Customer onboarding
A good start, with information coming together in time.
- Starting point
- Quote for your project after the first conversation
How customer onboarding organises the start of a project
The order is signed, and then the waiting begins: for core details, for documents, for access the customer first has to find. Every follow-up email costs days, and the start gets pushed back. Organised onboarding tells the customer from the outset what is needed and shows both sides what is still open.
Request core details and documents
After the order is placed, the customer receives a structured list of the details and documents needed, with an explanation of what they are needed for. You decide what is essential for your workflow and what can be supplied later.
Coordinate access
Access that is needed, for example to hosting, bookkeeping or accounts, is requested and documented through secure channels, not by email in plain text. The customer decides which access to grant and with which rights.
Keep progress visible
Both sides see what has arrived, what is missing and whose turn it is; friendly reminders go out according to your rules. Your team checks the documents and marks them as complete.
Example scenario (fictional)
Customer onboarding in practice
An accountancy firm takes on new clients and needs company documents, bank statements, payroll data and access to the accounting software. Instead of several emails, the new client receives a list with explanations, uploads the documents and sees what is still missing. The case handler sees all new clients with their status and only sends reminders where something has been open for longer.
How you can tell it fits
- A good fit if projects start late because documents or access are missing.
- A good fit if customers have to be asked for the same details several times.
- A good fit if you regularly take on new customers and need the same things every time.
What is included and what is not
You decide which details are requested and where they are stored; we set up the workflow and advise on secure ways of handling access. Checking the documents and deciding when a customer is ready to start stays with your team.
Starting point
We prepare a separate quote for this.
A single existing workflow can also be a sensible starting point. You describe it, and we tell you what we can solve properly to begin with.
Quote for your project
after the first conversation
The first conversation costs nothing. Before we start, the quote sets out:
- the scope
- your input
- the sign-off
- the price
Licences, hosting and additional services are listed separately.
Two questions before you start
Is this not just a checklist?
At its core, yes, but one that customers can work through themselves, that takes in documents securely, sends reminders and shows both sides the status. The checklist itself comes from your business; we make it usable.
How do we handle confidential access details?
Access details should never be sent by email in plain text. We set up a suitable channel, for example a password manager or a share with restricted rights, and document who received what.
The first conversation costs nothing.
Abbas and Shervin take the time to understand how your workflow runs today.
Write directly to abbas@fehablabs.ch or shervin@fehablabs.ch, or use the form.