New Customer Onboarding Process [Business Processes]

What is Customer Onboarding?

Customer onboarding is the nurturing process that gets new users and customers acquainted and comfortable with your product.

How you onboard your new customers sets the tone for your ongoing relationship with them. It also increases customer lifetime value (LTV), reduces churn, and turns new users into raving fans.

Pre-Onboard

Pre-Onboard

Rent Ready’s Definition of a Successful Pre-Onboard

A successful pre-onboard means that all parties involved in the onboard have all of the information available to them and that as much pre-work that can be done, has been done to prepare for a successful partner onboard.

Measure	Definition
Team Meeting	A meeting is held with the BDM, PSM and the QM to go over the new customer (include Heather, Candy, and Kari as optional attendees). This meeting should be scheduled by the BDM in preparation for the onboard. During this meeting, the PSM should pre-schedule the 3 and 8 week meetings and include all attendees from the pre-onboard
Community Breakdown	Every party involved in the success of the new customer should be aware of all necessary pieces of information that is available to date, including: services that they want, specifications that they have made, etc. ALL information should be in the system before the onboard meeting
Pro Allocation	Based off of geography, services and community type/specifications, at least 1 primary Pro should be assigned to the property for each service type – this should be a team decision based off working knowledge of Pros on the platform

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Onboard

Rent Ready’s Definition of a Successful Onboard

A successful customer onboard for Rent Ready means that a single meeting was held to introduce the PSM to their new customers. It should be easy to schedule/conduct and not a burden or hassle for the customer and important information to launch the relationship is given to the customer.

Standard for Opportunities to move to Onboard:

Verbal commitment to complete the agreed upon services (simple, standard, or full) in vacant units for a 30-day time frame.
At least 1 Unit

Containing at least 2 core services

Start date is established.
All parties have agreed to participate in the transition call.

Related Topics: Customer Onboard Questionnaire

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Launch/Stage 6

Rent Ready’s Definition of a Successful Launch

A successful customer launch for Rent Ready means that a main point of contact at the property has been identified and that contact is in good standing and placing work orders with Rent Ready. Rent Ready is receiving future work orders and we are delivering services with minimal DSATs.

Measure	Definition
Onsite Relationship	We have good, consistent communication with the onsite contact and good working relationship (this differs based on how the customer wants to communicate with us, i.e. phone, email and i.e. weekly, bi-weekly, monthly, etc.)
Future Work Orders Scheduled	We are getting work scheduled with the customer for the future and not day-prior requests – the customer understands the importance of this and is in the rhythm
Minimal DSATs	On average we have less than 10% of DSATs based on the number of WOs completed (if we have more than this, then we have not yet delivered the level of quality that we should be delivering to this customer and need to further monitor)
Onsite Processes	All onsite processes and information has been obtained and confirmed (paint specs/storage, approval process, etc.)
Pro Consistency	We are delivering services with 75% being Primary or Secondary pros assigned to the property

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Stage 6: Week 1

Goal: Deliver quality services for all services and easy communication

PSM

BDM

•Schedule work orders

•Follow up on any DSATs

•Solicit future work

•Review Pro Visits logged by QM

•Monitor Measures of Success

•Review work orders

•Review DSATs

•Review Pro Visits logged by QM

•Monitor Measures of Success

•Mails customer Welcome box

•Pro visit for all first services being done that week

•Possibly doing a walk through with onsite staff if they wish

•Be deployed if there are any DSATS to manage the fix and communicate with customer if needed

Week 1

Customer Interactions

Touch #1

Call (logged on timeline) from PSM to
check on first services
Follow-up on any DSATs
Solicit future work orders

Team Communication/Check-ins

BDMs & SQMs CC’d on all email communications
All emails tracked to D365
All calls/communications are logged on the Account timeline

Measure of Success for Week 1:

75-100% work checked by QM
Work is scheduled for the following week
DSATs are addressed and resolved

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Stage 6: Week 2

PSM

BDM

•Schedule work orders

•Follow up on any DSATs

•Solicit future work

•Review Pro Visits logged by QM

•Monitor Measures of Success

•Review work orders

•Review DSATs

•Review Billing

•Review Pro Visits logged by QM

•Monitor Measures of Success

•Pro visit for 50% of services being done that week

•Be deployed if there are any DSATS to manage the fix and communicate with customer if needed

Week 2

Customer Interactions

Touch #2

Call (logged on timeline) from PSM to
check on first services
Follow-up on any DSATs
Solicit future work orders

Team Communication/Check-ins

BDMs & SQMs CC’d on all email communications
All emails tracked to D365
All calls/communications are logged on the Account timeline

Measures of Success:

50% work checked by QM
Work is scheduled for the following week
DSATs are addressed and resolved

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Stage 6: Week 3

PSM

BDM

•Schedule work orders

•Follow up on any DSATs

•Solicit future work

•Review Pro Visits logged by QM

•Monitor Measures of Success

•Review work orders

•Review DSATs

•Review Billing

•Review Pro Visits logged by QM

•Monitor Measures of Success

•Pro visit for 50% of services being done that week

•Be deployed if there are any DSATS to manage the fix and communicate with customer if needed

	Week 3
Customer Interactions	No scheduled/required touch, contacted if needed
Team Communication/Check-ins	Team call to review relationship status/adjustment of pros/etc Discuss each topic under 'measures of success' and pro assignment to determine relationship status at this point BDMs & SQMs CC’d on all email communications All emails tracked to D365 All calls/communications are logged on the Account timeline
Next Steps	BDM to log notes from 3-week review meeting in Stella to assist with 30-day Sentiment Check-In

Measures of Success:

50% work checked by QM
Work is scheduled for the following week
DSATs are addressed and resolved

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Stage 6: Week 4

PSM

BDM

•Schedule work orders

•Follow up on any DSATs

•Solicit future work

•Review Pro Visits logged by QM

•Monitor Measures of Success

•Review work orders

•Review DSATs

•Review Billing

•Review Pro Visits logged by QM

•Monitor Measures of Success

•Pro visit for 25-50% of services being done that week

•Be deployed if there are any DSATS to manage the fix and communicate with customer if needed

Week 4

Customer Interactions

Touch #3

•Heather Scott will conduct the 30-day check in and first customer sentiment survey

Team Communication/Check-ins

BDMs CC’d on all email communications
All emails tracked to D365
All calls/communications are logged on the Account timeline

Measures of Success:

25-50% work checked by QM
Work is scheduled for the following week
DSATs are addressed and resolved
Phone Survey is completed/attempted

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Stage 6: Weeks 5-7

PSM

BDM

•Schedule work orders

•Follow up on any DSATs

•Solicit future work

•Review Pro Visits logged by QM

•Monitor Measures of Success

•Review work orders

•Review DSATs

•Review Billing

•Review Pro Visits logged by QM

•Monitor Measures of Success

•Be deployed if there are any DSATS to manage the fix and communicate with customer if needed

	Weeks 5-7
Customer Interactions	No scheduled/required touch, contacted if needed
Team Communication/Check-ins	BDMs CC’d on all email communications All emails tracked to D365 All calls/communications are logged on the Account timeline

Measures of Success:

Work is scheduled for the following week(s)
DSATs are addressed and resolved

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Stage 6: Week 8

PSM

BDM

•Schedule work orders

•Follow up on any DSATs

•Solicit future work

•Review Pro Visits logged by QM

•Monitor Measures of Success

•Review work orders

•Review DSATs

•Review Billing

•Review Pro Visits logged by QM

•Monitor Measures of Success

•Be deployed if there are any DSATS to manage the fix and communicate with customer if needed

	Week 8
Customer Interactions	No scheduled/required touch, contacted if needed
Team Communication/Check-ins	Team Health Check Call to discuss final measures of a ‘Successful’ customer launch (scheduled during pre-onboarding) Review 'Measures of Success' Are pros matched and have they been consistently performing quality work. It not, review pro assignment Client relationship & sentiment BDMs CC’d on all email communications All emails tracked to D365 All calls/communications are logged on the Account timeline
Next Steps	After the call, the BDM will send the team consensus (activate or not) to Kari, Heather, and Candy and include the PSM and SQM. Discussion will be had to determine if Leadership agrees or disagrees with the assessment Email should be tracked to D365 If approved, the BDM would move the opportunity to 'Activate' and it would then be officially in the hands of the PSM If denied, see below Weeks 9-10. PSM to pre-schedule 10 week Final Check

Measures of Success:

Work is scheduled for the following week
DSATs are addressed and resolved
All teams agree the customer is stable

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Stage 6: Weeks 9-10

	Weeks 9-10
Customer Interactions	PSM's to reach out 2-3x/week until contact is made Phone call followed by email in all instances
Team Communication/Check-ins	Final Team Health Check Call at week 10 to again review measures of a ‘Successful’ customer launch Review 'Measures of Success' Client relationship & sentiment BDMs CC’d on all email communications All emails tracked to D365 All calls/communications are logged on the Account timeline
Next Steps	If the client has not responded to emails or calls, the BDM would close out the opportunity and send an email to Kari, Heather, and Candy and include PSM and SQM Tracked to D365 If the client has responded and orders are placed, the BDM would move the opportunity to 'Activate' and send an email to Kari, Heather, and Candy and include PSM and SQM Tracked to D365 QM's have been tasked with services, reporting any feedback to the PSM's who should then log in Stella

Measures of Success:

Work has been scheduled
- QM's have been tasked to review services and help set expectations with Pros and Site Teams
All teams agree the customer is stable & the relationship has been repaired

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STELLA: Knowledge Based Articles

New Customer Onboarding Process [Business Processes]

What is Customer Onboarding?

Pre-Onboard

Onboard

Launch/Stage 6

Stage 6: Week 1

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Stage 6: Week 2

Stage 6: Week 3

Stage 6: Week 4

Stage 6: Weeks 5-7

Stage 6: Week 8

Stage 6: Weeks 9-10

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