Quick Wins
4th July 2024
8 min read
Stu Mason
Automating Customer Onboarding Without Breaking What Works
How to automate onboarding for new clients without losing the personal touch or breaking your existing process.
Stu Mason
Automation expert • Sony, Paddle, Pfizer • 15 years experience • AWS certified
Onboarding is where first impressions are made. Here's how to automate the admin without losing the human touch.
What to Automate
- Document collection and e-signatures
- Welcome emails and intro calls
- Internal task creation and reminders
What to Keep Human
- Personalized welcome messages
- Kickoff calls
- Relationship building
Case Example: Scale-up Onboarding
One scale-up automated 80% of onboarding admin, saving 6 hours/week and improving NPS by 15 points.
Insider Insight
Automate the admin, not the relationship. Clients notice the difference.
Pitfalls
- Over-automating and losing the personal touch
- Not mapping the full onboarding journey
Visuals
- Onboarding Automation Flowchart
- Before/After Admin Time Chart
- Client NPS Improvement Graph
Conclusion
Great onboarding is a blend of automation and human connection. Get the admin out of the way so you can focus on clients.
Want to automate onboarding?
Book a free onboarding automation review with ArcTether.
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