Client enrollment & onboarding

Problem

Before I started as documentation manager, client onboarding could take up to a month to complete.

Background

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Challenges

Some of this was due to a bloated training process, but much of it can be attributed to the fact that departments were manually handling each new client, often asking for the same information they had already given another department.

Objective

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Improvements

Although the GO!Pak was a significant customer experience (CX) improvement over the previous multi-team implementation process, some new inefficiencies needed fine-tuning.

Separate instructions from forms

While we were so focused on whether we gave the customer sufficient documentation to explain what to do, we neglected to consider whether reading documentation was the best mode of communication in the first place. Coinciding with our department's evolution from Documentation to Media, we started converting our instructions to video. This allowed the GO!Pak's paper forms to stand alone without instructions adding to clutter and confusion.

Involving each department as on-screen talent gave them the opportunity to SME review our scripts.

Handoff

Once we had a branded look and tone in place for onboarding, I decided to strike while the iron was hot. The next logical iteration was to bring our print-based training course into the digital age as well.

Using the "playlist" infrastructure and newly-refined production processes, we set to work on writing host scripts and segmenting the training syllabus into crib notes for a voice-talent trainer. Taking an incremental, agile approach, these training blocks and video series were entered into the LMS as they were completed.

The Building Blocks video marks the new client transition from onboarding to training.