Customer Onboarding and Implementation Plan

Modern CS teams think of this as a project management tool for their Implementation team to gain visibility, accountability, and repeatability.

This template is a Mutual Action Plan specializing in the onboarding and implementation processes and serves as a next generation Customer Onboarding Checklist, while being able to include any materials and resources that are needed.

A Customer Onboarding and Implementation template is a personalized plan with information, resources, and next steps to get your new customers up and running as soon as possible. It helps build confidence and a strong relationship between your success team and customers.

Customer Success teams want to provide the best experience, so they are often thinking the following:

1. How do we make the experience the same time and time again?
2. How do we make sure nothing falls through the cracks?
3. How do we make sure our sales partner knows exactly where everything stands? And they are not calling us all the time and are upset because we haven't sent them an email today.
4. If someone calls out unexpectedly, how does somebody else on the team pick up where they left off to make sure that the project keeps moving forward?

Recapped makes it easy for Customer Success teams to know where their clients are in the onboarding process. Through mutual action plans, they'll be able to ensure nothing falls through the cracks and get everyone on the same page while building a repeatable process for the success of all new clients.

This template is perfect for you if you’re having trouble with standardizing your onboarding process.
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Who this template is for:

1. CS Leaders that want to gain visibility, improve engagement and accountability, and create a standardized onboarding process that’s repeatable so that all stakeholders can expect the same frictionless implementation experience time and time again.
2. Account Managers, Onboarding and Implementation specialists, and reps that want to consolidate everything in one place, improve time to value, and provide a better experience for their new customers.

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Quick peek in Recapped:

All steps are completely customizable and flexible to you and your customer's needs.

This is an example of how to assign next steps within Recapped.

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💡 People often think that a Mutual Action Plan is only useful for getting a deal done. However, MAPs can also be helpful after the sale to help new customers get started and use the product or services.

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Benefits of this template:

1. Sync bi-directionally with Salesforce or HubSpot
   ‍Create client-facing Mutual Action Plans in seconds, and instantly sync them to your CRM. Recapped automatically syncs all Account and Opportunity fields bi-directionally in real-time.
   ‍Track your progression of key events through critical fields and tasks with bi-directional updates.‍
2. Standardize your onboarding and implementation process
   ‍Arm your reps with a repeatable process for every onboarding.
3. Consolidation of all the necessary resources
   This Recapped workspace will be your new customer’s single space for everything they need to implement your product/services.Upload your tutorial guides and videos, best practices, and more useful tips.You can even request your clients to upload any necessary documents.‍
4. Increase user adoption and engagement with new customers
   ‍Monitor client engagement through Recapped to see how much they are interacting with your material and where they are in the process.Set regular check-ins to ensure adoption for new customers.
5. Speed up Go-To-Market cycles/go live timelines
   ‍Set clear next steps to align your customers and their goals to realize the full value of your solution.
   ‍Track your progression of key events through critical fields and tasks with bi-directional updates.‍
6. Allows for a quick view of the implementation pipeline
   Managers and reps can see all active onboarding and implementations within everyone’s dashboard.

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What's in this template:

1. Business Objectives and Success Criteria to align stakeholders
2. Next steps to set a clear timeline of necessary steps, including implementation, strategic meetings, and post-onboarding check-ins
3. Resources, marketing content, case studies, and other materials your new customers need
4. Internal Notes to help you manage handoff notes from your sales team
5. CRM Sync to bi-directionally sync with Salesforce or HubSpot

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How to use this template?

• Update client stakeholders, handoff notes, and additional information
• Customize next steps specific to your process
• Upload useful resources
• Share internally and externally with clients

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“A tool for working with our clients, not at them.”