Onboard Check Process

Purpose

Onboard checks exist to improve efficiency in the onboarding process. The OB doc is like a “game of telephone” meaning – the more clear the AE is in the doc, the faster and more efficient the onboarding team can get the doc built and the company trained.

Errors in the Onboarding doc often result in questions during the build process, or rebuilds soon after the company is trained, slowing the process and sometimes frustrating our potential customers. The better the doc, the faster the company can go live ensuring them the amazing FareHarbor experience.

Reasons for a Check

• Mandatory check for new AEs (usually 10+ of first OBs and then those with resources)

• Mandatory checks for AEs who have had multiple Onboards sent back from the building team (at the discretion of sales management)

  • This will be a discussion between management and the AE to come up with a plan to help get future OB docs dialed
  • Checks can range from all onboards to just those with resources, just API set-ups, etc

• Complex resource set ups

• API/ Affiliate set ups
• Just want another set of eyes on a big company!

Process for Small Business Account Executives – Americas

• In the sb_sales_americas room tag @sb-obchecks with an EDITABLE link to the OB Doc.
• Someone on the OB Doc Check team will claim the doc, check it, and give you feedback before submitting your doc to Denver.
• Once you have completed these steps you can submit your onboard doc.

Process for Mid Market Account Executives – Americas

• After completing the doc, directly slack your Sales Manager with an EDITABLE link to the OB Doc.
• Wait until he/she verifies they received the document, they will check it and give you feedback before submitting your doc to Denver.
• Once you have completed these steps you can submit your onboard doc.

Process for EMEA

• Join #emea_obdoc_collab in Slack.
• Post the OB Doc in Close in the custom field “OB Doc”.
• Press the lightning bolt at the top of the room

• You will then be prompted to fill out the following information:

  

• Someone on the OB Doc Check team will claim the doc, check it, and give you feedback via comments in the google sheet before submitting your doc in Close.
• Once you have completed these steps you can submit your onboard doc.

Process for APAC

• Join #apac_obdocchecks in Slack and post your doc.
• Tag @apac_obdoc to notify OB doc checks
• Please specify when the client would like to be trained, this will ensure that it is checked in time so that you can submit while giving the OB team proper lead time.
• Make sure to give yourself enough time to make edits.

• Someone on the OB Doc Check team will claim the doc, check it, and give you feedback Please respond to feedback in the thread underneath your ob doc post.

  Example:

  Feedback:

  -NZ CC RATE IS 2.4% + 30 C

  Changed rate in the ob doc

  -Are you sure they want the agenda view? They only have 1 item.

  Confirmed. They would like day to day view

  -Please enter ages in customer type notes

  Completed.

• Once you have completed these steps you can submit your onboard doc.

Double (Triple, Quadruple, etc.) Checks

After you complete the changes again, repeat the process above until approved by a member of the OB Doc Check team.