Sales On–Boarding Process

Introduction

We would like our future and existing customers to know how our sales and onboarding process works. Therefore we’ve specified what happens in each step. This process involves not only sales and customer success managers, but also technical, service, and project managers. This is because we would like to offer our future and existing customers only the best possible solution. We want our customer to understand the reason behind this.

In order to offer a good solution and ensure the happiness of new and existing customers we need to ensure that different stakeholders are working together efficiently.

onboarding process

Explanation of the Steps

Step Actions Who is involved at VSHN

Lead/Qualification

  • Networking

  • Coldcall

  • First contact with customer - identify the right point of contact within the customer’s organization

  • Sales

Contact

  • Is there an opportunity for us and the customer?

  • Set up meeting

  • Identify scale of possible proposal/project

  • Introduce Customer Success Manager

  • Sales

  • Customer Success Manager

Design solution / Feasibility

  • What are the problems the customer is facing?

  • What’s the customer’s need?

  • How can VSHN solve these problems?

  • Set up meeting / workshop to find the right solution

  • Define timelines on both ends

  • Check with product owner on product roadmap

  • Customer Success Manager

  • Technical person ("pre-sales engineer")

  • Technical Service Manager

Create and send offer

  • Create offer based on the solution identified

  • Review the offer with the technical service manager/engineer

  • Confirm the VSHN timeline with a project manager

  • Send the offer to the customer (offer, SLA, Framework agreement …​)

  • Customer Success Manager

  • Technical Service Manager

  • Project Manager

Define Service Manager

  • In case the project is likely to go ahead or needs further in depth pre-sales consulting or workshops a technical service manager should be defined and introduced to the customer

  • Technical Service Manager

Customer Review

  • Offer has been sent to the customer

  • The customer can check everything

  • Negotiation between customer and VSHN

    • For special deals or contracts, the CSM has to consult the GL.

  • Customer Success Manager

Customer Decision: Won’t or can’t

  • Mark ticket as closed lost

  • Add the reason why

  • Customer Success Manager

Customer Decision: Will do / Setup Customer

  • Inform the service manager that the customer has signed

  • Change prospect to customer in ERP

  • Create Customer In Jira, Control Panel, Wiki page

  • Internal handover with all stakeholders

  • Inform / Introduce customer about roles/responsibility (CSM, SM, TSM and pos. PM)

  • Customer Success Manager

Initialization: Consulting

  • Create the necessary ticket

  • Allocate internal resources (find VSHNeer)

  • Schedule Workshop

  • "Customer Success Manager"

  • Project Manager/Service Manager

Initialization: Standard Service

  • Define requirements with Tech VSHNeer

  • Create Ticket and hand over to tech team

  • Inform about status of ticket

  • Service Manager

Initialization: Project

  • Create Project in Jira

  • Create detailed concept, planning

  • Project Manager to lead project and review rounds with the customer

  • Create Tickets together with engineers

  • Project Manager

Implementation

  • The solution/service gets implemented

  • The project manager works closely with the technical point of contact from the customer´s side and keeps that person informed

  • CSM acts as escalation and feedback point

  • Customer Success Manager

  • Project Manager

  • Technical Service Manager

Project / Service review

  • Evaluate delivery and support

  • Feedback meeting to evaluate the implementation with all stakeholders

  • Customer Success Manager

  • Project Manager

  • Technical Service Manager

Follow up

  • Ensure Ongoing Success for existing customer

  • Customer Success Review meetings

  • Upsells

  • Customer Success Manager