bill.com client onboarding overview · 2019-02-20 · 6/21/12 2of25 client onboarding: key...
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6/21/12 1 of 25
Bill.com Client Onboarding Overview Best Practices in Onboarding Clients
6/21/12 2 of 25
Client Onboarding: Key Questions It’s clear – your firm and clients can benefit from the time and cost savings from Bill.com But getting clients onboard can be a challenge: q Who needs to get involved q Which clients are best suited for
Bill.com q How should you introduce Bill.com to
clients q How should you best address unique
client concerns
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Best Practices in Client Onboarding This Client Onboarding Overview offers best practice guidelines that: • help you onboard existing and new clients to Bill.com • you can customize to tailor to your Clients’ unique needs
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The Client Onboarding Process
#1 Success Factor: Understand and commit to the client onboarding process
Get firmwide support
Select and understand
target clients
Create client
presentations
Engage with
clients
Secure client
commitments
1 2 3 4 5
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Get Firmwide Support
Get firmwide support
Select and understand
target clients
Create client
presentations
Engage with
clients
Secure client
commitments
1 2 3 4 5
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Get Firmwide Support
q Key partners Enlist support from key partners of the firm
q Key offices and staff Involve specific offices and staff who work closely with accounting clients
Get firmwide support
Select and understand
target clients
Create client
presentations
Engage with
clients
Secure client
commitments
1 2 3 4 5
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Select and Understand Target Clients
Get firmwide support
Select and understand
target clients
Create client
presentations
Engage with
clients
Secure client
commitments
1 2 3 4 5
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Select and Understand Target Clients
Step 2: Select and understand target clients q Select your target clients q Understand their current A/P and A/R workflow q Identify the hidden cost of their process and pain
points around A/P an A/R management q Identify potential barriers to adoption
Get firmwide support
Select and understand
target clients
Create client
presentations
Engage with
clients
Secure client
commitments
1 2 3 4 5
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Select and Understand Target Clients
Step 2a: Select clients who can most benefit from Bill.com. Key indicators:
ü Use a paper-based system to handle bills, invoices, bank reconciliation, vendor inquiries
ü Do not have a dedicated bookkeeper on staff or have an overextended bookkeeper
ü Handle and file paper bills and related documents ü Have bills approved prior to payment ü Have staff or offices in multiple locations
Get firmwide support
Select and understand
target clients
Create client
presentations
Engage with
clients
Secure client
commitments
1 2 3 4 5
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Select and Understand Target Clients
Step 2b: Perform a client assessment to understand their: ü current process and business practices in A/P, A/R and
cash management ü controls and specific user roles ü current obstacles and pain points in this process ü issues and risks involved with current process
Get firmwide support
Select and understand
target clients
Create client
presentations
Engage with
clients
Secure client
commitments
1 2 3 4 5
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Select and Understand Target Clients
Step 2c: Understand the true cost of their current workflow
Using the Hidden Cost Calculator (accessible on the Selling Tab on your Console), uncover the value of time and money that their current process is costing their business.
Get firmwide support
Select and understand
target clients
Create client
presentations
Engage with
clients
Secure client
commitments
1 2 3 4 5
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Select and Understand Target Clients
Step 2d: Identify potential barriers to adopt Bill.com Example: 3 Clients with 3 different concerns
Get firmwide support
Select and understand
target clients
Create client
presentations
Engage with
clients
Secure client
commitments
1 2 3 4 5
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Create Client Presentations
Get firmwide support
Select and understand
target clients
Create client
presentations
Engage with
clients
Secure client
commitments
1 2 3 4 5
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Create Client Presentations
Step 3: Create client presentations
q Start with the customizable client presentation template, accessible on the Selling Tab on your console
q Customize it to address your client’s unique scenario and include relevant case studies, testimonials and other marketing content, also available on the Selling Tab on your console
q Address potential barriers to client adoption
Get firmwide support
Select and understand
target clients
Create client
presentations
Engage with
clients
Secure client
commitments
1 2 3 4 5
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Create Client Presentations
Step 3a: The Client Presentation Template Access and customize the Client Presentation Template on the Selling Tab of your Console q Upload your logo and insert your specific service name, if applicable q Identify specific client pain points q Modify the provided workflow for your client’s scenario, if applicable q Insert your contact information q Add relevant case studies and testimonials
Get firmwide support
Select and understand
target clients
Create client
presentations
Engage with
clients
Secure client
commitments
1 2 3 4 5
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Create Client Presentations
Step 3b: Address specific client barriers to adoption. Examples: Client Concern Recommenda/on
A Not ready, we have messy books
Offer in-‐house or outsourced service to help “clean up the books”
B Our process works; we don’t see the need to automate
Demonstrate the true total cost and inefficiencies of their current process by using the Hidden Cost Calculator
Get firmwide support
Select and understand
target clients
Create client
presentations
Engage with
clients
Secure client
commitments
1 2 3 4 5
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Engage with Clients
Get firmwide support
Select and understand
target clients
Create client
presentations
Engage with
clients
Secure client
commitments
1 2 3 4 5
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Engage with Clients
Step 4: Engage with clients q Schedule client meetings q Gather feedback and get additional support from the
CPA2Biz or Bill.com teams, as needed q Address any additional client concerns q Present engagement letter
Get firmwide support
Select and understand
target clients
Create client
presentations
Engage with
clients
Secure client
commitments
1 2 3 4 5
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Secure Client Commitments
Get firmwide support
Select and understand
target clients
Create client
presentations
Engage with
clients
Secure client
commitments
1 2 3 4 5
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Secure Client Commitments
Step 5: Secure client commitments q Have engagement letter signed q Add the Client to your console q Schedule training with your Client to define
your new, more efficient workflow
Get firmwide support
Select and understand
target clients
Create client
presentations
Engage with
clients
Secure client
commitments
1 2 3 4 5
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Summary Client Onboarding Process
Get firmwide support
Select and understand
target clients
Create client
presentations
Engage with
clients
Secure client
commitments
1 2 3 4 5
#1 Success Factor: Understand and commit to the
client onboarding process
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