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Creating Raving Fans: The Onboarding Process at InfoTrust

Creating Raving Fans: The Onboarding Process at InfoTrust

Each business has its own way to onboard new clients. Perhaps there is a meet-and-greet webinar or care package with next steps sent to your doorstep. At InfoTrust, however, we use a unique approach and take onboarding quite seriously. From day one, we want our clients to be more than just clients—we want them to become raving fans. 

“Meeting clients where they are in their analytics journey and also their level of confidence is a must as we start our relationship,” says Vice President of Client Success Stacey Shiring. “It’s our responsibility to show them that we are a trusted partner and that they can be transparent in their hopes and fears. By building rapport with the client team, clients learn how important transparency is—the more they are with us, the better our outcomes are going to be. That is why every interaction from the internal and external kickoff to client success connects and stakeholder interviews are important. We get on the same page and show our clients that we are a part of their team and a partner for the long haul.”

But let’s take a step back. Prior to the onboarding process even beginning, your future internal InfoTrust team already knows all about you. In fact, we’ve been having internal conversations with our business team for months. Before our first onboarding call with you, your entire InfoTrust (inclusive of client success and growth partners) team will know:

  • What your pain points are
  • What you are excited about
  • What ways can create impact from the very beginning of our working relationship

Your InfoTrust Team

Something that sets us apart from the rest is that we have industry teams that have expertise in your specific vertical—we speak your language and we understand your concerns. Our internal teams are structured so that you will have someone handling your day to day, plus an industry team lead with expertise in your specific vertical to lead more strategic, high-level conversations. Your team will also include a dedicated client success lead and a dedicated growth lead. Your Client Success Lead makes sure you get the most value from our partnership and handles activities outside of the delivery of your SOW. Your Growth Lead ensures to benchmark your analytics maturity and shows the path to gain the greatest impact as we map out your next phase in our Crawl, Walk, Run model. 

Every meeting with the InfoTrust team has a clear purpose and agenda. Everyone always comes well prepared and I’ve never been in a situation when I had to explain the same topic multiple times to multiple people,” says Mariam Giorgadze, Senior Manager, Digital Analytics, Jackson Hewitt. “The way they share information internally must be very efficient and effective. And nothing ever slips through their attention. If you forget something, the team has got you covered. Something that also sets InfoTrust apart from other vendors is we never had to spin around in circles and be challenged by something we might not have thought through at the beginning. Their onboarding process makes sure we are always set up for success from the very beginning.”

Getting Started

Your InfoTrust team is activated 30 days prior to your signing to ensure a seamless transition and maximum impact. This includes internal conversations with your team and the business person you have been working with so we are all on the same page before your kick-off. During your kick-off, you may be asked questions you have already answered with the business person working on your account. This redundancy is to ensure that any new team members from your side who were not involved prior to the kick-off call are up to speed. This also allows us to level-set all of our expectations so that the team is ready to kick things off and help you achieve your first big win.

The First Big Win

During your first 30 days with us we look at achieving your first Big Win. You will meet with your client success team and growth lead so we can benchmark where you are in the Crawl, Walk, Run analytics maturity. We’ll establish the cadence for our communication with you so that we can check in on a timely basis and assist with your analytics maturity movement. 

“From working with more than 100+ Enterprise clients, we have seen the impact that regular connects with your Client Success Lead and Growth Lead create,” Shiring says. “These InfoTrust team members step away from the day-to-day work so we can have strategic conversations about your analytics maturity and that we are on track to not only achieve your goals, but be able to show the other people on your team and leadership the wins you are making. Many of our clients get promoted from the work we do together and it’s our job to make sure you have those achievements to share and are building a strong analytics foundation for your company.”

Ready to join the InfoTrust family?

As a premier analytics consulting and technology company, InfoTrust works with global brands to optimize the collection, management, and understanding of their digital marketing data.
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