Have you ever had a new client that clearly has very little technical knowledge?

It isn’t surprising that this often gets missed in the sales cycle. There are ways to mitigate this. Review my earlier project on effective handovers from sales.

But, in general it will be something that you discover during initial talks with new clients.

Some SaaS products involve detailed integrations and technical knowledge on the customer’s side to implement effectively.

A proactive approach to identifying and addressing these technical blockers early can transform potential disasters into smooth sailing in onboarding.

Let’s unravel it, shall we? ↓

🧪 The Project: The Tech Check

Most useful for more detailed products that involve complex integrations and adjustments to customer workflows.

This type of attention to detail will set you apart from your competitors and level up your customer experience.

Step 1: Conduct a technical check

Do this as soon as you can after the deal has closed. You want to give the customer the feeling of momentum as soon as possible.

This is designed to discover hidden technical challenges that may arise due to lack of knowledge, ability, or permissions when it comes to implementing your solution.

Ask questions like:

Once you have this information you will be much more informed to build solutions into an effective onboarding strategy.

Step 2: Identify any technical gatekeepers

Issues often surface because the people with crucial technical knowledge aren’t involved in the purchasing decision.

Make a point of identifying and engaging with these missing voices.

You may need to bring in your change management skills here. More on that in this project. ↓

Find out things like:

• Who manages integrations across systems?

• Which team handles internal security approvals?

• Who will be configuring the system day-to-day?

• Which technical experts have detailed knowledge about existing workflows?

If it’s very messy then consider spending some one-on-one time with the individual gatekeepers to align everyone.

Only do this if it’s essential as you don’t want to slow down or overcomplicate their onboarding experience.

These focused conversations often reveal technical constraints that buyers or end users may not be aware of and it creates allies who appreciate being consulted early on.

Step 3: Challenge assumptions

Standard onboarding plans present an idealised view of implementation. We know that it doesn’t always go to plan.

Give your onboarding program flexibility to allow for proactive identification of technical roadblocks. Challenge assumptions that can cause problems later on.

Some examples:

This not only removes the “stop and start” motion of these kinds of blockers but it also gives a great impression to the customer that you are an expert in successful onboarding.

Step 4: Have a framework for handling issues

Have a structured approach for addressing issues if they surface. This prevents panic and builds client confidence.

Your framework can include:

• Clarity on how impactful the issue is - is it a big blocker that will take time, or just a small one that can be handled alongside moving forward with other areas of onboarding?

• Ownership of tasks - who is responsible for actions to fix the issue both on yours and the client’s side?

• Standard resolution approaches for common scenarios - if you notice common themes across customers, document solutions for easy playbooks in the future.

• Transparent communication - be clear with customers regarding how these road bumps impact the onboarding timeline.

🤓 The Analysis

Technical blockers are inevitable with more complex SaaS products.

Customers implementing complex products usually have the resource and knowledge of how to integrate it into their workflows.

You may get some who don’t but that is where your expertise and guidance in customer onboarding really gets to show off.

The key is identifying these elements early on in the onboarding process and reassuring the customer that you have a plan to help them achieve success.

What you'll achieve with this project:

• Shorter onboarding timelines

• Stronger client relationships

• Higher adoption rates

• Improved vendor reputation