It’s all in the detail: You’ve now won the business, but how do you onboard your customer?
Onboarding new clients can be time-consuming, week-long endeavours. According to Channel Futures MSPs spend about 40 to 80 hours manually entering information from existing systems and databases to onboard each client, overseeing everything from Office 365 accounts to Cisco router configurations.
This drawn-out process can have a serious impact on your customer’s experience and let’s face it, unhappy customers are the last thing we need on top of this pandemic.
At Inbay, we appreciate that you probably know everything there is to know about onboarding. However, after speaking to a dozen MSP’s we have found that onboarding tickets are still rolling into the helpdesk ruining a fruitful relationship before it even begins.
We all know that a positive onboarding experience confirms that your customers made the right choice, and it ultimately, helps you to retain them. The top two reasons that customers leave are 1) customers don’t understand your product, and 2. they don’t obtain any value from it. Customer onboarding can solve both of these issues.
Watch Inbay’s Q&A session where we share customer onboarding best practices and areas that need to be considered in order to reduce churn and improve customer experience, from both a sales and technical perspective.
During this session we will discuss:
- What is customer onboarding?
- Creating a customer onboarding process
- Locations, one office or multiple
- Types of users, roaming (laptops), home workers?, servers
- How to bring devices under management, the easy way