First impressions count. In most cases, this will be the first interaction a client will have with your organisation. Make it easy and seamless for them by ensuring the distribution of key information is delivered in a timely manner to them or their preferred contact.
Keeping them in the loop. Ensuring clients are informed of how they're progressing through the intake process provides reassurance and peace of mind.
Efficiency is key. Whether a small organisation servicing a few clients, or a larger provider with clients numbering in the thousands, streamlining your ability to communicate efficiently and effectively and at scale around client intake and distributing welcome information is a core operational function.
Get a boost withmulti-channel. While email is a great channel for sending more detailed information and including necessary attachments, it can have a low delivery rate (emails bounce, can be left unread or get filed in hidden inbox folders). Adding SMS to your customer flow leads to better open rates and provides clients with the opportunity to reply with alternative or new email addresses when things bounce.
Before you start
To enable the following experiences it's key that you have access to your client intake data:
At a minimum, you will need a list of your clients who are apart of the intake process.
the related contact information (mobile phone number and email address) of the person who is to be delivered the welcome updates and associated communication.
To provide a better experience, having the clients name, approval statuses and summary of services to include within the body of each communication.