This article explains what free onboarding is, and how and when to conduct it.
Free onboarding is available for all end customers that bought the drone, both direct sale and resellers customers.
The new customers are entitled to two calls with Customer Success Manager/Engineer in the first 100 days after they purchased the drone, for each purchased drone.
The existing customers are entitled to one free onboarding call with CSM.
The goals are:
- Good feeling for new customers
- Point customers to the resources to get started
- Answer their questions
- Identify potential issues
The calls should last 40 min by default and up to 1-hour max.
The presentation, playbook and feedback surveys for this tier are standardized.
How does it work?
The tickets are created through the workflow and assigned to the corresponding CSM in the onboarding pipeline. There are several conditions that the drone needs to fulfill to create the free onboarding ticket:
- sold or owned by end customer,
- drone use type is retail,
- is not connected with the free onboarding ticket,
- is fit for use and
- is registered.
Ticket stages
- New - ticket is just opened
- Preparing 1st call - the email template is sent, waiting for their reply and arranging the call
- 1st call done - move to this stage after 1st call is done
- Preparing 2nd call - move to this stage once you start to prepare for the second call
- Closed (onboarded) - all required calls are done
- Closed (non responsive) - customer is not responsive
New customers
There are two calls for new customers.
Preparation for the call
Arrange the call by sending them the email template Free onboarding - 1st call (for a follow up use the template Free onboarding - 1st call (follow-up))
Before the call, check drone metadata and data in the drone inventory app (any flights?, any issues so far?)
Connect the end customer company with the drone and the ticket (video instructions).
Connect the contact person from the drone registration to the ticket.
Move the ticket in the next stage - Preparing first call.
On the call
Follow playbook FO: 1st call - new customer.
The playbook works only if you access it through the contact person in HS. If you access it through the ticket, the fields in the playbook will not be editable.
You will need to share your screen and go through the short presentation, linked also in the playbook. Skip questions in the playbook if they are not applicable.
After call
Update drone and contact properties in Hubspot and write a follow up email if necessary.
Change stage to 1st call done.
Existing customers and 2nd call for new customers
For customers who own the drone for longer than 6 months, but only recently registered and got the free onboarding ticket, do only second call and move the stage to Preparing 2nd call (skip first stage).
For new customers, you will get the HS task notification to prepare the second call.
Preparation for the call
The procedure is the same as for the first call, but use template Free onboarding - follow up for all customers. Change the ticket status to “Preparing 2nd call”.
On the call
On the call follow playbook FO: follow up call for all customers.
After call
Update drone and contact properties. Write a follow up email if necessary and close the ticket (Closed - onboarded).
FAQ
Do we do the free onboarding calls for distributors?
- No, we do free onboarding only for end customers.
Why is the distributor connected with the ticket?
- The system can’t recognize the end customer from the drone registration property. Please associate the corresponding company and contact person to the drone and the ticket.
What if the customer is not responsive?
- Send 2 follow up emails, call them to arrange the call and if they are still unresponsive, close the ticket. The procedure is the same as with the regular tickets.
What if the customer bought several drones at once?
- Do the onboarding only for one drone, close the second ticket with the note.
What if the drone is replaced in the meantime?
- It is still worth to do the second call for the replacement drone.
Useful resources for Free onboarding
Connect your personal Zoom account and Hubspot
Declutter your tickets view
- In HS - Tickets - Saved Filters - search for My open tickets (without onboarding) - Options Add to favorites and Make default
- Video instructions by Basil