Customer welcome & customer onboarding are very important to companies. Know more about key tasks and their positive effects.

1. Why companies should invest
more in customer welcome and
customer onboarding?
Tasks and effects

2. Onboarding Issues
Remember the days when you had door to door sales teams selling credit cards. The direct sales agencies
would get anything upwards of INR 500 just to sign up the customer. Add to it the new customer sign up
processing cost and you are already at INR 1000 plus for a regular credit card relationship.
No wonder that when you walk into your bank, your relationship manager is eager to sell you every other
product that the bank can offer. This is to keep their customer acquisition cost low.
What happens when the customer does sign up ? Quite often the same bank or credit card company will
move into a highly impersonal mode of communication. The same customer who was wooed is made to
hang on to the phone for time on end to get to the right person in the bank to resolve any basic queries and
issues.
One way for companies to reduce pressure on their customer service and branch service teams is to take a
pro-active approach and have a structured customer onboarding process.

3. Tasks for the onboarding unit
1. Connect with all new customers using phone, email and inbound web chat
2. Take the customer through the key features, frequently asked questions, key benefits and welcome
the customer into the brands family
3. Get them assistance to download the company mobile application, if any
4. Resolve any issues upfront
5. Provide contact information for the customer to reach the company in future

4. Positive effects
1. Perception of company as a consumer friendly organisation
2. Lower cost of customer service relating to basic queries
3. Potentially higher offtake of automated customer service tools e.g. customer service app
4. Better utilisation of features and services
5. Higher long term loyalty

5. Thank You!
While many of the above may not be thoroughly tested by the company, having a customer onboarding
process can also help the company test the effectiveness of their initiatives in this area.
To create and manage an effective customer onboarding program for your customers, you can use the
services of companies like Kankei.
To know more about this service please write to info@kankei.com
Visit www.kankei.com for resources

6. Thank You!
While many of the above may not be thoroughly tested by the company, having a customer onboarding
process can also help the company test the effectiveness of their initiatives in this area.
To create and manage an effective customer onboarding program for your customers, you can use the
services of companies like Kankei.
To know more about this service please write to info@kankei.com
Visit www.kankei.com for resources