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Using Jira Service Management for Customer Onboarding: Comparing and Contrasting with HR Onboarding

In my previous articles, I have primarily focused on HR use cases, particularly onboarding and offboarding. However, the principles and processes involved in onboarding are not confined to HR alone; they can be extended to various adjacent use cases such as customer onboarding, vendor onboarding, and more. This blog aims to explore these broader applications, using the familiar framework of new hire onboarding to highlight the similarities and differences when it comes to customer onboarding.

Understanding Onboarding Constructs

At a high level, onboarding—whether for new hires, customers, or vendors—follows a similar structure comprising three main components:

  1. Triggering Event
  2. Action Steps
  3. Automation

Let’s delve deeper into these components using both new hire and customer onboarding scenarios.

New Hire Onboarding

Triggering Event: A new employee is hired.

Action Steps:

  • Ship a laptop
  • Create an email account
  • Schedule 1:1 meetings with team members

Automation:

  • Automatically create an email account based on a predefined format
  • Assign software licenses through Azure/Entra ID

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Customer Onboarding

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Triggering Event: An opportunity is marked as “closed won” in Salesforce or Hubspot.

Action Steps:

  • Complete financial due diligence, including credit and tax setup
  • Set up the project for billing and timesheet management
  • Assign resources and initiate project kickoff

Automation:

  • Automatically update Salesforce objects with project-related details
  • Conduct KYC activities, confirming and updating customer addresses

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Using OnRamp for Onboarding Use cases

New Customer Onboarding:

  • Ensures all necessary financial and operational setups are completed before project commencement.

Vendor Onboarding:

  • Streamlines the process of bringing new vendors on board, including contract management and compliance checks.

KYC for Financial Services:

  • Automates the collection and verification of customer information to comply with regulatory requirements.

Best Practices for Effective Onboarding

  1. Clear and Proper Rules for Event Triggers: Ensure that the events triggering onboarding processes are well-defined and consistently applied.

  2. Personalized and Tailored Tasks: Customize onboarding tasks to fit the specific needs and profiles of customers or employees.

  3. Automation: Leverage automation wherever possible to reduce manual effort and increase efficiency.

The Future with Rovo

The foundational onboarding processes set the stage for integrating advanced AI tools like Atlassian Rovo. AI can further enhance onboarding by:

  • Automating more complex tasks that require decision-making capabilities
  • Providing real-time assistance and answers to common questions through AI agents
  • Continuously improving onboarding processes through machine learning and data analytics

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The future is indeed bright with AI, offering endless possibilities to make onboarding more efficient, personalized, and impactful.