Pro tip: Our client onboarding checklist was missing a handoff step for 8 months

I caught it when a new hire asked why nobody told the support team about a signed contract until day 14. We lost 3 follow up tasks a week because there was no trigger to transfer the file. Anybody else's onboarding process get stuck between sales and service?

2 comments

2 Comments

sage5217d ago

Our warehouse used a dry erase board for order tracking until a client complained about the wrong invoice.

the_derek17d ago

Oh man, @sage52 hit it on the head with that dry erase board story. We had the same problem but with a shared Google Doc for client handoffs. Sales would update it, support never checked it. Lost a $12k upsell because nobody told the account manager the client was even onboarded. Took a client complaint about being ignored for 3 weeks to fix it. Now we have a mandatory Slack notification that fires the second a contract gets signed. Still find gaps sometimes though - last month the billing team didn't get the pricing sheet for 2 days.

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