There is nothing simple about running a business and much less a shared workspace. Operators must have control and visibility into every aspect of their operation, from sales and lead management, services and billing, to building a community and delivering positive member experiences. At the same time, you want to bring new members into the space as easily as possible. You don’t have hours to spend onboarding someone, and new members want to get to work quickly.
Read on to discover the value of making the transition from opportunity to customer seamless, both for you and your clients. Here’s a few important things to keep in mind when onboarding new members in your flexible workspace.
Keep everything in one system
You’ve closed the deal and you have a new client – and possibly multiple members – to add to your contact lists, member directory, events board, announcements list, invoicing and billing systems, and so on. Using multiple systems most likely means you are managing various spreadsheets and entering data manually the same number of times as the number of systems you are using.
This creates confusion and potentially duplicate or incorrect entries, which can compromise the integrity of your operation and not to mention waste your valuable time and lead to member frustration.
When a prospect signs a license agreement, save time and money by having an automated, all-in-one solution in place. An automated workflow can convert their status in your system from an opportunity to a member, triggering the complete onboarding process and activating them throughout all your sites and within the member community.
Real-time service activation
Once in your system, your customers should be enabled with access to all services from day one. This includes connectivity, telephones, printing, access to meeting room bookings, as well as member communities and any other services or products that you offer. Many of these services traditionally require a series of administrative tasks or calling on your IT freelancer or team for provisioning.
Imagine adding a new member to your workspace and automatically activating their services based on the plan they selected and license agreement they signed, all in a matter of moments. Provisioning services in a shared workspace and having a bird’s eye view of usage patterns is possible with a few clicks.
The days of calling your outsourced IT contractor to patch a cable or setup a new phone are over. Integrated platforms and on-demand services reduce resources and time spent on mundane administrative tasks that distract you from focusing on what matters – building your member community and growing your business.
Flexibility is king
Signing and onboarding a new customer is great for business, but the sales process – and flexible workspace lifecycle – doesn’t stop there. Members needs are constantly changing and as an operator you need to be flexible and prepared to accommodate license agreement changes, especially at renewal time. You need a system in place where you can make changes in real-time with as few clicks as possible. Speed and efficiency won’t go unnoticed by your members, ultimately creating a positive and seamless member experience.
Having real-time insight into your inventory allows you to respond quicker and more accurately to enquiries. Generating and sending a proposal and license agreement that match their needs with just a few clicks should be standard in your process. Creating and managing your product offering needs to be hassle-free and flexible for prospects and customers alike to view and consume services.
For this reason, workspace management tools that underpin inventory, CRM and communications are crucial. Tracking communications and receiving feedback from your prospect in one place make it easier to adjust license agreements or service packages where needed quickly and easily.
Benefits of automating the onboarding process
- Quick and efficient onboarding leaves a great first impression
- Tailor comms, contracts, licenses and renewal rate cards with ease
- Put members in control with self-service capability
- Members can be productive quicker and provide a seamless experience
- Save time by streamlining and automating multiple processes in one place
Efficient member onboarding is crucial
Onboarding can determine whether or not a new client will stick around for a long time. A happy, satisfied and engaged member yields long term benefits for the operator, including greater retention and higher referrals.
Our top tip is to simplify the onboarding process by automating as much as possible and offering a self-service, seamless experience for your members. Sustaining a flexible workspace and keeping customers happy, largely depends on the ability to tightly integrate each step in the management process. And it doesn’t have to be difficult.
As important as onboarding is, it’s one of many elements of running a flexible workspace business. Read our Complete Guide to Growing Your Flexible Workspace Business here.