CS Subscriber Onboarding

The best time to establish good habits with our subscribers is immediately after they sign up. This guide will act as a resource for the required steps and actions to take with new LDA subscribers.

Identifying New Core Subscribers

To find new subscribers, go to the Monthly MRR Report spreadsheet located in Google Drive. Next, find out if that subscriber is assigned to you. You can find this in your client ownership spreadsheet or in that client's HubSpot profile.

New subscribers are assigned on a 50/50 split rotation. French users are automatically assigned to the bilingual CS representative.

TIP: If you see an existing subscriber is assigned to Jon, Nik, Brandon, or anyone else not on the CS team, please notify Jon to adjust the ownership.

Identifying Instance Subscriber

Go directly to your client ownership spreadsheet and look under the section for the specific instance to find new advisors and administrators assigned to you. Remember, when ownership is assigned, you'll find the new owner in that user's HubSpot profile.

Necessary Information To Know

Before contacting the client, you'll need to gather the following information;

• Subscription Type and Payment Schedule
  • LDA Core or Corporate Instance?
  • Admin or Advisor?
• What's their MGA if on LDA Core?
• What's their reason for signing up, if on LDA Core?

This information is all available in HubSpot.

If it isn't, the advisor could have signed up on their own without consulting someone at LDA. Typical reasons for this are they're French speaking, they've been referred to LDA by a subscriber or colleague, or they've been a past subscriber. A discovery discussion is required for these users to determine the service opportunities from the CS team.

Introduction

An introduction will be done with the advisor in one of two ways;

1. Sales Handoff

   1. A warm introduction provided by the sales team to introduce you to the user and schedule any follow-up discussions, onboarding, contact, etc.

2. Contact by CS Representative

   1. Once the new user you've been assigned has been identified, contact that advisor to initiate the onboarding process.

Onboarding Checklist

When you contact new subscribers, you'll need to go through the following steps to ensure a successful onboarding;

1. Account Set-up
   1. Does the subscriber have custom branding we need to set up? 
   2. Are we importing their clients? If so, what's been done?
   3. Do they have additional staff who need subscriptions or training?
2. Usage
   1. Have they created cases in LDA? If so, what trends are you finding?
   2. Does their usage align with the notes in HubSpot? (Why they subscribed, what they're looking to achieve using LDA).
   3. What are the areas where we can expand their learning/usage once onboarding is completed?
3. Action Plan
   1. What's the agreed-upon follow-up time (monthly, quarterly, semi-annually, etc)?
   2. What are the advisor's goals in LDA? How are you going to keep them on track?
   3. What content can we provide as a resource to support their usage?

Contact Plan

Not all advisors are the same in how they prefer to be reached and are most acceptable. However, keep in mind that connecting with them over the phone is the best practice.  

Here's why:

• Phone calls allow you to build a much stronger connection with the subscriber than email. 
• You're able to get an accurate gauge of their tone
• You can ask additional questions based on their feedback.
• Scheduling meetings is easier if that's what you deem to be necessary.
  
  

When you contact an advisor, attempt to call them first. Use email as a backup plan if calling isn't working. In the email, make your call to action to schedule a call or meeting.

If calling and email don't work, try one of the following:

• Send them a message on LinkedIn
• Send a text
• Send a meeting invitation to their calendar and ask if that time works
  • This is a fantastic way to get a reply since they will decline it if it doesn't work.