LBR Customer Onboarding Improvement Project

Questions to answer:
What points need informational items?
How do we break up the forms
How do we customize intake based on the client type
What streamlining needs to be done internally?
What follow-up actions do we need to create
What pdf’s do the customers need to upload
What pdf’s does the client need created

LBR need to know:

  • Make sure LBR signs up for business premium account as current one has expired
  • Confirm with LBR if they could create videos for
  • Confirm if customer reps have a phone number and what their emails are
  • Confirm what documents should be able to be uploaded by LBR team
  • What pdf’s do the customers need to upload
  • Confirm with LBR that account approval email can be sent to a specific address
  • Confirm with client what other actions can be streamlined besides account approval
  • Confirm with LBR that account approval email can be sent to a specific address

To do list ordered:

Move floral events per year and estimated avg dollars spent to credit app

Credit app:

Change store address to business address

Make sure names and locations is conditional

Move trade references to it’s own form and step and make it the last step

Trade references should still fill into credit application table

On trade reference and credit application completion generate pdf

Need pdf to generate

Review document that customers can complete and see if it can be scanned and uploaded

LBR creditapp.pdf16.5KB

Add personal gaurentee what it is

Confirm business preium account is signed up for

Add what they can expect now that their steps are completed with video

Create it so that each step to review customer informat is tracked in order to improve turn around time, need turn around time in metrics as well

Review interface in order to make sure it’s as easy as possible for carol to use

  • Tracking, monitoring and reporting
  • Add informational items at common area’s of confusion that allow the customers to answer their own questions and continue onboarding rather than having to wait for an LBR team member to respond and answer.
  • Customize the questions based on the type of business a customer has.
  • Automate customer engagement and LBR team follow-up. Create daily task list view to show only leads that LBR team needs to take action on. Ie, call lead, etc.
  • Centralize all customer data into Airtable so that no information is lost and it can be easily sent to other locations.
  • Allow customers to upload pdf documents with their information.
  • Allow LBR team members to to upload mailed in documents.
  • Streamline back and forth to allow for quicker notifications.

Week 1

Deliverables:

  • Work with LBR team to break up the credit application into smaller pieces, the thing that holds customers up the most.

To do:

  • Complete in-depth review of forms and outline:
    • Review forms to determine what questions can be customized based on the customer type, where customers should be able to upload pdfs, and how credit application can be broken up
    • Review where follow-ups should be made, what parts need content for informational items, and when people should show in the daily tasklist
    • Confirm customer type is logged
  • Schedule call with LBR to review outline and:
    • Confirm with client what other actions can be streamlined besides account approval
    • Confirm with LBR that account approval email can be sent to a specific address
    • Make sure LBR signs up for business premium account as current one has expired
    • Confirm if customer reps have a phone number and what their emails are
    • Confirm with LBR if they could create videos for informational items
  • ELI / DESIGNER Add informational items at common area’s of confusion that allow the customers to answer their own questions and continue onboarding rather than having to wait for an LBR team member to respond and answer.
    • Design what an help modal looks like, should be able to exist inside of a step as well as outside and can have 2 styles, alert and subtle, with the following elements:
      • Header
      • Description
      • Button with link
      • Video or image
      • Icon

Week 2:

Deliverables:

  • Integrate SignNow customer signing links to solve the problem holding up many customers of their sign link going to spam.
  • Utilize automated text notifications to reduce important notifications getting stuck in customers spam folder.

Tasks:

  • .5 day MOHIT Allow LBR team members to to upload mailed in documents.
    • Confirm what documents should be able to be uploaded
    • Add attachment fields for documents then add to interface
  • 2 days MOHIT / SOLOMON Change all current forms to be fillout forms and connect to Airtable tables
    • MOHIT Go through portal page and list out all the forms that need to be created
    • MOHIT Create in airtable
    • MOHIT Create in fillout
    • MOHIT Adjust interface to show all form data like personal gaurantee
    • SOLOMON add changed forms to portal and confirm they link to the client properly
  • 1 day ELI Change tax exempt document to use sign now
    • Make sure LBR signs up for business premium account as current one has expired
    • Create a field to store sign now link and add to the LBR interface
    • Add follow-up actions to send SignNow link via text and email
    • Change zap to add signnow link to client’s airtable record and then trigger follow-up actions
  • ELI / DESIGNER Add informational items at common area’s of confusion that allow the customers to answer their own questions and continue onboarding rather than having to wait for an LBR team member to respond and answer.
    • Find a new dev for this

Week 3

Deliverables:

  • Allow customers to request help in the customer onboarding portal rather than having to find their LBR team member’s contact and reach out.

Tasks:

  • 1 day ELI Allow customers to request help in the customer onboarding portal rather than having to find their LBR team member’s contact and reach out.
    • Create follow-up actions that send on get started form fillout letting htem know they can use the phone number and email if they have any questions
    • Change customer rep to contain email and name
    • Confirm if customer reps have a phone number and what their emails are
    • Create follow-up actions that introduce customer rep when account # is created
  • 5 days ELI / NEW DEV Add informational items at common area’s of confusion that allow the customers to answer their own questions and continue onboarding rather than having to wait for an LBR team member to respond and answer.
    • Create airtable table called Information Items with the following fields:
      • Is Active - checkbox
      • Placement - single select
      • Header - single text
      • Description - long text with formatting
      • Link - url
      • Video - url
      • Image - attachemnt
      • Icon - single text
    • Create functionality for informational items in owcp
      • Create a function that pulls all active records from Information Items and formats them to display in the portal then calls the filter to put them in the place they should be
      • Add filters to all onboarding steps and above key areas so that informational items display

Week 4

Deliverables:

  • Informational items added

Tasks:

  • MOHIT Customize the questions based on the type of business a customer has.
    • Make outlined form changes
  • ELI Automate customer engagement and LBR team follow-up. Create daily task list view to show only leads that LBR team needs to take action on. Ie, call lead, etc.
    • Create outlined items in follow-up actions
  • MOHIT Allow customers to upload pdf documents with their information.
    • Add outlined fields as attachments in airtable then add to fillout forms
  • MOHIT Work with LBR team to break up the credit application into smaller pieces, the thing that holds customers up the most.
    • Make outlined changes to credit application

Week 5

Deliverables:

  • Add informational items at common area’s of confusion that allow the customers to answer their own questions and continue onboarding rather than having to wait for an LBR team member to respond and answer.
  • Customize the questions based on the type of business a customer has.
  • Automate customer engagement and LBR team follow-up. Create daily task list view to show only leads that LBR team needs to take action on. Ie, call lead, etc.
  • Centralize all customer data into Airtable so that no information is lost and it can be easily sent to other locations.
  • Allow customers to upload pdf documents with their information.
  • Allow LBR team members to to upload mailed in documents.
  • Streamline back and forth to allow for quicker notifications.

Tasks:

  • ELI Streamline back and forth to allow for quicker notifications.
      • ‣
      IE: Account approval currently works in the following manner:
    1. Confirm with client what other actions can be streamlined besides account approval
    2. Streamline account approval process
      • Confirm with LBR that account approval email can be sent to a specific address
      • Create zap mail parser to receive the account approval email
      • Create zap to store the values in airtable and changes follow-up action
      • Create follow-up actions that send and notify customer to login to portal and review informatoin
  • 2 days ELI Setup tracking and monitoring for the following metrics:
    • Confirm customer type is logged
    • Setup logging of time each action is changed for a customer
    • Create formula’s to calculate the time difference for each core step in onboarding
    • Create reporting interface showing with the ability to group by customer type
      • Time to complete each step in onboarding
      • Time to complete overall onboarding
      • Ease of onboarding
      • Conversion rate

Week 6

Deliverables

  • Tracking, monitoring and reporting

Work done

All Tasks

2 views

All Tasks

Deliverables

Task Detail Due DateHoursStatusPriority
December 30, 2024
3
In Progress
Medium
December 30, 2024
0.5
In Progress
Critical
December 30, 2024
1
In Progress
Medium
December 30, 2024
0.5
In Progress
December 30, 2024
0.5
In Progress
Critical
December 27, 2024
0.75
In Progress
Critical
December 20, 2024
1.5
Completed
Critical
December 20, 2024
0.5
Completed
Critical
December 20, 2024
0.75
Completed
December 19, 2024
2
Completed
Medium
December 19, 2024
1
Completed
High
December 18, 2024
Forgone
Critical
December 18, 2024
2
Completed
Medium
December 18, 2024
2
Completed
Medium
December 18, 2024
2
Completed
Critical
December 18, 2024
0.75
Completed
Critical
December 18, 2024
1
Completed
Critical
December 18, 2024
1
Completed
Critical
December 17, 2024
0.5
Completed
Check-in
December 17, 2024
1
Completed
Critical
December 16, 2024
0.75
Completed
Critical
December 16, 2024
2
Completed
Medium
December 16, 2024
1
Completed
Medium
December 16, 2024
0.5
Completed
Critical
December 16, 2024
1
Completed
Critical
December 16, 2024
2
Completed
Critical
December 16, 2024
1
Completed
Critical
December 16, 2024
1
Needs Documentation
Medium
December 11, 2024
0.5
Completed
December 10, 2024
2
Completed
Critical
December 10, 2024
0.75
Completed
Critical
December 10, 2024
1
Completed
High
December 10, 2024
0.5
Completed
December 10, 2024
0.5
Completed
December 10, 2024
1
Completed
Critical
December 10, 2024
0.25
Completed
Critical
December 6, 2024
1
Completed
December 6, 2024
1
Completed
Critical
December 6, 2024
0.75
Completed
Medium
December 5, 2024
1
Completed
Critical
December 5, 2024
0.5
Completed
Critical
December 3, 2024
0.5
Completed
Critical
December 3, 2024
0.2
Completed
Critical
December 3, 2024
2
Completed
November 30, 2024
0.25
Completed
November 30, 2024
0.5
Completed
November 30, 2024
3
Completed
Critical
November 30, 2024
2
Completed
November 30, 2024
0.75
Completed
Medium
November 30, 2024
3
Completed
Critical
November 27, 2024
1
Completed
Critical
November 26, 2024
1
Completed
High
November 20, 2024
4
Completed
Medium
November 19, 2024
2
Completed
Critical
November 19, 2024
3
Completed
Critical
November 18, 2024
0.5
Completed
Critical
November 18, 2024
0.25
Completed
High
November 17, 2024
4
Completed
Critical
October 6, 2024
3
Completed
High
October 4, 2024
0.5
Completed
October 3, 2024
0.25
Completed
October 1, 2024
0.25
Completed
1
Proposed

Len Busch Rose's Goal: Driving Towards $2.5 Million Revenue Increase

This project is a critical component in LBR's strategy to increase revenue by $2.5 million. By significantly improving the customer onboarding process, we aim to:

  1. Increase conversion rates: Streamlining the onboarding process can lead to more prospects becoming active customers, directly impacting revenue.
  2. Enhance customer retention: A smoother onboarding experience sets the stage for stronger, longer-lasting customer relationships, increasing lifetime value.
  3. Improve operational efficiency: Reducing the time and resources spent on onboarding allows the LBR team to focus on revenue-generating activities.
  4. Enable scalability: An optimized, largely automated onboarding process supports rapid business growth without proportional increases in operational costs.
  5. Boost customer satisfaction: Happy customers are more likely to increase their purchases and recommend LBR to others, driving organic growth.

Current problems with customer onboarding.

  1. Majority of customers (55.3%) say getting started with LBR was not easy. This stems from:
    1. Customer onboarding taking too long, on average 13 days.
    2. Customers struggling to understand application questions and required information. Only 10% of customers currently finish onboarding upon first attempt.
    3. Common customer questions and problems can only be resolved by waiting for a response from an LBR team member. 50% of customers need one-on-one help with one or two issues.
  2. No defined outline of the customer journey to get started with LBR.
  3. Experience lacks personalization outside of LBR team members engaging customers
  4. A customer learns to use the portal and once confirmed as a client has to revert to email onboarding.
  5. No defined KPIs monitored to judge onboarding efficiency and to use to improve over time.

How we’ll solve these problems, improving customers satisfaction and reduce churn.

  1. Majority of customers (55.3%) say getting started with LBR was not easy. This stems from:
    1. Customer onboarding taking too long, on average 13 days.
    2. Customers struggling to understand application questions and required information.
    3. Common customer questions and problems can only be resolved by waiting for a response from an LBR team member.
icon

Goal One.

Simplify the onboarding process, create intuitive intake, and reduce the time to get started.

84% of companies working to improve customer experience saw an increase in revenue. (Source)

If the digital onboarding process takes longer than 20 minutes, 70% of customers completely abandoned their attempt to open an account. (Visa)

  1. No defined customer journey for getting started with LBR.
icon

Goal Two.

Introduce a customer journey map with processes to update and manage on-going.

Companies using customer journey maps report a 15-20% decrease in service costs

  1. Experience lacks personalization outside of LBR team members engaging customers
icon

Goal Three.

Personalize the onboarding experience.

90% of consumers are willing to spend more with companies that personalize the customer service experience

  1. A customer learns to use the portal and once confirmed as a client has to revert to email onboarding.
icon

Goal Four.

Integrate customer setup into the portal

86% of customers say that they would be more likely to stay loyal to a business if they knew that they would have access to educational and welcoming onboarding content post-sale. (Source)

  1. No defined KPIs monitored to judge onboarding efficiency
icon

Goal Five.

Establish and monitor KPIs for continuous improvement.

Data-driven professionals will be 5 times more likely to retain loyal customers. What does this mean, if they know theyre KPIs then they are more likely to retain customers? Maybe use a stat that mentions the importance of measurable success (having KPIs) vs nonmeasurebale success

Work required to achieve the outlined goals.

  1. Majority of customers (55.3%) say getting started with LBR was not easy.
icon

Goal One.

Simplify the onboarding process, create intuitive intake, and reduce the time to get started.

84% of companies working to improve customer experience saw an increase in revenue. (Source)

Work required:

  • Work with LBR team to break up the credit application into smaller pieces, the thing that holds customers up the most.
  • Add informational items at common area’s of confusion that allow the customers to answer their own questions and continue onboarding rather than having to wait for an LBR team member to respond and answer.
  • Integrate SignNow customer signing links to solve the problem holding up many customers of their sign link going to spam.
  • Customize the questions based on the type of business a customer has.
  • Allow customers to request help in the customer onboarding portal rather than having to find their LBR team member’s contact and reach out.
  • Automate customer engagement and LBR team follow-up. Create daily task list view to show only leads that LBR team needs to take action on. Ie, call lead, etc.
  • Utilize automated text notifications to reduce important notifications getting stuck in customers spam folder.
  • Centralize all customer data into Airtable so that no information is lost and it can be easily sent to other locations.
  • Allow customers to upload pdf documents with their information.
  • Allow LBR team members to to upload mailed in documents.
  • Streamline back and forth to allow for quicker notifications.

      • IE: Account approval currently works in the following manner:

    1. If an account is approved notification is sent via email to LBR dispatch, Jason Honzl, Jason Lenz and Ray with the account number and customer maintenance detail
    2. Ray notifies Dee
    3. Dee adds to airtable
    4. Dee notifies customer

      5. Optimized account approval process:

    5. LBR Dispatch email is automatically parsed and data to automatically added to airtable
    6. automated notifications are sent out to customer notifying them
    7. customer logs into portal to see relevant information

Estimated time to complete:

  • 45 - 65 hours
  1. No defined customer journey for getting started with LBR.
icon

Goal Two.

Introduce a customer journey map with processes to update and manage on-going.

Companies using customer journey maps report a 15-20% decrease in service costs

Work required:

  • Use the customer onboarding steps Dee sent to create a visual representation of the customer onboarding sequence.
  • Separate steps based on segmented customer to visualize areas where onboarding can be personalized to the customer.
  • Create process for all team members so that future updates to customer onboarding are documented in the customer journey map.

Estimated time to complete:

  • 10 - 20 hours
  1. Experience lacks personalization outside of LBR team members engaging customers
icon

Goal Three.

Personalize the onboarding experience.

90% of consumers are willing to spend more with companies that personalize the customer service experience.

Work required

  • Introduce BD rep in the portal.
  • Customize questions based on the customer type.
  • Add more personal information to areas in the portal.
  • (optional) Help record onboarding videos to introduce at each step.

    • 69% of customers feel that more video content in a user/customer onboarding process would be an improvement in terms of onboarding strategies. (Source)

Estimated time to complete:

  • 10 - 15 hours (includes video help)
  1. A customer learns to use the portal and once confirmed as a client has to revert to email onboarding.
icon

Goal Four.

Integrate customer setup into the portal

86% of customers say that they would be more likely to stay loyal to a business if they knew that they would have access to educational and welcoming onboarding content post-sale. (Source)

Estimated time to complete:

  • N/A, need process breakdown from LBR team.
  1. No defined KPIs monitored to judge onboarding efficiency
icon

Goal Five.

Establish and monitor KPIs for continuous improvement.

Data-driven professionals will be 5 times more likely to retain loyal customers.

Work required:

  • Setup tracking and monitoring for the following metrics:
    • Time to complete each step in onboarding
    • Time to complete overall onboarding
    • Ease of onboarding
    • Conversion rate
  • Add-on the above metrics to the reporting dashboard with the ability to breakdown by customer segment

Estimated time to complete:

  • 10 hours

Let’s get started.

icon

We recommend starting a monthly retainer again with OWC for 30 hours of work a month with a three month minimum.

Within those first three months we will complete goal one, two and five:

  • Simplify the onboarding process, create intuitive intake, and reduce the time to get started.
  • Introduce a customer journey map with processes to update and manage on-going.
  • Establish and monitor KPIs for continuous improvement.

At the end of the three months we will re-assess the work done and decide whether to continue work on goals three and four or any new items that have come up since then.

Client
LBRLBR
Summary

Scope what could be done with an increased retainer allowing for 20-30 hours of work

Category
Operations
Assigned To
Eli Weldon
Status
In Progress
Start & Finish Date
November 18, 2024 → January 10, 2025
Priority Factors
Products
Phase
Deliverables Due
Hours
0
DU Deliverables
DU Date
Scale
Created by
Eli Weldon
Next Deliverable Date
Update

Goal for this week is to have the portal complety updated with new forms, help items created and interface updates made for the team to use

Update Time
December 6, 2024 7:49 PM (PST)