The Customer Journey varies slightly when the client is part of a larger group. An example could be a government driven ICB group with several new clients. In that case we first meet with the larger group to discuss the goal of Nobi for the whole group. Here we give a light version of the welcome to Nobi. The aim of this is to create a Project design. This document will help us reach the goals of the group with all clients in the group.
Afterwards we resume the normal process with the individual clients starting from the getting to know nobi meeting. Below the content of the Welcome to Nobi (light)
1. Welcome to Nobi (light)
Requirements:
What:
- Introduction of attendees (ending with customer success)
- Ask the needs of the group
- Broad overview of Nobi features, use presentation welcome to nobi (light)
-
Overview impact of Nobi (statistics) + their perspectives/cases regarding these features.
- Ask what a successful project looks like for the client
- Ask how they will allocate the hardware per client
- Agreement between Business Developer and client (what did they sell/offer?)
Who:
- Business Developer
- Client (group)
- Nobi: Project lead
Goal:
- Be aware of the goals this group has towards the clients in the group
- Precisely know how they will allocate hardware over the clients
Nobi Internal:
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Before meeting:
- Support Creates a google drive folder of this group
- Create Key Account ticket for client
- Requester: Contact person Group
- Create organisation in zendesk and add user (buyer)
- Create welcome to Nobi ticket and sends a public reply to buyer and BD/reseller to arrange the online welcome to nobi meeting
- Look up order in Odoo + paste this link in the ticket (internal note)
-
During meeting:
- Project lead takes notes of what’s being discussed to complete project design (template)
-
After meeting:
- Welcome to nobi ticket: Internal note: summary meeting + list all contacts + Project design
- Welcome to nobi ticket: Public reply: summary meeting + project design
- Complete/edit Survey 1 (with additional info meeting) + add all contacts to zendesk.
- Support uses content of survey 1 to prepopulate survey 2 (departments + housing units)
- Based on meeting + survey 1 → create project design in project ticket (internal note) + public reply.
Hand out after meeting:
- Link to client portal
- One pager Nobi features
Next steps client:
- Make sure that the clients in the group fill in survey 1 --> start Project for that client
- Follow up on any open items