We hear this question all the time:
“How have your other customers been successful in their implementation?”
The (not-so-secret) answer:
We see the most successful implementation when there is a dedicated team on the Customer’s side that is equally engaged with us. We don’t just want to show you where to click around in the tool; we want you to be strategic, and to feel confident in your plans for rolling out an organized Content Library and a streamlined Project Workflow. The best way to achieve this, is to make your implementation a priority within your organization.
We developed this Onboarding Guide to help you, the Core Admin Team, expedite your learning and plan a strategic implementation. Use this guide to supplement your Train-the-Trainer Sessions.
Onboarding Guide for Core Admins
The following supporting documents are available for download at the end of this article.
- Onboarding Task Tracker (Excel)
This will be helpful to track your recommended Learning and Onboarding tasks.
- Content Organization - Worksheet (Excel)
This will be helpful during your Answer Library training.
- Project Workflow - Worksheet (Excel)
This will be helpful during your Projects Training.
- Standard Onboarding Overview (PDF)
Offers an outline of our standard onboarding process.
- New User Checklist (PDF)
You can share this checklist with any of your new users to help them navigate your instance and begin learning.
Top 10 Onboarding Tips - Shared by Other Customers
- Meet with stakeholders. Define your initiative and why it’s important.
- Set realistic expectations within your team, and agree on your goals for Implementation. Share your goals with your Onboarding Consultant and Customer Success Manager.
- Setting up the application in a strategic way - just like anything else that’s important - takes time and a lot of thought. It was crucial for us to have the support from Executive Sponsors and Managers, who encouraged making it a priority.
- Hold periodic meetings to talk about the application internally; have open Q&A time for team members, (i.e. monthly application Office Hours blocked on team calendars).
- Expend effort upfront to develop a Content Organization Strategy (see Worksheet provided below for download); set up your Library for success EARLY ON.
- For larger organizations, break out your Implementation into phases, run test pilots within a small group, (i.e. start with Content, then Projects, etc.)
- Create a set of rules/guidelines based on user roles and their responsibilities.
- Create an internal application “Start Guide” - great for new users, new hires, and guidelines for existing users. Leverage Professional Services if you lack bandwidth or resources to conduct your user training.
- Be thoughtful in your strategy planning, work together, and turn best practices into your internal SOP (Standard Operating Procedure).
- Collect tips from your users, and share them with each other.