalization and time spent on you.
• Diamond: The Big Kahuna. This plan has everything. 

Once an onboarding plan has been chosen, the Discovery session starts. During this call, we ask a lot of questions about you and your business to get a better understanding of what your company is all about… to “discover” more about it, if you will. 

• We will gather some basic information about your business (business name, primary contact name, phone number, email address).
• Next, we will ask how you want to import your contacts into our system.
• Once we get your contacts uploaded, we need to identify them. This is done through the use of tags. You can tag your employees, your volunteers, donors, whatever you want.
• We would then need the metrics on information we’re collecting. This is called a Pipeline. We would gather the demographic information, and it would flow into the Pipeline. You can customize these to fit your organization!
• We will set up a Mailgun for you so we can send out your emails through our GPS system.
• Next, we need to find out how secure you want your site to be. We’ll ask if you want to set up two-factor authentication for your users. 
• And lastly, we will go over how many users you want on your account. You can have an unlimited number of Users, but each User will have their own unique Login credentials as well as User permissions which determine what functionality and accessibility they have within your Company account. 

After you complete your onboarding session, the real work begins. The GPS Onboarding Team is debriefed on your company including your specific needs, short term goals and long term goals. From there, we create an Onboarding Plan just for you.

Once your Onboarding Plan is finalized, you will be introduced to your GPS Onboarding Team. You’ll work with your team to schedule your initial onboarding session and follow up sessions which will vary depending upon the scope of your company needs as well as the number of people included in each session.

Although our goal is to get your company fully trained and confident as soon as possible, we won’t leave you to your devices before you’re ready. Our mission is to take the time to make sure every GPS user is comfortable. We want everyone who signs on with us to possess a high level of confidence and obtain the correct skills to properly navigate the system.

Want to learn more about Growth Power Suite and our full suite business solution software?  Just click on the link below and sign-up for a live demo.  Your remarkable GPS experience is just a few clicks away!

Click here to schedule your demo!

References 

https://userguiding.com/blog/customer-onboarding-statistics-trends

https://helloscreen.com/blog/10-finance-companies-show-you-their-strategies-for-the-best-client-onboarding