Onboarding to Customer Support Process: From Company Perspective

By ematkinson

  • March 1 Onboarding Clients - Acct Setup

    Approximately 30 days before the center will actually starting claiming meals in the system, we'll begin the acocunt setup process (internally). We'll set up center account, import enrolllments and create cycle menus. So technically, while this is part of the onboarding process, it's not the client's responsibility. Ex:Client will begin claiming meals in the software on March 1st, so we will begin the account setup process around February 1st. This is to allow adequate time to import info.

  • APRIL 1 account setups initiated

  • Oct 1 Onboarding Clients: File Claim for Reimbursement

    We'll file their claim for reimbursement - the client doesn't have to do anything. For example, in March we will file the February claim for reimbursement. In April we will file the March claim for reimbursement.

  • Center can begin software orientation.

    We'll make sure our onboarding clients have a couple of weeks to access our training tools, which include:
    • a pre-recorded webinar that walks them through the features
      • how-to videos that walk through specific features
    • give access to the software, so they can work in it and become comfortable. -utilize walk-me-through tutorials within the software -participate in a live Q&A webinar session

  • Start generating proposed list of APRIL 1 onboarding clients

    It may take a couple of weeks to generate a proposed list, talk to the clients and ultimately decide how many centers we'll invite and which ones.

  • Finalize List of April 1 Onboarding Clients

    We have to make a final decision, because account setups will have to be initiated quickly.

  • Center starts CACFP claiming online

    New claim cycles start on the 1st of the month. This means that any meals being claimed for reimbursement (meaning the day care is recording menus, meals & attendance to children they've served) will be done online in the food program software.

  • May 1 Onboarding: Start generating proposed client list.

  • Finalize May 1 Onboarding Client List

  • May 1 Onboarding: Account Setups Initiated

  • Begin Onboarding Completion Steps & Customer Support Setup & Transfer

    Now that the claim has been filed, we can provide the client their claim reimbursement info for the first month they claimed meals through the software. Once the claim is filed, the center will receive their reimbursement in approximately 1 week. We'll complete all remaining tasks in the onboarding project. This includes setting up the center in Zendesk, our customer support system, and preparing for the transfer & notifying the center a couple days in advance.

  • Onboard to Cust. Support (Oct & March Clients)

    A couple of days after the Zendesk setup and initial client notification that onboarding / implementation of the software is concluding, we'll make the official handoff and all future client support requests will be managed by our customer support team. We'll communicate this to the client a final time.