DRAFT - WORKFLOW NOT LAUNCHED
The "Onboarding pipeline" is where we visualize and track the process of onboarding new clients (stations and customers).
Inside the Onboarding pipeline are "Deals" - and each deal consists of a collection of data (information) gathered over time (as the deal develops). This information includes:
- Contacts (the client-side people we will work with to coordinate Onboarding)
- Entities (the radio stations that are licensing our product as part of the Deal)
- Communications with contacts (emails) and manual notes captured during the Sales process
- Contract terms (agreement length, payment type, products licensed, start/end date, etc.)
- Contract (the signed legal document)
Deals move through "stages" in the Onboarding pipeline, and each stage has corresponding "tasks" that must be completed before the Deal can move on to the next stage. These stages and tasks add clarity to "who" is responsible for "what" and "when" (in the Onboarding process), and bring transparency to the "current status" of every new client being onboarded.
Stage 1: Customer Brief
Sales summarizes the key information of the Deal and moves it to this this stage of the Onboarding Pipeline.
Responsibilities & Tasks
- [MIKE E.] Is assigned as the Owner
- [MIKE E.] Reviews the summary and confirms presence of needed information
- [MIKE E.] Communicates with and assigns CSM as Owner, this person will also lead onboarding
- [MIKE E.] Changes stage to "Introduction Call"
Stage 2: Introduction Call
In this stage the CSM hosts a kickoff call with the client-side onboarding contact(s) to discuss the onboarding process, review any "non-standard" expectations, establish timelines and next steps.
Responsibilities & Tasks
- [CSM] Sends "TBD" email template to onboarding contact(s) to introduce / schedule the call
- [CSM] Follows the appropriate path during the call
- [CSM] Denotes meeting outcomes and follow-ups, sends "TBD 2" email template to recap the call and provide any links/files we need to share
- [CSM] Changes stage to "Set Up"
Stage 3: Set-Up
In this stage the CSM manages receipt of the set-up information from the onboarding contact(s). Mike M. creates new entities and the CSM creates certain users for the purposes of upcoming training.
Responsibilities & Tasks
- [CSM]
- [CSM]
Stage 4: Training
Stage 5: Post Training - CS
Stage 6: Post Training - Sales
Stage 7: Deal Won
2. [CSM] Upon receipt of station/user information from client contact
-
- Send station set-up details to Mike Malone
- Work with client contact to schedule training sessions
3. [Various] Conducts training sessions with users
4. [CSM] Sends Onboarding completion email to users
-
- Congratulate and establish what comes next
- Links to resources
- Survey