Automate The Client Onboarding Process in Professional Services

Client onboarding is one of the most critical stages in any professional services engagement. It’s where first impressions are made, expectations are set, and the foundation for a long-term relationship is established.

However, for many companies, the onboarding process can be frustrating, as it often involves juggling multiple tasks, gathering information from various sources, and managing tight deadlines.

The good news is that automation can significantly streamline the client onboarding process, making it more efficient, consistent, and enjoyable for you and your clients.

In this blog, we’ll explore how to automate the client onboarding process in professional services, diving into specific areas where automation can make a real difference.

The challenges of manual client onboarding

Manual client onboarding is often fraught with inefficiencies that can hinder the overall client experience, which can lead to client dissatisfaction. This section delves into why client onboarding is so vital and explores the challenges that businesses face when relying on traditional methods.

Common pain points in manual onboarding

Going manual in any task, even driving, is never the easiest experience. Well, perhaps sweeter when driving but not when onboarding clients. So, what kind of challenges rear their heads in manual onboarding?

Time-consuming and resource-intensive processes: Setting up an onboarding plan, scheduling tasks, gathering data, and ensuring everything is in order can take hours, if not days. And that’s just the beginning. Manual onboarding is often a time-intensive endeavor that can strain resources and slow down your team’s productivity.
Risk of errors and inconsistencies: With so many moving parts, it’s easy for something to slip through the cracks. A missed step, incorrect data entry, or miscommunication can lead to delays, misunderstandings, and a poor client experience. In fact, according to a study conducted by the Journal of Accountancy, human error rates in manual data entry can range from 1% to 5%, depending on factors such as the complexity of the data and the experience of the data entry personnel.
Challenges in managing client expectations and communication: Keeping clients informed and aligned with the onboarding process can be a challenge. Without a clear, consistent communication strategy, clients may feel out of the loop or uncertain about what to expect, which can lead to frustration and a rocky start to the relationship.

Why is it necessary to automate the client onboarding?

Enter automation and these challenges fly out the window. You see by automating repetitive tasks, streamlining communication, and ensuring consistency across the onboarding process, you can reduce the burden on your team and provide a smoother, more reliable experience for your clients.

But how exactly can automation help? Let’s dive into the specific areas where automation can make a significant impact.

Key areas to automate in client onboarding

Automation offers a solution to many of the challenges associated with manual client onboarding by streamlining repetitive tasks and ensuring consistency across the board.

However, not all areas of the onboarding process are equally suited for automation. Identifying the key areas that can benefit most from automation is crucial to maximizing efficiency and improving the client experience.

Creating an onboarding project plan by re-using a template

One of the most time-consuming tasks in client onboarding is setting up the initial project plan. Every client is unique, but that doesn’t mean you have to start from scratch each time.

In a survey of project managers, 83% said that using templates significantly improved their team’s efficiency and reduced errors during the project planning phase.

Automating the creation of your onboarding project plan using a template can save you a considerable amount of time. Furthermore, it will ensure all the necessary steps are covered.

You can create a standardized onboarding project plan template that includes all the key tasks, milestones, and deadlines required for a successful onboarding process. When a new client comes on board, you simply duplicate the template, customize it as needed, and you’re ready to go. This approach ensures that every client follows a consistent onboarding process, while still allowing for customization based on their specific needs.

Quickly re-scheduling tasks using dependencies

Even with the best-laid plans, projects rarely go exactly as scheduled. Tasks may take longer than expected, new priorities may arise, or client feedback may require adjustments. This is where task dependencies come into play.

Automation tools allow you to set dependencies between tasks, so when one task is delayed or rescheduled, all related tasks are automatically adjusted to reflect the change.

For example, if a client’s data intake takes longer than expected, the start date for the next step in the onboarding process can be automatically pushed back, ensuring that the project timeline remains realistic and achievable.

Explore Birdview PSA Gantt chart

Choosing the right team for onboarding based on workload and capacity

It’s often said your team is as strong as the weakest member. The truth is not far from this, especially when onboarding clients to ensure success. This is where resource allocation becomes crucial.

Considering factors like availability, skill set, and experience, resource allocation tools, such as Birdview PSA ensure that the right people are assigned to the right tasks. This not only helps to optimize resource allocation but also prevents burnout and ensures that clients receive the best possible service.

Automating client interaction and data management

Effective client interaction and data management are cornerstones of a successful onboarding process. However, handling these aspects manually can be labor-intensive and prone to errors. Automation can transform how businesses interact with clients and manage their data.

Doing intake of customer’s data using custom forms

We live in an age of technology and data is the driver. It’s no wonder the common phrase used in the tech world is that data is king.

Collecting client information is a critical part of the onboarding process, but it can also be one of the most tedious. Manually gathering and entering data is not only time-consuming but also prone to errors. Automating this process with custom forms can save time and ensure accuracy.

Capturing change requests from clients using a client portal

The only constant is change. And in a dynamic project management environment, changes are commonplace. Managing these changes manually can be challenging, leading to miscommunication or delays. Automating this process with a client portal can make it much more manageable.

A client portal allows clients to submit change requests directly through an online platform. These requests are then automatically logged, prioritized, and assigned to the appropriate team member. The client can track the status of their request in real time, reducing the need for back-and-forth communication. Here’s how you’ll benefit when you introduce a client portal.

Improved Communication: Clients can easily submit and track their requests, leading to fewer misunderstandings.
Streamlined Workflow: Change requests are automatically logged and assigned, reducing administrative overhead.
Transparency: Clients have full visibility into the status of their requests, enhancing trust and satisfaction.

Sharing the project plan with the client using share project snapshot feature

As the phrase states, a project snapshot is simply an image of the ongoing task or project at a certain time. When dealing with a team, transparency is key in building trust with clients during the onboarding process.

Using a “Share Project Snapshot” feature allows you to automate the sharing of the project plan with your clients. This allows them to see the progress in real time, set expectations, and reduce the number of update requests. Automating this step ensures that clients are always informed, without requiring your team to manually send updates.

Enhancing client feedback and continuous improvement

Client feedback is essential for refining the onboarding process and ensuring that it meets the evolving needs of your clients. Read on as we explore the benefits of automating client feedback collection and how it can drive continuous improvement in your onboarding processes, leading to better client satisfaction and loyalty.

Automatically sending nps/csat surveys to clients at specific times

Gathering client feedback is essential for improving your onboarding process and overall service quality. However, manually sending out surveys and tracking responses can be cumbersome. Automating this process ensures that feedback is consistently collected and analyzed.

Automation tools can schedule NPS (Net Promoter Score) and CSAT (Customer Satisfaction) surveys to be sent to clients at specific intervals, such as after key milestones or at the end of the onboarding process. The responses are automatically collected and analyzed, providing valuable insights into client satisfaction.

Benefits of automating the client onboarding process

The shift from manual to automated client onboarding brings a multitude of benefits that can significantly enhance your business operations. Let’s dive into some of them.

Increased efficiency and reduced manual work

According to the Harvard Business Review, more than 90% of workers recently surveyed said automation solutions increased their productivity. The biggest advantage of automating the client onboarding process is streamlining repetitive tasks. As such, the team is free to focus on more strategic activities. This then translates to faster delivery and greater precision.

Therefore, this not only boosts productivity but also reduces the risk of burnout, as team members can dedicate more time to value-added work rather than administrative duties.

Consistency and standardization

One of the most significant benefits of automation is the consistency it brings to the onboarding process. By standardizing key tasks and workflows, you ensure that every client receives the same high-quality experience. This consistency not only improves client satisfaction but also makes it easier to identify and address any issues that arise during the onboarding process.

Improved client experience and satisfaction

At the end of the day, the goal of automating the client onboarding process is to enhance the client experience. By providing a smooth, efficient, and transparent onboarding process, you set the stage for a successful long-term relationship.

Clients appreciate the professionalism and attention to detail that automation enables, leading to higher satisfaction levels and increased loyalty. According to a report by Ever After, 69% of companies believe that the success of customer onboarding impacts retention.

Enhanced data security and compliance

In industries where client data security and regulatory compliance are paramount (everywhere in this technology era), automation can help ensure that your onboarding process meets the necessary standards.

Automated systems can enforce security protocols, such as data encryption and access controls, reducing the risk of data breaches. Additionally, automation can help ensure that your onboarding process complies with relevant regulations by standardizing data collection, storage, and handling procedures.

This not only protects your clients’ sensitive information but also reduces the risk of costly compliance violations.

Faster time-to-value for clients

Clients want to see results quickly, and a lengthy onboarding process can delay their ability to benefit from your services. Automation speeds up the onboarding process by reducing the time required to complete each step, allowing clients to start realizing value from your services sooner. This quicker time-to-value enhances client satisfaction and sets the stage for a strong, positive relationship from the outset.

Improved collaboration and communication

Automation can improve collaboration and communication both within your team and with your clients. Automated tools can ensure that all team members have access to the latest information, reducing the chances of miscommunication or duplicated efforts. For clients, automation can provide real-time updates and easy access to project information, fostering a sense of transparency and trust. This enhanced communication leads to better alignment between your team and your clients, ensuring that everyone is on the same page throughout the onboarding process.

In 2022, Slack found that teams utilizing their platform reported a 25% improvement in collaboration and a 32% reduction in email volume, illustrating the power of effective communication tools.

Conclusion

Automating the client onboarding process in professional services is not just a trend–it’s a necessity.

With Birdview PSA, you can simplify project management, resource planning, team assignments, data capture, change requests, updates, and feedback, turning a complex process into an efficient, client-friendly experience.

Incorporating these automation strategies into your onboarding process will not only save time and resources but also enhance the overall client experience, leading to stronger, more successful client relationships.

How to automate the client onboarding process in professional services