Internal consultation with all departments involved during the tender process regarding feasibility and planning.

Check whether the available information and technical specifications are complete and correct to start the process qualitatively.

After the contract is awarded, Sales hands the project over to Customer Success. The Project Manager initiates communication and the project plan and is responsible for the end-to-end execution of the project.

The onboarding specialist starts with the preparation: setting up the systems and accounts, setting up a customer dashboard, communication channel, and shared checklist.

Planhat is used with access for all stakeholders involved to monitor and follow up the onboarding process.

The kick-off meeting is intended to bring all stakeholders together. The necessary steps and documents are reviewed here to ensure successful onboarding. All project-related agreements are made. Expectations, timing, and further fine-tuning of the project plan are discussed.

We also define the project's objectives and KPIs, establish the project scope, and create a detailed schedule. This includes determining the responsibilities of all stakeholders and developing a communications plan.

We ensure that all stakeholders are well informed about their roles and responsibilities so that tasks are completed on time.

Discussion of the risks and any mitigating actions to ensure all actions are completed correctly and on time to ensure the Go-live date

The preparation phase involves collecting and analyzing all necessary data. In a follow-up meeting, we'll explain the migration framework we've built to prepare for the data migration. This framework ensures smooth data transfers between the current system and our platform.

Validation is performed in collaboration with the client to ensure the completeness and accuracy of the data. This phase also includes data cleansing and spot checks to ensure data integrity.

In this phase we work with the customer through the necessary integrations and collect all necessary requirements so that we can subsequently test end-to-end.

The implementation phase is where the actual execution of the project takes place. This includes setting up the environment and integrations and completing the configuration.

Functional Configuration: During this phase, we set up the functional aspects of the environment, such as company information, product structures, rate templates, and communication templates. This requires input from customer representatives with functional knowledge of the products and rates. We use a document with standard questions to review and set up all necessary configurations.

Technical Configuration This phase includes the technical configuration, such as setting up email addresses, measurement data communication and DNS settings.

Integrations We collaborate with IT departments on the necessary integrations. We ensure seamless integration of all technical aspects required for the system to function properly.

Customer Portal Setup: The customer portal will be customized to the customer's look and feel and integrated into the customer environment. Data migration to the portal and customer communication will be handled. We ensure that customers have easy access to their information and that the portal is user-friendly.

The final step is to migrate all data to the environment. All data has been validated with the customer. The data will be transferred to the configured environment.

All this results in a fully functional and configured Zero Friction environment.

The client receives training in the back-office environment with read-only access. This includes familiarization with the platform and finding the necessary data. We ensure that employees are well-trained and familiar with the new system and remain available for any questions.

This training will take place in person.

We offer a combination of live training and materials for customers to use afterward. Our comprehensive and detailed help center features articles and videos that explain every aspect of Zero Friction in detail, allowing customers to continue learning without relying on the onboarding consultant.

The go-live phase marks the official transition to the new environment. This includes final validation, performing a health check, and planning the go-live steps. We ensure that everything is ready for a smooth transition to regular services.

During the operational phase, we monitor the system's performance and provide operational support. This includes troubleshooting any issues, optimizing processes, and providing reports.

After all validation and security checks are completed, the environment is released to the user.

Closing meeting

CSO transfer

Account management