Case Study: Customer Onboarding

Imagine That is a full-service digital marketing agency offering a wide range of digital marketing and web development solutions for their clients. When Jeff and I started the business in 2008, we utilized whatever free software tools we could find to run the business. 

For client onboarding, including meetings, phone calls, proposals, and contracts, we used standard office suite applications to manage the process. This worked fine initially, but as the company grew, and its products and services became more numerous and sophisticated, the current onboarding process wasn't cutting it. It became time-intensive, complicated, and arduous, often taking hours or weeks. Pricing information and deliverables were all kept in multiple documents and continuously revised. Over the years, inconsistent pricing and deliverables were a common challenge. Often meetings with prospects were long and unproductive or commonly turned into multiple sessions, resulting in lost time and productivity.

This was hard enough for Jeff and I to manage, but almost impossible for new hires to understand and decipher. We knew a more efficient and effective onboarding process was needed, one that would create greater onboarding efficiencies and optimize prospect conversions.