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Welcome to the latest post in our Content on Matik series. In this series, we will be taking a look at some of the innovative ways Matik customers have used data-driven storytelling to create compelling content, and build better relationships with their customers.
Meet the Onboarding Review.
Onboarding Reviews are multi-slide decks that walk your customer through the specifics of what they can expect during the onboarding period. This deck should be your customer’s source of truth for information about their implementation schedule, resources, and homework in order to get their team up and running with your tool.
Onboarding Reviews are incredibly important because they set the tone for the type of relationship you are going to have with your customer. Laying out a structure from Day One demystifies the implementation process, and shows the customer exactly what they can expect from this project.
By building a strong foundation from the start, you’re also showing your customer that they can rely on you and look to you as a genuine partner. This trust pays dividends down the road if and when your customer has any issues or frustrations because they’ll be more likely to come to you immediately and seek your advice. This gives you an opportunity to learn about your customer’s specific needs and goals more deeply, and make a plan to achieve them by the end of the contract.
This back and forth relationship means that you’re in more frequent contact with your customer, that they’re sharing their needs and problems with you, and that you have the best chance possible to build value with this account and address any pitfalls well in advance of their renewal.
Onboarding Reviews are multi-slide decks, and they can be leveraged from the very first meeting with your customer.
Start out with a title slide that has your name, photo, and contact information (if you are the assigned rep on the account). Follow that up with a second slide giving the customer a quick thank you for partnering with you. Your third slide should be an Agenda that lays out the following sections: Introductions, Roles & Responsibilities, Key Success Metrics, Onboarding Process, and Timeline Overview.
Use your Introductions slide to present your team to the customer, and get to know anyone on their side whom you haven’t met yet. This should be a visual slide with photos, names, and job titles only.
Your Roles & Responsibilities slide will be more text-heavy and include information about who owns what in the implementation process. Are there different roles in your platform (like Admin and End User) that have different responsibilities? Lay that out here. Also list out the pieces of the process that your team will be owning, and any limitations on what you can provide (e.g., up to 15 hours of implementation service provided).
Next, dive into your Key Success Metrics slide. Here is where you can show your customer the types of data you typically collect and track regarding their usage, performance compared to competitors, etc. This is a good place to tailor your presentation to the types of metrics that your customer cares most about, and also give them an opportunity to add in any KPIs that are missing.
After that, it’s time to show your customer how to get from A to Z - in other words, the Onboarding Process slide. We recommend using side-by-side modules to lay out the different steps of the process, with brief subtext underneath the step titles explaining what each step will entail. The goal is to make this as clear and concise as possible so as not to overwhelm your customer with too much information. You can dig more into the details at a later time when you work on each specific step with this account.
Lastly, it’s vital to give your customer a Timeline Overview so that they can have a realistic expectation of how long this project will take. Lay out each of the steps you highlighted in the previous Onboarding Process slide into a Gantt chart or some other type of project management visualization. Be sure to call out the expected duration of each step and any potential blockers here. You can also briefly discuss what each person’s role will be throughout these steps.
Bake in at least 15 minutes of extra time during the call, so your customer has an opportunity to ask questions as they come up. They should leave the call feeling ready to take on this implementation and excited about your product and their new partnership with you.
Onboarding Reviews are your customer’s source of truth for information about their implementation schedule, resources, and any work that needs to be done on their end in order to get their team up and running with your tool.