Post-Implementation Process
Our top priority is ensuring our valued customers successfully adopt our products. To facilitate this, we have developed a comprehensive post-implementation process that includes regular customer check-ins. This process fosters productive communication, alignment, and ongoing success.
Schedule of Check-ins:
- First Three Months: Monthly Check-ins
- Months 4 to 15: Quarterly Check-ins
- After Year 1: Annual Check-ins
Key Focus Areas for Each Check-in:
1. Monthly Check-ins (First Three Months):
- Progress on Goals: Review the initial goals set during the implementation phase and assess progress.
- Product Updates: Provide insights into recent product updates, enhancements, or new features.
- Customer Engagement: Actively engage with customers to address inquiries, provide assistance, and gather feedback.
- Metrics Discussion: Discuss customer-specific metrics, including document review speed, contract processing volume, and user adoption.
2. Quarterly Check-ins - may include Account Manager (Months 4 to 15):
- Progress Evaluation: Evaluate the achievements and challenges faced in the previous quarter.
- Product Roadmap: Share the upcoming roadmap for the SaaS product, offering a glimpse into the future features and enhancements.
- Feedback Loop: Encourage customers to share their feedback, suggestions, and concerns for continuous improvement.
- Deep Dive into Metrics: Analyze the customer-specific metrics and identify areas of improvement or optimization.
3. Annual Check-ins with Account Manager (After Year 1):
- Year in Review: Reflect on the year's journey, celebrating milestones and addressing lessons learned.
- Long-term Strategy: Discuss the long-term strategy for Catalyst products, aligning it with the customer's evolving needs.
- Strategic Insights: Share strategic insights and best practices to maximize the value extracted from the product.
- Metrics Evolution: Analyze how customer-specific metrics have evolved over the year, showcasing growth and trends.
Fostering Productive Communication and Alignment:
Throughout the check-in process, our primary goal is to foster productive communication and alignment between our Onit Catalyst team and our valued customers. We aim to create an environment where open dialogue, sharing of experiences, and collaboration drive mutual success.
By regularly addressing goals, updates, inquiries, and metrics, we ensure that our Onit Catalyst products continually meet and exceed customer expectations.
We understand that questions, comments, or concerns might arise during our check-in meetings. Please know that you're never alone on this journey. Our dedicated team is here to provide timely assistance, guidance, and solutions whenever you need them. Your feedback is invaluable, and we're always just a message away, ready to help before the next scheduled interaction.