Do you find yourself struggling to keep track of new information that arises during client onboarding and beyond?
If this sounds familiar, it’s a great case for case management software (pun intended) that’s integrated within your onboarding platform.
Client onboarding can be a lengthy, complex process. With clients submitting requests through various channels and departments, it’s challenging to ensure all these requests are recorded, visible and actionable to both the client and the internal team. Each client is unique and will inevitably need some personalization and customization within their onboarding process, which also needs to be tracked. Effective case management smooths the rough patches in B2B client onboarding for a better customer experience.
Here’s how these platforms work and why Setuply offers these features in our onboarding solution.
Why You Need Case Management Software
Working without a case management solution makes onboarding much harder than it needs to be. Here are just a few of the challenges that can arise.
Lack of organization
Client issues, requests, questions, and feedback flood in from various channels, including emails, phone calls, shared documents, and meetings. It can be a complex process with a high risk of losing information through emails and papers. This can create frustration for your team working with pieces of information and trying to fit them together to create a full picture.
Poor communication
A lack of transparency and organization during onboarding inevitably creates communication breakdowns. It’s a case of “you don’t know what you don’t know.” Team members end up operating within information silos because they can’t see what’s happening across the onboarding process.
Incorrect data and analytics
Without a centralized place to manage tickets and cases, obtaining and reporting accurately on onboarding metrics is difficult. It's challenging to gather and collate information such as the number of cases submitted, who handles the most cases, average case length, or the common threads between client complaints. Even when there's data, it can skew based on who reports the information. Access to this data is essential to identify opportunities for onboarding, improvements.
Fortunately, technology exists to fix what’s broken.
How Integrated Case Management Software Solves Client Onboarding Challenges
A digital case management solution that's integrated with a user-friendly onboarding platform makes it easy for clients to submit questions or comments from a variety of channels and have confidence they will be addressed. Here are a few of the biggest benefits.
Full visibility across departments
Client onboarding often requires work from multiple departments. Sometimes one department (such as a member of the development team) needs to step in to handle more technical questions. A case management system makes it easy to bring other team members into the conversation and give them the full context around the issue.
Synchronization with the onboarding team
Sometimes a client shares details during an initial conversation with the sales team or on a call with another team member. Having a designated place to open support tickets ensures any issues that arise are handled during the onboarding support process, providing a smoother transition for the customer.
Improving overall client support
It can be helpful to refer back to previous cases to better understand why an issue occurred and how it was resolved. Having a full history of case management allows your team to provide more efficient, effective support. It also improves accountability for everyone involved in the onboarding process.
Advantages of Setuply's Integrated Case Management System
Setuply's case management features are built into our core platform to help support your team and clients.
AI-Enhanced Efficiency
Setuply’s case management solution has been integrated with AI, allowing your onboarding team to see a summarized report, reducing manual overhead.
Built-in Case Routing and Customizable Workflows
No more manual case routing. Our case management solution efficiently triages and addresses client questions and action items by automatically routing cases between teams for onboarding, support, development, and sales. This cuts down on missed tasks and data entry errors.
Automated Notifications
This technology was purpose-built to enhance team collaboration and ensure instant updates in real-time. Clients and onboarding team members receive notifications when an issue arises or an action is taken so the right individuals can take the next step. This facilitates quicker decision-making and improved responsiveness when everyone is on the same page.
Better Client Relationships
Our platform enhances client satisfaction with proactive communication that integrates real-time feedback at all points of the onboarding process. Clients can ask questions directly within the platform that are visible to other stakeholders so everyone can see what's being asked and answered. This reduces the frustration of having different team members repeatedly for the same information, resulting in more proactive client relationships.
Simplify Client Onboarding and Case Management with Setuply
If your organization needs help managing client requests or issues and a better way to manage onboarding, we can help. Schedule a demo to get a closer look today.