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How to Onboard for a Large, Complex Implementation

In my previous blog, I discussed the benefits of 1:many implementation. While this works for many new customers, there will be times when we onboard for a large, complex implementation. These situations merit a 1:1 implementation. To do this correctly there are several steps a Customer Experience team should take.

Start early

During the sales process we work with the sales team and/or the sales engineering team to understand what is needed from us for a successful implementation. While this ultimately benefits our customer, it also helps our internal teams as well. It sets the tone that we treat a prospect as a customer, and that customers aren’t simply thrown over the wall after the deal closes. It is an end-to-end process.

Next, we walk the customer through the implementation process before they even log in to the portal, to ensure we understand their needs and ensure their expectations are set appropriately. By being honest, and upfront, we avoid having to constantly re-set expectations and instead deliver value on time. This allows the customers to properly plan for when the new services will be available, and helps to begin to build trust.

Let me give an example of a recent complex onboarding/implementation process and what that entails:

Recently, we implemented a large streaming company, who focuses on streaming live sports games. This included bulk moving of zones from previous accounts, and a complete build-out of their Traffic Steering product. This sort of implementation spans over a month long, which allows us to truly ensure that the migration of domains and advanced services are properly configured in their new DNS account.

Stay in touch

We always want our customers to know that follow-up and post-implementation support are only a phone call away. But knowing that isn’t enough. We want to be proactive without being annoying. After a customer is implemented, we frequently check in to ensure all well. This includes setting up proactive meetings, being the main POC for the customer and for internal conversations involving the customer. We are always only a phone call away for any kind of support they need.

We’re able to proactively reach out because we stay involved with what is happening with our customers. The Customer Success team plays a role beyond implementation. Technical Account Managers (TAMs) and Customer Support Managers (CSMs) are “in the know”. We are tagged on every support case and work right alongside support in most cases to ensure the customers’ needs are met.

In addition to being your advocate with support, we also deliver a product feedback loop with product management. We take customer feedback from conversations and bring this right to product. This allows us to advocate for the customer within the business, and allows product to understand what features customers want.

As we’ve mentioned several times in these blogs, the mantra of a good Customer Experience team is: show customers value as quickly as possible. That is true but you also want to ensure they’re always continuing to experience value. One of the ways we do this is by holding Executive Business Reviews or Health Checks. These reviews happen at 30-, 60-, and 90-day intervals. During these scheduled reviews, we discuss usage, support cases, as well as, provide product updates and best practices. This time is also used to work with the customer on any technical deep dives they are looking for regarding their DNS configuration on the Dyn platform.

Delivering a good customer experience is not complicated or exotic. It is simple and straight forward though that doesn’t make it easy. As long as you constantly put your customer first and think about how you’d want to be treated in their shoes, you’ll be fine! And the results can turn customers into life-long brand advocates.

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Whois: Justin Gregory

Justin Gregory is a Customer Success Manager at Oracle Dyn Global Business Unit, a pioneer in managed DNS and a leader in cloud-based infrastructure that connects users with digital content and experiences across a global internet.