Pleo : Preparing for Customer Onboarding and integration Process

Pleo: Preparing for Customer Onboarding and integration Process

Objectives Introduce customer onboarding and discuss the longer process of customer care Begin to understand the ways in which Pleowill change cultures within the workforce. Plan and provide a timeline for successful and smooth integration of Pleo.

Contents 1) What is Customer Onboarding 2) Why Customer Onboarding 3) PleoPersonas and theirneeds 4) How to createcustomeronboarding the Pleoway (back of house and front of house) 5) IntegratingPleosUSPs 6) PleoOnboardingProcess

What is Customer Onboarding? SettingExpectations for the Customer “Customer Onboarding is a process that starts from the very first welcome email & first run experience, and can span over several months (depending on the product) to keep the customer continue using your SaaS app and receiving value from it” (conversionXL.com)

2) WhyconsiderPleoOnboarding? There are two distinct reasons as to why companies as a whole can be resistant to new software integration: 1. Customers resistant to the understanding of how technology will improve their overall vision and goal 2. Customers are resistant to structural change and power relations. -Therefore taking care of our onboarders is crucial 

WhyconsiderPleoOnboarding? • ALTHOUGH PLEO IS AWESOME! – and we will retain many of our sign ups, • we inevitably will lose customers on the onboarding process too, due to factors out of our hands, inc, product was not right for the company, affordability • However we can change these factors- • Customer doesn’t understand how to use the product • They have a false impression of what the product actually does • Customer isn’t brought into the product quickly or frequently enough • Theydon’t understand the value

Types of Customer Onboarding Front of House KYC/First login Welcome and Educational emails Online tutorial/package Online videos Check up Phone calls Notifications Swag Bags ! and promotional merchandise

Types of Customer Onboarding Back of House User experience/user design User research (broader spectrum and culture) Product testing Product development Building on Personas

Integrating the PleoUSPs THE AHA MOMENT! When does the customer see in the product the following special features. ? Ease of Spending Control of spending Overview of spending. What types of onboarding processes will allow for our AHA moments regarding USP’s (bare in mind these should be clear ASAP)

PleoPersonas and theirneeds As well as overall commitment, differentpleo consumer will have different needs: CEO/CFO The Admin of Pleo -bring their company on board to the product -now has to deliver the cards and set the new budgets: -has to retrieve other shared company cards - install and explain to staff the new process

PleoPersonas and theirneeds Accountant: -must understand that her accountancy responsibilities will be less, due to the new receipt handling culture and dashboard -must learn how to approach the new dashboard, access receipts Onboardingprocesswillbedifficult, perhaps managingreimbursements still for a whiletoo

PleoPersonas and theirNeeds Employee/sales/design/etc -must establish the new way of spending money -must download app -must be motivated to snap receipts. Must continue to use the product

Creating a Pleo Timeline for Success :Example

Creating a Pleo timeline for Customer SuccessQuestions for discussion 1-What caneachmember of the team suggest, as theyconsiderwhatfriction points mightappearregarding the PleoOnboardingProcess? (note, alsocanaddthis to the shareddocument) Eg. As user researcher, a concern is maintainingsimplicity and clear instruction for the user. 2-What ”successtools” doesPleowantto helpprepare for thesesetbacks? 3- what types of onboarding experiences will cater to our personas needs, and at what points should this occur

Pleo : Preparing for Customer Onboarding and integration Process