☕Customer onboarding

First impressions are not just important; they're everything when it comes to adopting a new product or service. That's why our customer onboarding process is designed to lay the foundation for a successful, long-term relationship right from the start.

Here’s how we make it happen, step by step:

Step 1: The Champion Onboarding Call

Before anything else, we schedule an initial onboarding call with the main point of contact at the client’s end - the Champion of Hifive. This call is crucial as it sets the tone for the entire relationship. During this meeting, we walk through the Champion Onboarding deck together, customizing it on the fly to reflect their metrics and what success looks like for them. This personalized approach ensures that we're aligning our service with their specific goals and expectations.

Step 2: Introducing Them to the Hifive Web Platform

Next up, we onboard the Champion to the Hifive web platform. This involves uploading a list of targets and understanding their Ideal Customer Profile (ICP). We encourage them to start inviting their team members as well as their Connectors, both free and Premium. The goal here is to light up their dashboard with contact data, leading them to that "aha" moment when they see the real value of Hifive in action. It’s about showing, not just telling.

Step 3: Scheduling the Team Onboarding Call

Before wrapping up the first call, we ensure to schedule the team onboarding call. This is also when we set clear expectations about usage - the Champion will be the main user of the Hifive web platform, while the team will primarily use the Hifive Chrome extension in their daily tasks. It's about tailoring the experience to meet each user's needs while maximizing the utility of Hifive across the board.

Step 4: Champion Onboarding Follow-Up

After the initial call, we follow up with the Champion using the “Champion Onboarding Follow-up” template in HubSpot. This step ensures that any questions that have arisen post-call are promptly addressed and that the Champion feels supported as they start their journey with Hifive.

Step 5: Conducting the Team Onboarding Call

The team onboarding call follows, where we use a dedicated deck designed specifically for this purpose, titled "hifive team onboarding chrome extension." This session focuses on getting the team comfortable and proficient with using the Hifive Chrome extension, ensuring they understand its features, benefits, and how it can streamline their daily workflows.

Continual Engagement and Support

After these initial steps, we don’t just set it and forget it. We continue to engage with the Champion on a bi-weekly or monthly basis, depending on their needs and progress towards achieving their goals with Hifive. These meetings are crucial for gathering feedback, offering additional support, and ensuring they’re maximizing their use of our platform. Once the Champion feels confident and is seeing results, we transition these touchpoints to quarterly check-ins, maintaining a supportive presence while respecting their time and autonomy.