Onboarding
Also known as: user onboarding
Onboarding is another word for establishing a relationship with a product, service or organization. Onboarding (literally, getting on board or boarding) consists of arranging formalities and transferring information. The term is used within human resources, acquisition and ict, among others.
Onboarding new employees
For newly hired employees, the term refers to the first phase of getting to know each other after signing an employment contract. After onboarding, an employee has the knowledge and skills required for his or her position and is familiar with the organization's structure, culture and operating procedures.
During onboarding, formalities are also taken care of, such as employees providing personnel data, setting up the workplace and providing necessary company resources and working conditions. Proper onboarding helps increase employee effectiveness and lowers the cost per hire.
Onboarding new customers
Many companies also work with established procedures when accepting new customers. Here, too, onboarding is largely centered on the exchange of information. At some companies, onboarding begins as early as acceptance, with a screening policy as part of know-your-customer. Training and assigning a regular contact person may also be part of onboarding.
A pleasant and careful onboarding process is an important part of the customer journey.
Onboarding at software
Another field where the term onboarding is used is software development. Onboarding involves taking new users by the hand to master a new computer program or Web application. Instead of providing a course or manual, onboarding can consist of a step-by-step explanation of the key features of the application and how users can use them to perform their tasks.
Often onboarding includes tutorials, videos and online training. Some vendors offer a trial version of their software so that buyers can get acquainted with its operation before proceeding to purchase the product.
Good onboarding helps customers use a product or service as effectively and smoothly as possible. This benefits customer satisfaction. At the same time, standardizing introductions saves a lot of time on the supplier side, which can be used for more specific support and improving the product.
