The sales team must meet targets, which means closures come sooner than the onboarding team would like. One of the challenges in onboarding clients is their readiness to provide technical integration points. It could halt and cause delays in getting to the time-to-first-value for customers.
In this conversation, members of the Preflight community discuss what can be done to avoid the substantial downstream impact of a handoff with inadequate information to the onboarding team. Preflighters discuss how situations like these have been dealt with and what will help the onboarding team plan a seamless integration.
A system maturity survey before customer onboarding would be one way to handle it.
I think it helps to have a readiness checklist for a set of standard packages of “solutions” per vertical. Here are some examples:
(i) E-commerce Basics - have a list of use cases covered and what org, content, and API preparedness is required
(ii) E-commerce Advanced - have a list of use cases covered and what API preparedness is required
(iii) Telco Basics - starter use cases and what APIs are needed etc.
Start with the generic package that is most suited for them and assess their preparedness. That could be the minimum viable and minimally dependent win!
Often the buyer of your solution may not be able to prioritize the time of the engineering resources in their organization. It helps to ensure they have buy-in and secure resources from engineering before they start, e.g., X hrs per week for the next four weeks of engineering time. Doing this before the kickoff will let the organization agree on prioritizing this initiative.
The onboarding team is responsible for ensuring that the sales handoff does not cause any bottlenecks at a later point in the customer journey. With these simple tips and preventive measures, onboarding teams can ensure smooth handoffs and contribute to customer delight.
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