6 Best Practices for Remote Implementation

In todays world the internet and web conferencing tools help to cut cost on simple software implementations. The downside? When you onboard new clients and train the staff remotely it’s on you to make sure they show up on time, and stay engaged.

Here are six simple tips to make sure you’re successful with your remote implementations.

1. Calendar Software. Use a scheduling software that allows you to send a link with your availability directly to your client. It saves time and back and forth which can cause client confusion. Many of these softwares also have automatic email reminders and allow clients to reschedule on their own. Make sure when scheduling the meeting you set a clear expectation of how long the meeting will be and how to join into the remote meeting; include that in the automated reminders. At my most recent company I deployed Calendly and my team really enjoyed it.
2. Screensharing Software. Find a software that allows you to share your screen with the client. Don’t always go for the free screensharing software. Make sure it has a good quality connection and allows you to hand over mouse control. Test the software prior to the call, recently I learned of Zoom.us which tends to be a good option for connection and has an added video feature so you can make eye contact with the client just as if you were on site.
3. Audio. Make sure to use a good microphone or headset so the client can hear you clearly and not the background noise of the office. Test your audio connection prior to your meeting, also feel free to ask your clients if they can hear you clearly. If there’s an issue with the connection try a different audio source. Remember, when you decide to take a sip of water MUTE your Mic, there’s no added value to having the client hear you clear your throat or sip on your drink of choice.
4. Agenda and Check-Ins. At the beginning of the call set a clear expectation of how long the meeting will be and what will be covered. Throughout the call refer to the client by name with simple questions. For example, “Mark, do you see that red button in the corner?” This helps you to keep an engaged audience and people love hearing their name.
5. Use the live Account. Instead of using a generic deck use the client’s live account if possible. It’s much easier for individuals to grasp new software when they’re able to see it in the same mode they’ll have access to once the training is over. Give your client mouse control to do additional check-ins and ensure they’re understanding the training you’re providing.
6. Follow Up. Inform the client of who they need to reach out to if questions come up. If there is a support department at your company direct them there. This will allow your implementation team to remain focused on new clients and more efficient with their workflow. If there is not a support team set a realistic expectation of how quickly you’ll be able to return their call and direct them to other resources.

While there are more that could be added to the list here are 6 best practices to start with to ensure a smooth client experience. Keep in mind while the client isn’t always right the client experience is always important.