Overview

This document outlines the structured customer onboarding and training process designed to ensure efficient coordination, optimal resource utilization, and consistent customer experience across all product lines.

Process Summary

Our onboarding framework operates on a dedicated day scheduling system with integrated booking management, ensuring standardized service delivery and proper resource allocation.

Key Components

1. Structured Scheduling System

• Dedicated Day Allocation: Specific days reserved exclusively for onboarding and training activities
• Centralized Booking Management: All sessions managed through a unified booking platform
• Resource Optimization: Better coordination between sales teams and onboarding specialists

2. Session Types

Onboarding Sessions

• Purpose: Initial product setup and basic configuration
• Target Audience: New customers requiring product introduction
• Platform: https://demo.alendei.com/#/onboarding

Training Sessions

• Purpose: Comprehensive product education and advanced feature guidance
• Target Audience: Customers requiring detailed product knowledge
• Platform: https://demo.alendei.com/#/Training

Process Workflow

Step 1: Proforma Generation

Responsible Party: Account Managers (AMs)

1. Generate Proforma Invoice for customer engagement
2. Compile commercial documentation package
3. Forward Proforma Invoice and commercial documents to Accounts Team via email
4. Ensure all pricing and commercial terms are accurately reflected

Step 2: Validation & Invoice Generation

Responsible Party: Accounts Team Status: Confirmed by Finance

1. Review commercial details submitted by Account Manager
2. Validate pricing structure and terms
3. Process Proforma Invoice conversion to final Invoice
4. Generate official Invoice with unique Invoice ID
5. Communicate Invoice details back to Account Manager and Sales Team

Step 3: Registration Form Submission

Responsible Parties: Sales Team, Customer/ Partner

1. Complete Registration Form with accurate customer information
2. Enter Correct Invoice ID (Critical Requirement)
• Verify Invoice ID matches the official invoice from Step 2
• Double-check for accuracy to prevent processing delays
3. Submit completed registration form through designated channel
4. Quality Check: Ensure all mandatory fields are properly filled

Critical Note: Incorrect or missing Invoice ID will result in form rejection and process delays

Step 4: Kick-off Meeting Scheduling

Coordination: Customer Success Team

1. Schedule Kick-off Meeting upon receiving completed registration form
2. Mandatory Participants (All Required):
• ✅ Account Manager (AM)
• ✅ Onboarding Team SPOC (Single Point of Contact)
• ✅ Customer SPOC
3. Meeting Objectives:
• Align all stakeholders on project scope
• Clarify customer requirements and expectations
• Review implementation timeline
• Address initial questions and concerns
4. Scheduling Policy: If any mandatory participant is unavailable, meeting will be rescheduled. Onboarding process remains paused until all required participants can attend.

Step 5: Validation Phase

Responsible Party: Onboarding Team

1. Comprehensive Detail Verification
• Validate customer information accuracy
• Cross-reference commercial terms with invoice
• Verify technical requirements and compatibility
• Confirm service specifications match customer needs
2. Documentation Review
• Check completeness of registration form
• Validate Invoice ID against financial records
• Ensure all prerequisites are met
3. Approval Process
• Complete validation checklist
• Obtain necessary internal approvals
• Document validation completion

Step 6: Activation Process

Responsible Party: Onboarding Team

1. Service Activation
• Configure customer account and services
• Set up user access and permissions
• Initialize platform configuration
• Conduct technical setup verification
2. Quality Assurance
• Verify all requested services are operational
• Complete pre-training system checks

Step 7: Training Session

Responsible Party: Onboarding Team

1. Session Delivery
• Conduct dedicated training session as per booked slot
• Provide comprehensive platform orientation
• Demonstrate key features and functionalities
• Address customer-specific use cases
2. Knowledge Transfer
• Ensure customer understanding of platform capabilities
• Provide hands-on training experience
• Share best practices and usage guidelines
• Document training completion

Step 8: Go Live Activation

Responsible Party: Onboarding Team

1. Final System Check
• Verify all systems are fully operational
• Confirm customer readiness for live usage
• Complete final quality assurance checks
2. Official Launch
• Activate customer account for live usage
• Go Live Announcement to all stakeholders
• Transition customer to production environment
• Celebrate successful onboarding completion! 🎉
3. Handover to Support
• Transfer account to ongoing support team via TT
• Establish ongoing support channels

Booking Guidelines

Reservation Policy

• First Come, First Served: Sessions allocated based on booking sequence
• Advance Booking Required: No walk-in sessions accepted
• Confirmation Mandatory: Unconfirmed bookings will be cancelled

Session Links

• Onboarding: https://demo.alendei.com/#/onboarding
• Training: https://demo.alendei.com/#/Training

Important Notes

• All sessions must be pre-scheduled through the booking system
• Emergency or urgent requests should be escalated through management channels
• Rescheduling requests require minimum 24-hour advance notice
  

Roles and Responsibilities

Sales Team

• Identify customer onboarding requirements
• Complete initial booking process
• Communicate session details to customers
• Coordinate with onboarding team for special requirements

Onboarding Team

• Manage session delivery based on scheduled slots
• Prepare customized training materials
• Conduct post-session follow-up activities
• Maintain onboarding documentation and metrics

Customers

• Complete pre-session preparation requirements
• Attend scheduled sessions punctually
• Provide feedback for continuous improvement
• Engage actively in knowledge transfer process