In the world of marketing, this journey is often ‘replatforming’ and it can feel like a daunting prospect, especially as you’re putting your trust in a new supplier to get you up to speed with minimal disruption.
Wouldn’t it be great if your onboarding process could be upgraded from economy to business class, providing peace of mind that’ll boost your customer experience? That’s the kind of service you get when you introduce dotmailer to your business – and I’m going to tell you all about it here.
The first step through the door
Finally, you got the sign-off and you’re joining dotmailer; exciting times!
Some people begin to panic at this point – after all, it can feel a bit like buying and moving into a new home – but there’s really no need to worry. There’s a checklist of things to do and one of our dedicated Digital Program Managers will orchestrate the process for you, pulling the right strings at the right time and involving the right experts exactly when required, until everything’s checked off and you’re fully onboarded.
Types of onboarding
We offer seven different onboarding packages, depending on your requirements and budget. Our dotmailer consultants will point you in the right direction to make sure you get the right level of cover.
- Guided setup
- Managed onboarding
- Enterprise onboarding
- Add data management ramp-up
- Add template/s creation
- Add ecommerce or CRM connectors/integrations, such as Magento or Dynamics CRM
- Add marketing automation programs
The kick-off process
Once the agreement is signed and you’ve chosen the type of onboarding service you’d like, the process can begin.
You’ll be assigned a Digital Program Manager (DPM) who’ll manage the onboarding process, along with an Account Manager who’ll be your day-to-day go-to person once your onboarding has been completed. Your DPM will organise a kick-off call to go through your order form and any additional items purchased, together with clarifying roles and timelines. And, of course, you’ll have the opportunity to ask any burning questions.
What goes on behind the scenes
I may have made the process sound quite simple, so I thought it’d be helpful to give you an idea of what goes on behind the scenes and why the onboarding process can be lengthy at times.
First things first, we create a detailed, dynamic project schedule in our project management tool and then assign tasks to the relevant parties. The plan includes all your account details and a breakdown of all activated features/timelines.
The DPM team is here to support, supervise and guide the activities of your account setup, from new template creation, the custom from address (CFA) and data management to creating and testing your first campaign. Some of this involves liaising with internal teams to ensure relevant experts are involved at the right time. Here are some of the people we’ll often be working with:
- Training Team
- Deliverability Team
- Creative Team
- Technical Support
- Account Management
- Connector/Integration Engineers
- Custom Technical Solutions
We’ll share regular updates throughout the onboarding process via calls and alerts sent through our project management tool.
Once onboarding is complete, your Account Manager will be your direct line for advice and strategic guidance. They’ll proactively suggest improvements and add-ons that’ll drive up your return on investment, booking in regular catch-up calls to see how things are progressing.
Who have you recently onboarded?
We work with more than 3,500 brands globally. Here are just a couple of companies that have recently joined the fold…
The Prince’s Trust
“dotmailer were incredibly helpful in supporting The Prince’s Trust to get onboarded, answering questions big and small along the way and even screen sharing so we knew exactly what to do. They’ve designed templates, assisted with forms and were there for our first send out. We now have so much more confidence with our emails – and look forward to the future.” Donna White, Head of Digital Marketing
“All your team made this relatively big project as easy as anything. From right at the start to now, it has all been seamless. You all know your product like the back of your hand and you’ve caught the interest of every man, woman and their dog at Virgin Active. You also managed to do it all in less than a month and we all love you for it!” Virgin Active Team