Approach
Agreement
Internal consultation with all relevant departments during the tender process to assess feasibility and planning.
Verification of available information and technical specifications to ensure completeness and accuracy for a high-quality project initiation.
After final contract award, Sales transfers the project 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 begins preparations: setting up systems and accounts, creating a customer dashboard, communication channel, and shared checklist.
Planhat is used, with access granted to all relevant stakeholders, to monitor and follow up on the onboarding process.
Organize
The kick-off meeting is designed to bring all parties involved together. During this session, the necessary steps and documents are reviewed to ensure a successful onboarding process. All project-related agreements are established. Expectations, timelines, and further fine-tuning of the project plan are discussed.
We also define the project’s objectives and KPIs, determine the project scope, and create a detailed schedule. This includes assigning responsibilities to all stakeholders and setting up a communication plan.
We ensure that everyone involved is fully informed about their roles and responsibilities so that all tasks are completed on time.
Additionally, potential risks and corresponding mitigation actions are discussed to ensure that all activities are carried out correctly and on schedule, safeguarding the Go-live date.
Data collection
The preparation phase involves collecting and analysing all the necessary data. In a follow-up meeting, we will present the established migration framework in preparation for the data migration. This framework ensures the smooth handling of data transfers between the current system and our platform.
Validation is carried out together with the customer to ensure the completeness and accuracy of the data. This phase also includes data cleansing and performing spot checks to guarantee data integrity.
During this phase, we work with the customer to review the required integrations and gather all necessary requirements, allowing us to perform end-to-end testing afterwards.
Implementation
The implementation phase is where the actual execution of the project takes place. This includes setting up the environment and integrations, as well as 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 client staff with functional knowledge of the products and rates. We use a document containing standard questions to review and configure all necessary settings.
Technical configuration This phase covers the technical configuration, such as setting up email addresses, metering data communication, and DNS settings.
Integrations We collaborate with IT departments to establish the necessary integrations. We ensure seamless integration of all technical components required for the proper functioning of the system.
Customer portal setup The customer portal is tailored to the client’s look and feel and integrated within the client environment. Data migration to the portal and communication to customers are handled as part of this process. We ensure that customers can easily access their information and that the portal is user-friendly.
The final step is to migrate all data to the environment. All data is validated together with the client before being transferred into the configured environment.
All these steps result in a fully functional and configured Zero Friction environment.
Training
The customer receives training in the back-office environment with read-only access. This includes an introduction to the platform and guidance on how to locate the required data. We ensure that all staff members are well trained, confident in using the new system, and that we remain available for any further questions.
This training will take place in person.
We offer a combination of live training and supporting materials that the customer can continue to use afterwards. Our comprehensive and detailed Help Centre provides articles and videos covering every aspect of Zero Friction in depth, allowing the customer to keep learning independently without relying on the onboarding consultant.
Go-live
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 operations.
During the operational phase, we monitor system performance and provide operational support. This includes resolving any issues, optimising processes, and delivering reports.
Once all validation and security checks have been completed, the environment is released to the user.
Follow-up
Closing meeting
A month after Go-Live (exact timing to be agreed upon), a closing meeting will take place. During this meeting, both parties will discuss feedback regarding the onboarding period, review the current use of Zero Friction, and formally conclude the project.
Contacts going forward: How to use the support tool within Zero Friction, and who to contact for critical questions to ensure business continuity.
BPO handover
After the go-live, a Customer Service Expert from the BPO department will work in the production environment to deliver the service in accordance with the discussed and agreed-upon processes.
Account management
Each year, several operational and strategic meetings will also take place with the Account Manager to discuss the collaboration.