The onboarding process:
Onboarding pages go-live and are sign-posted with a link/banner on your existing site
Customers create a new account (as described below)
During the go-live process we will then migrate and match subscription (basket) data to the new account
We can also migrate dislikes, holidays, account balances, delivery notes etc
Why go through this process?
- Both payment details and passwords are encrypted and cannot be migrated, we will always need customers to enter these themselves. The account creation process on our platform is simple and quick. The overall process is far simpler to communicate and understand vs alternatives.
- It allows an extended window to communicate with customers via email, notes in veg boxes, phone calls where necessary - meaning that when we go live you should have the vast majority of accounts (and therefore payment methods) set-up.
- It allows greater time to help trouble-shoot with customers, allows them time to contact their bank if having issues with 3D authorisation etc.
Step-by-step onboarding:
Your logo will appear. We can customise the text to suit, however we’d ideally like to avoid this if possible.
The postcode will check to see if you deliver to them and will attach them to the corresponding delivery round. It is important that your delivery areas and rounds are set-up accurately before we begin onboarding.
There is an auto look-up that uses google map data. Not all addresses are listed (typically some houses without a number) - in this instance, the customer should click the ‘Can’t find your address? Create it manually’ option.
The address entered here uses google map coordinates to drop a gps pin for our delivery route planning application.
Customers will only need to do this once, the card is then stored in their account to be used against future payments. Card details are securely held and encrypted by Stripe, not by you or Growing Good.
This is the final and (for some) trickiest step. Authentication will most likely be done via your customer’s smartphone banking app, it can also be done via SMS or pinsentry reader. Some banks provide passwords. The VAST majority of customers will have no trouble and complete the whole process within a couple of minutes. We are finding that ~5% of customers have a problem, or at least a question regarding this step - mainly our less tech-savvy customers. Usually some gentle encouragement to contact their bank, or just try again resolves the issue.
You do have the option to manually add card details in Stripe (this will be within GG admin in the future) but we would discourage this.
Once this step has been completed the account is successfully set up. You will be able to see accounts created in real time within the admin: https://admin.growing-good.co.uk/customers
We are finding that a small % of customers follow your prompt without reading much of the detail and then expect to be able to shop as soon as the account has been set-up.
Communication and monitoring during onboarding
Create some urgency - It is important to stress the urgency and importance of completing this onboarding process. The tone of language in emails and notes to customers will be key. We know from experience that change is difficult for customers, even so we find that ~95% of them onboard without a question or issue to resolve. Spell out the positives of what your new website will be providing and set them due dates for completing the process. A few customers may be resistant and you may need to call the final few that don’t take action. It’s a good idea for you to set aside a short amount of time each week during onboarding for this admin.
Importance of customer email addresses It is vital that when they are creating an account that the same email address is used that they currently use to order with you. This is the unique identifier and when we come to migrate any data we will match any account and order data together through this.
Monitoring progress of customer onboarding:
As customers onboard their accounts will be created and can be found in your GG system. You will be able to find them in your customer report: /customers/report. From this report you will be able to search, segment and download customer details in order to communicate further with them.
When your customers are onboarding they may drop out mid way through filling in the form. The customer will be able to resume their onboarding process by logging back in and resuming where they left off. Make sure they make a note of the password they use.
Here are some common issues that you may have to resolve:
Customer with an account but no address.
Any customers that have a blank address in the customer report haven’t completed the sign up process yet. You can find these by sorting any accounts where the postcode field is empty to the top of the list. They can simply resume where they left off and enter their address into the lookup or enter manually. It will then take them through to the payment set up.
Customer with an account, an address but no payment method.
Any customers who have a Yellow warning symbol under ‘payment method’ has not completed the payment method se-up and have failed to add and/or authorise their card details. You can find these by applying the filter Payment method is ‘False’.
You will need to contact these customers separately and prompt them to complete the process by adding their card details and completing any 3d secure authentication with their bank.
Customers who have not created an account.
To find those without an account you will need to cross reference the GG admin list with your current database of customers. Make sure they have been provided with the link again to the onboarding app.
What do I do with customers who don’t want to order online?
You may have some customers who are unwilling to shop online and add card details. We do stress however that the system is designed for being used online and connected to Stripe for payment.
You can create accounts manually for customers through the admin. However for orders to process on going live they will need to have credit on their account for orders to process.
If there are any customers who have not created an account by go live we can transfer their data from your current system, however they will not have a valid method payment set up. We will need to discuss how to handle these on a call with you and how you should communicate with them.