When a sales team member hands off a new client to the implementation team, it’s a pivotal exchange. The sales-to-implementation handoff is what bridges the gap between promises made to clients and the services delivered. Done right, it can be a powerful tool in helping clients realize your solution’s value and be more inclined to stick around.
The sales-to-implementation handoff is rarely as smooth as it should be, though. Sales may not gather all the information the implementation team needs, or the information may get lost in the transition between internal teams because it’s not well-documented. At the same time, there may not be clarity around roles and accountability during the handover process, which can cause more details to be lost in the shuffle.
These mishaps can translate into big losses. After all, 70% of customers have reported that connected processes — including seamless handoffs between departments — are very important in winning their business.
Seeing as what a critical juncture the sales-to-implementation handoff is, it’s important for SaaS providers to make the process as seamless as possible. As highlighted in a recent thought leadership webinar, here are seven ways to get things on the right track.
When a deal is close to closing, sales teams should notify the implementation team. That way, they can prepare the necessary resources and be ready as soon as the new client signs on. Early involvement helps the implementation team become familiar with the client’s needs and expectations, preventing delays down the line.
Gathering as much information about the client in the sales process before finalizing the deal keeps teams aligned from the outset. This prevents the scramble for details later and keeps everyone on the same page.
Platforms like Setuply can automate aspects of this process. Once a deal officially closes, Setuply has the ability to automatically trigger project creation, allowing implementation to get moving faster.
Think of a handoff lead as that bridge between your sales and implementation teams. They’re the ones that will make sure all critical client information — needs, goals, expectations — are transferred in the sales-to-implementation handoff. In doing so, they can prevent information gaps and make sure implementation teams have the insights they need to facilitate smooth implementations.
While connecting the dots between sales and implementation, the handoff lead can also be a point of contact or liaison between the two teams. A salesperson might want to know if any unforeseen customization requests have come up in implementation, while an implementation team member might have questions about the training a client will need once an implementation is complete. Having an assigned handoff lead to answer these questions enhances collaboration and increases alignment without creating more work for sales or implementation.
Sales teams collect a lot of valuable client information leading up to the handoff process. But is it all the information that implementation teams need to effectively do their jobs?
By collaborating on documentation that underpins the sales-to-implementation handoff, SaaS providers can ensure that sales captures the key client details critical to implementation teams and their processes. With deeper insights into a client’s needs and expectations, implementation teams can offer up their technical expertise and make sure what was promised is achievable.
The handoff between sales and implementation is not just about reviewing client data found in the CRM; it’s an opportunity to exchange critical personal insights that might not be formally documented. For instance, what is the client’s preferred communication style? Understanding such nuances helps onboarding better tailor the client experience.
During this meeting, it’s also important to establish a clear timeline and key milestones for the project so next steps are clear for everyone involved.
Sales should formally introduce onboarding teams to the client, either over the phone or through email. This step helps to build trust with the client and set expectations for what comes next.
Before scheduling the kickoff call — which we’ll get into below — it’s best to share an agenda with stakeholders in advance, giving everyone a clear understanding of what will be covered and how to prepare for the conversation.
The kickoff call brings together sales, implementation, and the client. The sales team can reaffirm client needs and expectations; the implementation team can gather valuable context from the client to tailor their onboarding approach and take heed of potential challenges; and the client can leave the call feeling backed by a trusted team that’s aligned with their vision.
As with the success of any meeting, it’s important that this onboarding kickoff call is well structured. Once introductions are made and rapport is established, review the project’s scope and talk through any customization requests, technical integrations, or other client-specific requirements. You’ll also want to run through the project timeline as well as established communication channels for project updates, feedback, and support. Clients should feel encouraged to voice any concerns or questions they have throughout the call.
After the kickoff call, have the implementation team take ownership of consistent weekly multiway communications on the progress of the implementation. These communications should include all the stakeholders involved in the project, including the client. That way, clients can know if they’re contributing to any slowdowns in the implementation process.
Rather than having to schedule weekly calls, a more convenient option is to have these communications come through a user-friendly platform. When clients can view these project updates in a platform that offers real-time visibility into implementation progress, they can easily know where their attention is needed to support the business outcomes they set out to achieve.
With these strategies in place — alongside the use of Setuply’s client onboarding automation platform — SaaS providers can create a seamless experience for clients from the moment they sign on. This includes a seamless transition from onboarding to customer success. Rather than feeling like they’re starting over with a new team, your clients can enjoy a smooth handoff that readies for what’s next and maintains the positive momentum from the onboarding journey. The result: long-term client satisfaction!