Collecting data about a customer’s network is a critical part of the onboarding process. It’s also one of the hardest parts to effectively and efficiently complete!
Like I teach in the Boy Scouts, doing work upfront helps ensure we can “be prepared” for issues WHEN they occur. The more intelligence you have on your customer's network, the better opportunity you have to provide a high-quality service experience.
#1 - Use a tool to collect data
Different Service Providers have different ways to collect a customer's network information. Collabrance developed a Configuration Form to identify and collect data for an onboarding that contains over 300 questions designed to help:
Yes, that’s a lot of questions that take time to gather! Each question is needed for a reason. Use a tool to help organize and easily collect your customer's network data.
#2 - Be prepared before you collect all the data
Typically, about a third of the information you need may not be contained within the network. It can involve names, phone numbers, account numbers and other information that’s possibly spread throughout the organization – so plan accordingly!
Don’t forget that continuous improvement is important in this process. We regularly update our customer-facing questionnaire and Configuration Tool. It’s not about just having a lot of questions, but all the right questions. The more information you can gather upfront can lead to a better onboarding process, and a better customer experience.
Dave Airy is the Team Leader of Service Activation at Collabrance. Dave is responsible for all customer onboarding and off-boarding projects for partners. Dave joined Collabrance in 2012, but has been involved in the Information Technology (IT) management industry for 32 years. He has management experience in sales, support, product development, operations, implementation and training. Dave graduated with from the University of Iowa with a Bachelor of Science in Journalism Mass Communication.