2. Steps of selling in Conversion stage
Conversion Implementation Post Settlement
Care
Customer
Onboarding
Fact Finding Solution
3. What is Customer Onboarding
Customer onboarding is a set of activities when a lead or an enquiry is received.
A good customer onboarding practice will improve the productivity of business,
especially in marketing and sales processes.
It will also give customer a “wow” factor and define the ongoing relationship with
your customers.
4. First impression of business
Through the customer onboarding process we will share our culture,
professionalism and ability to provide financial services efficiently.
• Welcoming, friendly, yet professional
• Organised activities
• Communication delivered professionally and efficiently
• Delivered what we promised
5. Key activities
Customer onboarding will involve following activities:
• Open the customer file in Conversion folder
• Create the lead info in CRM *
• Create a task in work flow management *
• Make first contact with customer to book appointment
• Add the customer to nurturing campaign *
• Send onboarding email to customer to confirm the appointment
* If the software platform is available
6. Open Customer File
For new lead/enquiry, we create a customer file in the Conversion
stage folder.
All key documentations and information will be stored in the
customer file.
The customer file will move to different folders as the process
progresses.
This is the internal activity.
7. Create lead entry in CRM system
Most aggregators provide CRM (Customer Relation Management)
system for brokers.
We need to create a lead entry in the CRM system.
This is the internal activity.
8. Create task in workflow management platform
The workflow management system allows us to manage our daily
business operation efficiently. We use trello.com as workflow
management platform.
This is the internal activity.
9. Add the customer in nurturing campaign process
Add this customer’s information to the nurturing marketing sequence.
The nurturing campaign is a series of targeted marketing activities driven by
customer’s profit and current status.
It provides automated marketing campaign aiming to create and maintain
long-term customer relationship.
(if later, customer declines to receive email information, opt out this customer
to respect customer’s privacy)
10. Make first contact phone call to customer
This is the first contact with the customer. The purpose of this phone call is:
• Briefly introduce yourself and how you get to know the customer
• Ask about the main reason for the enquiry
• Make an appointment for interview
• Ask for email address and get permission for sending information to
him/her
(template script is available in the resource area)
11. Good business practice
Here are some tips of first contact phone call that will lead you to a well
planned first customer meeting:
• Use small talk to soften the tone
• Invite every applicants to join the meeting, if possible
• Don’t discuss the rates
• Offer them to different places to meet, but lead them to the place you
prefer or over the phone
• Offer them options of date/time to choose. Take control
• Tell them you will email the confirmation with the agenda. Set expectation.
12. Send customer onboarding email
You should include following information/documents in this email:
Confirm the location, date and time of the meeting.
Your credit guide and privacy
Your profit or the url link to your online profit
Outline the agenda of the meeting
The information/documents the customer need to prepare
(template is available in the resource area)
13. Good business practice
• Send the mail to customer no later than one hour after making the first
phone call
• Keep email short, use url link for detailed information.
• Send sms to customer as reminder
14. Summary
A customer onboarding process defines customer’s first impression of you
and your business.
A well planned and automated process of customer onboarding will enhance
the customer’s expectation from you.
