A successful onboarding is crucial in gaining the trust and the confidence of your new client. At Prialto, we keep the following principles in mind when introducing a new client to our services.

1. Three
Principles
for Successful
Client Onboarding
PRESENTS

2. The Process of Client Onboarding
Making this process successful is crucial to any service
company. It is the mechanism that instills confidence in your
offering.
Getting this right - especially when your service is offered
remotely through a globally distributed team - is even more
important and difficult.
At Prialto, we’ve kept the following principles in mind while
structuring our onboarding process.

3. The Three Principles:
1. Make the new customer glad to have signed on with you.
1. Create a detailed, personal, and professional context
around which to collaborate.
1. Begin taking steps to ensure continuity.

4. 1. Make the new
customer glad to
have signed on
with you.
New clients may be hesitant or
fearful. They worry that they will
need to provide a lot of heavy
personal management time in order
to make our service work.
To combat this, we show them the
amount of management support we
will provide on their behalf. We put
the entire support team and their
manager on the onboarding call,
which puts the client at ease and
allows them to understand how
each of the roles work together.

5. 2. Create a detailed,
personal, and
professional context
around which to
collaborate.
Studies show that when meetings begin with
a bit of personal sharing, they are more
productive than the meetings kept to “just
business.”
We begin our onboarding calls by introducing
the employees that make up the team. We
outline their roles in helping the client and
then ask the client to tell us about both their
personal and professional life.
This allows us to understand the
professional life described, the personal
world it takes place in, and the connections
between the two.

6. 3. Begin taking steps
to ensure continuity.
New clients may be attracted to the
firm because of one particular
partner, employee, or executive.
However, the hope should be that
the service is not dependent on one
or two people.
Building a continuity of service
starts with the onboarding call. The
call should never be with one
person; it should always include the
broader support team.

7. The Onboarding Bridge
The provider of the service must convince the buyer that the dip in
productivity - often associated with adopting a new service - will be
minimal. Simultaneously, the buyer must convince the provider that they
are capable of riding out the productivity dip.

8. In short, a good
client onboarding
process will
accomplish the
following:
● Help the new customer slow
down, in a time-efficient way, in
order to get started.
● Help overcome the business
and social context gap between
the service provider and the
service buyer.
● Begin the process of ensuring
continuity for both the firm and
the customer.

9. Learn more about us at www.prialto.com.