What Makes a Successful Client Onboarding Process?
For Prolog Fulfilment the onboarding process is an important marker at the beginning of a new relationship with our clients. Both parties want the partnership to work, leading to long-term growth, and the client onboarding process is where we create the transition plan that will form the foundation for success. It’s also the period during which we get to know each other.
Our detailed onboarding process is all about recognising the unique requirements that each new client brings to the table. Whilst the basics will always be ‘product meets fulfilment infrastructure’, Prolog recognises that the ways in which the two components interact are infinitely different. Personalisation is the number one driver for customer engagement – and it’s one of the key discussions that take place during onboarding.
An Overview of Prolog’s Client Onboarding Process
The onboarding process we go through with new clients has been built over years. It is based on our success stories (many of our clients have been with us for over a decade), and on the feedback that we get from brands who experience it. It’s made up of 4 stages:
1. Initial Meeting With Onboarding Team
This happens once a client has made their decision to work with Prolog. At the start of the onboarding process a dedicated account manager is appointed who will be their daily point of contact during their planning, going live, and review period. At this initial meeting a project plan is agreed, which will include:
- A deadline for ‘going live’.
- Expectations and deliverables (storage, inventory, IT, value-adds, personalisation).
- Testing period set.
- Post start date reviews scheduled.
2. Implementation of Project Plan
Our project plan is a detailed ‘scope and requirements’ document which determines the successful onboarding process. It creates a realistic timeline, helps to avoid potential issues, and keeps everyone involved in the onboarding on track.
During this period clients get to meet all the specialist teams that contribute to our fulfilment infrastructure. You’ll discuss, in detail, how your inventory is received, stored, picked and packed, shipped and tracked. This is where personalisation becomes baked in to your fulfilment process.
3. End-to-End User Testing
The client sends through orders so that we can test run the life cycle of the fulfilment process. This is followed up with a detailed review. Any changes or tweaks are communicated by the Account Manager, and we’ll continue testing until our client is completely happy with the outcomes at every stage.
4. Going Live and Reviews
The onboarding process continues beyond ‘going live’. Up until this point, the conversation is focused on ‘now’, as it must be in order for a smooth transition. Once that transition has been made, we can focus on the future and the kind of ongoing support Prolog can offer as a 3PL partner. For us ‘going live’ is just the start of the process, the exciting work of ongoing growth begins once trust is established, and the relationship can progress.
“Thank you again for all the work you guys did on this. It was a massive task so really appreciate everything you did. Please also pass on our thanks to Nick and Stan and the rest of the team.”
Prolog Personnel Are Natural Communicators
At Prolog, no-one takes communication for granted. We believe in talking to our clients regularly and developing a habit on ongoing communication. It’s a habit that is central to the way we work, and to the ongoing success we are able to offer our clients. We work across arrange of media, but regular face-to-face calls, or phone calls, remain the foundation stone to all our relationships.
We Take Client Onboarding Seriously
We get to know our clients during the period of onboarding, and they get to know us. It can be a creative period in which new possibilities emerge for both parties. It is always fascinating for us to find out about our clients’ businesses and experience the passion which drives them.
If you are at the point where you’re looking for a 3PL partner who is willing to invest in a long-term relationship with your brand, we’d love to talk. Prolog has an established fulfilment centre, located at the heart of the UK, with flexible warehousing and a trained, highly motivated workforce.
Prolog doesn’t just offer the basics; at every stage of the fulfilment process, we provide a personalised service, tailored to your brand. We’re designed to deliver great service to you and your customers.