Meet Jane, a Project Manager working with professional sales and administration of Meetings & Events. Jane’s company has decided to take on a new all-in-one software, Qondor, to achieve their goals of creating great experiences for their customers, working more effectively and professionally, and in turn generating higher revenue. She is told that her work day will change, and she needs to learn and understand the why and the how. Jane’s boss asks her to show up at a training session, where it all begins for a new user of Qondor like Jane.
Tailored onboarding ensures happy users
To make Jane’s start smooth sailing, we at Qondor are convinced that achievable goals, clear internal routines and a great chunk of enthusiasm is critical to success. We work with key stakeholders at Jane’s company to ensure these goals and routines are in place, and the enthusiasm spreads throughout the entire organisation.
How a company chooses to onboard Qondor is key to how able they will be to utilise Qondor to increase market share and impress their customers. Every organisation is different, and even though Qondor is one platform, it can be used in various ways. Sure, you can do your sales through Qondor, but how you do it is up to you. You can provide attendee management, but the personal touch and attention to detail can separate you from the rest. We strive to make it easy for people like Jane to excel within their job with minimum effort. We are genuinely interested in what our customers want to achieve and can provide invaluable knowledge and insight in how to onboard Qondor successfully. That is why, when Jane shows up at her training session (either remotely or in a classroom), a lot of the work is already done for her. A blueprint of how Jane should work with Qondor is presented to her, and training is fully tailored to Jane and her organisation’s way of doing business. Qondor is a platform Jane and her colleagues will work with several hours a day. Through presentations, coaching and practical training, we ensure Jane is ready, comfortable and confident to utilise the world of Qondor in her daily work, immediately after training is completed. Short time to value is crucial for Jane to keep faith in Qondor as her right hand in daily battle, and her interest in learning more.
The real work begins when user training is completed
We do not leave Jane and her organisation to themselves after the initial training, however. This is when the real work begins. We ensure Jane can find answers to her questions whilst working in Qondor, by providing an in-app, searchable help center. We praise Jane when she reaches milestones in Qondor and encourage her to learn more and utilise all relevant features, making her shine to her customers. We also make sure Jane has minimum one, usually several, go-to-persons (Qondor superusers) in her organisation, for Qondor technical questions, company guidelines or how to work smarter. Jane’s superusers will in turn be ambassadors and experts on Qondor internally, can receive instant world class support from and provide invaluable feedback to, the Qondor Customer Success Team. Superusers will also be prepared when we launch new features and improvements, to ensure their organisation utilises this to their advantage. We also provide Jane’s manager with intelligent insights on how the users perform in Qondor and to what extent they utilise the platform as intended. This makes it easier for managers to focus and follow up on the right things at the right time.
When Jane is ready to advance, she can receive more training from her superusers or the Qondor Customer Success Team. As she increases her Qondor knowledge and experience, she can utilise the platform to gain further market advantage.
Happy users give satisfied end customers and increased revenue
We encourage Jane’s organisation to conduct internal meetings to share knowledge, experiences and success stories, to ensure Jane and her colleagues perform well through Qondor over time. To sustain long term success, we complete regular retrospectives to identify any need for action and gain invaluable feedback on work flows and features. We make ourselves widely available to our customers, listen to and accommodate their needs. As a dynamic company, we can turn fast wherever the market takes us and to whatever the market demands. By nurturing a close relationship with our customers, we see time and time again that Qondor enables the likes of Jane to create greater customer experiences and work even more effectively and professionally. The result; increased revenue for Jane and her organisation.