Technical Onboarding and Customer Enablement for Small Business Owners
A pioneering fintech company, one of Odetta’s clients introduced a new payment system to simplify payment processing for small business owners. Our client faced challenges in onboarding many customers to the new payment system due to the lack of capacity within their in-house team. This required a need for outsourced customer enablement. To ensure a smooth transition for their customers, they enlisted our help in the technical onboarding of these customers by creating a dedicated team of experts working round the clock to assist them.
Odetta’s Comprehensive Support Strategy
Our approach encompassed comprehensive training for team members to ensure a deep understanding of the client’s payment system in technical onboarding and customer assistance. We implemented a systematic troubleshooting process, swiftly addressing account restrictions and hardware issues. Open and effective communication with customers was paramount, enabling us to promptly provide step-by-step guidance and resolve their concerns in the customer onboarding phase. We optimized the device replacement process for efficiency, minimizing customer downtime. For customers hesitant to switch, we adopted a consultative approach, emphasizing the advantages of the client’s payment system to encourage a smoother transition.
Encountered Challenges
We encountered various challenges, including hiccups in the payment portal, difficulties with document uploads, and the recurring issue of accounts slipping back into pending or restricted status during both technical and customer onboarding. Hardware problems were common hurdles, such as device malfunctions, overheating, and charging points. Despite our best efforts, connectivity issues persisted. Device replacements were often necessary, and some customers needed more time to embrace the payment system. Of course, this type of work requires a lot of empathy to walk through less technical customers through a new process.
Why Odetta?
This was a new use case for us, and it turned out to be an incredible fit. Our team can learn hard-to-understand software and are also highly empathic. We were surprised with how much our team loves this type of work and how much of a cost and time-saving solution this offered our client, who had primarily relied on their internal teams for such calling initiatives.
Platforms/Softwares Used
Salesforce: To communicate with customers - applicable to all brands
GuideCX: For project management - applicable to all brands
RingDNA: To call all customers
Quilt Payment Portals for payments application and account setup
Rain Payment Portal
ThriftCart Payment Portal
Diveshop360 Payment Portal
Jewel360 Payment Portal
eTailPet Payment Portal
Possim Payment Portal
Taku Payment Portal
Quilt Software - Hardware Integration
Rain Software
Thriftcart Software
Diveshop360 Software
eTailPet Software
Zoom for Taku and Possim
Key Outcomes
Our initiatives led to marked progress. We successfully addressed challenges for a substantial percentage of customers, resulting in an overall success rate of approximately 65%. Specifically, we resolved account restrictions and technical glitches for 75% of affected customers. Hardware issues were mitigated for 60% of cases, and connectivity problems improved for 70% of those awaiting connection. We streamlined device replacements, resulting in 80% of replacements being executed efficiently. While encountering reluctance from some customers, we persuaded approximately 85% of them to transition to the payment system, a number that was higher than our client’s internal sales team, ultimately contributing to a smoother onboarding process and significant cost savings.