7.1 Kick off Call and customer Introduction

When a new ordered is received or a handover is sent from the internal sales to onboard a client onto the Customer Success Program we usually start with a kick off call / customer introduction. Our aim is to deliver long term workable solutions to achieve desired business outcomes for all SOE Customers engaged in the CSC program.
The intro call is to always be with the business owner and any other stake holders. Having this call with someone like reception that cannot make business decisions is not ideal and usually going to be a waste of their and your time. We are using this call to build a relationship, understand immediate priorities and understanding the reasons why they have decided to work with us.
Upon receiving the card in leankit it will be assigned to one of the CSC's – it is then your responsibility to communicate with that client as soon as possible, ideally within a business day.
Start off by copying the 'Customer Template' folder into the 'CSC Customers' folder and renaming it to the practice name followed by the accpac (if known). Inside of that folder is a document called 'Kick-off Call' we use this as a template to structure the call with the customer. I would recommend putting a copy of the original order and handover document that is supplied from the BDS or internal sales teams in the folder so you may reference them during your call. Having the handover and kick off call document side by side is ideal.

Call flow:
Start off the call with your usual introductions followed by a personal introduction explaining your role and responsibilities.
"Hi this is X calling from Henry Schein One and I am going to be your Customer Success Consultant. The Customer Success Program was launched at the start of 2017 with the aim to ensure your practice is working efficiently and focusing on implementing best practice techniques to optimise your performance whilst also fully understanding your reasons for choosing to work with us. This means it is my responsibility to take the time to fully understand your immediate priorities and future goals, and then provide a tailored path to help you get there."

You may want to introduce the project coordinator, find out if they have spoken with them yet and what is going to be required from the practice and what to expect.
This only applies to practices having the software installed for the first time. "To get started, have you been introduced to our project coordinator X yet? They are going to be working with you during your onboarding journey, they work as part of our implementations team and arrange the team here. X will be asking you for various documents to be completed. There will be a series of events that will happen as part of your onboarding journey.Site check – We'll check all of your computers are going to be suitable for us to setup the system on and is going to be compatible.First data pickup – we'll take a copy of your current practice data to hand over to our conversions team, from there we'll do what we call a trial show to ensure you're happy with the quality of the converted data. For this I would highly recommend the practice manager and principle dentist are there for as much of it as possible. Each member of the team will have their own priorities in what data is important to them.Once you are happy with the quality of the data conversion, we'll be picking up another copy of your database much closer to your install date and re-run the conversion so that we may have minimal impact on the practice downtime.Prior to the trainer coming out to the practice we may run a mixture of remote over the phone training and some e-learning courses to be completed. This is so we can focus on getting you up to speed during the time the trainer is there.Your go-live day will have the trainer floor walking with you and the team ensuring everyone is operating normally. For your go-live we'd recommend extending your appointments 10 minutes longer than you would normally give and try to be lightly booked. This is to give the team to keep on top of learning the new system in the real environment.Once the trainer has left on your go live day we'll be arranging one of our support buddies to handhold you through your first week by calling you or your champion once a day for the first 5 business day, then once a week from then on out.Once you're up and running and back to business as usual we'll initiate our customer success program and I'll step in a little more. Whilst I'll be checking in with you throughout the onboarding journey, I am not too heavily involved."

Next find out some information about their practice. Stake holders, existing software, number of clinicians, chairs etc.
"Just to confirm, your roll at the practice is one of X (key stake holders)? We find that working directly work the business owner gives us the best results throughout our program. Our customer success program isn't specifically software based, but to help you make the best decisions for your practice.At your practice you currently are running on the practice management system X?"
Confirm if there is anything else and how long they have been using it.
"And to go along with that, how many chairs are you currently operating out of? Any that aren't in use?"
Lastly find out some information about the clinicians.
"Would you mind sharing some information about your clinical team, how many dentists do you currently have at the practice?"
Probe them to share their experience and work they like to do.
"Do you operate a hygiene program at the practice?" …
Hygiene or therapists?
The next area we'll be asking about is around their why and growth targets. This is really important for us to leverage, it allows us to help with objection handling in the future and to make sure we really understand what they are all about.
"When I was speaking with X (BDS that sold the PMS) they shared that you were really interested in achieving X outcome, is that still the case, is there anything more you'd like to share?"
Pause…
"That's perfect, thank you for sharing, that is exactly what my role here at Henry Schein one is to help you achieve. My only goal here is to ensure you're working towards that at all times and to be completely satisfied you chose to work with us."
Explore immediate priorities, growth targets and whether there has been any significant changes at the practice that is work us knowing in terms of change management for the team.
"Quite a lot of our business reviews we'll be holding are quite data focused so that we can share that with you, of course I don't have the benefit of being in the practice to provide feedback. At the moment do you set yourself any goals or targets that you are working towards?"
Depending on the answer it might be worth asking if they do any reporting currently, some practices barely look at their revenue.
"Of course you have decided to change your practice manage system, does the rest of the team currently know that is happening? [pause] How do they feel about that change, are they onboard?"
They should share some information about their team at this point.
"Ok thanks for letting me know, it helps us with change management just to know what we're going to be onboarding and to let our training and implementations team know. Are there any other significant changes that have happened at the practice within the last 6 months or so?""Where would you like the practice to be in 5 years' time?"
We will be arranging a few things to be setup from day one, the automatic recalls and reminder automations. Ideally we'd like to prepare the practice for how this is going to work ahead of time, but it doesn't always work that way.
"We'll be arranging the recall and appointment reminder automations to be configured straight out of the box as part of your installation. The trainer will go through with you and turn on the appointment reminders whilst they're on site once you have updated the appointment book. Depending on a few things, they may turn on the recalls, or this will be with your support buddy to turn on. I'll be checking in on this too and we can go through the more granular details on how they work nearer the time."
The very last piece of information we'll capture will be any MPC logins required. This is because we'll be giving it access to private information and we should really verify who should have access.
"Lastly, we'll be arranging a cloud reporting tool called My Practice Cloud or MPC for short to be setup. This gives you a dashboard of information on practice performance and we'll be relying it on heavily throughout the Customer Success Program. What would be the best email for us to set that up with?"
Time to close off the call and follow up on any questions or concerns.