Getting it right from the very beginning 

The importance of guided and controlled customer onboarding process 

The B2B market is a funny place. On some occasions, prospective customers are bombarded with sales messages, hard-sold a complex solution, and promised virtually every feature and product capability in the world… To then discover that they are completely abandoned by the supplier as soon as the contract has been signed.

At Keynetics, such an approach is frowned upon. First and foremost, we are very proud not only of our products but also our services and client support. Second, we all know that happy users are the most valuable users since they are more likely to:

a) Keep using the product and place repeat orders;
b) Endorse our products and services to others.

For a larger scale project, a detailed and clear customer onboarding plan (especially when providing security systems) is an absolute must for a seamless solution deployment for all parties involved. For our clients, this means they can be confident that the rollout across numerous sites will be completed as agreed and that all guidance materials, including training, will be provided ahead of time. For us, it is a guarantee that there will be less queries from the field in the future, and that we are minimising the “user error” type of issues in advance.

So, how do we ensure that our clients get the best out of our solutions? We plan it out.

VISION & STRATEGY: GETTING THE BIG PICTURE RIGHT

Keynetics is not focused on simply selling key safes and software… We are here to transform our clients’ keyholding in ways that benefits them both operationally and financially.

Hence, the first step in this process is to… listen. Listen and learn about the organisation, their current key management challenges, and learn about the different groups of stakeholders handling keys and gaining access at different times of the day.

All of this data allows us to create an optimal solution and roll it out in a way that makes the keyholding transition as simple as possible for all parties involved.

DEFINITION & PLANNING: PREPARATION IS THE KEY

At this stage, we work closely with the client on project schedules and system (or platform) design. We discuss the setup of all users on the system, as well as various degrees of access and platform management permissions that each user group, including subcontractors, will require.

LAUNCH + EXECUTION & DELIVERY

Finally, it’s time for the roll-out! We prepare customer’s platform and set up the provided data, create a detailed installation schedule, and then carry it out. Simultaneously, we ensure that training materials are provided and that follow up induction meetings have taken place. Once all of these activities are completed, the system goes live and is ready for the client to use!

PERFORMANCE & CONTROL

However, merely launching the system is not the final variable in this equation. Depending on the initial targets and project KPIs, we will collaborate closely with the client to analyse data, quantify improvements, learn from them, and modify the operational set up, if required.

EVERY PROJECT IS DIFFERENT

While there is a clear step-by-step action plan for onboarding new clients, each project is unique. Therefore, our approach is extremely personalised and tailored to specific requirements and timelines.

If you are considering stepping away from traditional keyholding to improve your alarm response time or streamline your operations, get in touch with us and we will make sure that your keyholding journey goes smoothly and with minimum disruptions to your day-to-day operations.