{"id":251790,"date":"2020-02-03T00:00:00","date_gmt":"2020-02-03T05:00:00","guid":{"rendered":"https:\/\/www.servicexrg.com\/blog\/service-onboarding\/"},"modified":"2026-01-16T13:16:18","modified_gmt":"2026-01-16T18:16:18","slug":"service-onboarding","status":"publish","type":"post","link":"https:\/\/www.servicexrg.com\/blog\/service-onboarding\/","title":{"rendered":"Service Onboarding"},"content":{"rendered":"<div class=\"et_pb_row_inner et_pb_row_inner_0\">\n<div class=\"et_pb_column et_pb_column_4_4 et_pb_column_inner et_pb_column_inner_0 et-last-child\">\n<div class=\"et_pb_module et_pb_text et_pb_text_0 et_pb_text_align_left et_pb_bg_layout_light\">\n<div class=\"et_pb_text_inner\">\n<p class=\"p-lead\">When new customers purchase service agreements you must make certain that they understand how to access and use the services they are entitled to through a formal service onboarding process.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"et_pb_row_inner et_pb_row_inner_1\">\n<div class=\"et_pb_column et_pb_column_4_4 et_pb_column_inner et_pb_column_inner_1 et-last-child\">\n<div class=\"et_pb_module et_pb_text et_pb_text_1 et_pb_text_align_left et_pb_bg_layout_light\">\n<div class=\"et_pb_text_inner\">\n<p>To successfully onboard customers contact them personally by phone or e-mail (personal touch) or by automated e-mail (tech-touch) and provide them with welcome kits, service guides and even how-to videos.\u00a0 Help them to get setup with service access (e.g. credentials for the Support portal).<\/p>\n<p>A single initial contact is typically not enough. Monitoring service entitlement use is important to identify customers that are not benefiting from their service relationship.\u00a0 When you enable customers to use the services they have access to, you increase the likelihood that they will receive benefit and renew their relationship.<\/p>\n<h3>Best Practices<\/h3>\n<ul>\n<li>Contact new customers personally by phone or e-mail (personal touch) or by automated e-mail (tech-touch) to introduce them to their service entitlements.<\/li>\n<li>Create a welcome kit with a service guide and usage tutorials to teach customers how and when to engage services.<\/li>\n<li>Make certain customers know how to access and use services, especially self-help resources.<\/li>\n<li>Discourage the practice of attaching service contracts to products without reviewing service terms and conditions with customers.<\/li>\n<li>Monitor service use. When customers do not use services engage them to encourage consumption of service entitlements.<\/li>\n<li>Coordinate service onboarding with product onboarding activities.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>When new customers purchase service agreements you must make certain that they understand how to access and use the services they are entitled to through a formal service onboarding process. &hellip;<\/p>\n","protected":false},"author":4,"featured_media":251791,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[35,51,9,11],"tags":[60,125,126,61,58],"class_list":["post-251790","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-retain","category-success","category-process","category-programs","tag-customer-success","tag-entitlement","tag-offerings","tag-onboarding","tag-tech-touch","post_outcome-retain-customers","post_outcome-success","post_activity-customer-success","post_activity-onboarding"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251790","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/comments?post=251790"}],"version-history":[{"count":6,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251790\/revisions"}],"predecessor-version":[{"id":254981,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251790\/revisions\/254981"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media\/251791"}],"wp:attachment":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media?parent=251790"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/categories?post=251790"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/tags?post=251790"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}