Sandwire Customer Onboarding
Customer Experience | Documentation | Templates
May 2024
OBJECTIVE:
Sandwire is a B2B managed IT services company that provides technology solutions to small businesses. These can range from internet networks to backups to ransomware and hacking protection. Even though the team was small, they wanted to improve their client onboarding process so it wouldn't undermine their team's skills.
PROCESS:
Like many resource-strapped small businesses, Sandwire's information gathering process during customer onboarding was an imperfect process. They're trying to assemble a lot of technical information, often from non-technical people, and that can cause miscommunication and headaches. In early 2024, Sandwire identified that they wanted to start off on a better foot and give customers the confidence that they were partnering with a well-oiled machine.
Traditionally, new customers would be handed off from sales to the project implementation team. The project team gathers information and works to implement the different solutions that the client has purchased. Between phone calls, emails, and conversations with different folks, that information wasn't always being collected in a way that prioritized the client experience.
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