Did you know that Locale has an extensive process to guide clients through how to adopt their new platform? Customer satisfaction is a vital pillar in Locale’s success, so what can clients expect when they join? Director of Strategy & Growth, Rob Maxwell, answers some frequently asked questions about the process below.
What is the value and purpose of onboarding?
Onboarding is a great opportunity to build a close partnership with a client. It is also used to test real life examples with the Locale platform and demonstrate how it can help solve any issues or tasks. From day one, we work closely to implement the personalised roadmap which we have already built for the client and constantly assess that the client has been given the most efficient and cost-effective solution. Plus, we begin training all users so they can become self-sufficient and confident using Locale in their everyday lives.
What is onboarding and what happens?
Onboarding is a structured approach to introduce you to your new Locale platform. You are part of the journey from day one when we start building the tailored platform, showing you how it works first-hand and giving you all the tools to deploy the platform, so it’s used effectively. We collaborate and mutually set clear and realistic KPIs, objectives and measures of success. Throughout this process, we arrange 30-, 60- and 90-day check ins to monitor progress and how Locale is being used.
What happens at the 30-, 60- and 90-day check ins?
Check ins are not a short, automated email that we send to tick a check box. They are face-to-face meetings where we do a full review of the platform and any additional services we provide with you, discussing the functionality, layout and content. We want to make sure that Locale is doing everything you want and are able to complete those tasks or meet all of your objectives.
We check if you are satisfied with the training received and look to suggest areas of improvement where appropriate. We also evaluate the deployment process and usage strategy, including:
The aim of these check ins is to ensure you are fully confident to use Locale independently, knowing that we are always there in the background to support when needed.
What happens after onboarding?
While we have a formal, structured onboarding plan in place, you don’t have to wait until these planned meetings take place. We work flexibly and around you so we are always open to talking and we often do in-person site visits to better understand how occupiers are interacting with your building, and what resources are available to you. These visits are done so we can help shape Locale around you building and evolve with your team. It also means we can ensure that right mix of tools are being deployed via our platform and should anything need to change, we can implement those changes at scale and at pace.
Everyone uses Locale differently, so we also gather regular feedback from you for our product & development team to ensure the platform works effectively for you.
What if I need urgent help?
We have a dedicated Care team in place available via email at support@locale.co.uk or by phone on
01865 249758. They are in place to answer any questions you may have or to report any issues. They can help with your enquiries or you can contact our Strategy & Growth team for more information by emailing sales@locale.co.uk.
What if I want more from Locale?
Locale is tailored to your building and community. If you are happy with Locale and want it to do more for you, we’re only an email or phone call away. We can set up demos so you can see how it might work and we only recommend modules that we think will be useful to you because we want the best for you and your occupiers.