The document discusses strategies for customer onboarding and retention in online food delivery services. It notes that online food ordering has grown significantly in recent years, with 60% of orders now placed from home. However, this transition online poses challenges for restaurants to implement new systems and platforms. The document then provides recommendations for an onboarding checklist to help new customers understand and see value in a product. It also outlines metrics and processes to track customer success and engagement over the onboarding, adoption, and growth phases. The goal is to minimize churn and identify customers who can become advocates to help with growth.

1. Abdelrahman Nasser

2.  Food Industry Produces Over $570 billion Worldwide And In Egypt With The
Huge Diversity Of It’s People And Markets It Touches Nearly $300 Million
 Besides, The Evolvement Of Online Food Ordering

3.  New Customer Behavior Arises
 About 60% Of Consumers Across Markets Saying Speed Delivery Is A Key Factor
82% Of The Orders Were Placed From Home, While Only 16% Were Placed From
The Workplace Which Leaves Only 2% Going To The Restaurant To Place An Order
Online Delivery Has Grown By 25% From 2015 To 2018 In Key Markets

4.  Some Of The Pain points To Consider
 With The Increase Of Online Ordering
Systems Market Share To Offline
Restaurants; They Now Face 3 Main
Challenges:
1. Extremely Expensive Platforms Agencies
2. A Minimum Of 3 Months To Implement
The Changes
3. Taking Cuts From All The Orders That Go
Through Online Systems

5. Branded
Website
+ App
Online
Payments
No Sales
Commissions

6.  From Experience Customers Bounce Out Or In The SaaS Dictionary Churn
Because Of 2 Main Reasons:
They Don’t Understand The Product
They Don’t See Value Over The Investment “ROI”
And To Make Sure That Didn’t Happen An On-Boarding Clients Checklist
Must Be Developed…

7.  Create An Automated Welcome Email That Triggers A New User Sign-Up.
 Schedule A Follow-up Email To Invite Your New Customer To Login To The
Software In Case Of Inactivity.
 Design Feature Callouts That Pop Up When A User Enters The App For The
First Time.
 Create Training Content For All Of Your Empty States.
 Build A Knowledge Base With Answers To FAQs, And Update It Frequently.
 Schedule Tasks For Regular Check-in Calls Or Emails With Your New
Customer.
 Trigger A Celebratory Notifications To Go Off Once A Client Hits A
Milestone.

10.  The First 14 to 30 days Of the customer On-Boarding Determine Whether The
Client Is Going To Be Successful Or A Failure, Here Comes The Need For A
Customer Success Program Checklist:
Plan To Identify Clients Expectations
Make Sure To Set The Needed Processes
Develop Support And Guidance Along The Way
Set Factors And Goals To Measure Clients Success
Measure Clients Health Score During (On Boarding-Adoption-Growth)

11.  On-Boarding Phase
Customers Expectations Company Expectations
Value Over Money Align Our Vision To Their Goals
Period Of Implementation Step By Step Timeline Progress
Friendly Software Provide Tutorials And Unlimited
Guidance

12.  Adoption Phase
Customers Expectations Company Expectations
Take Advantage Of All Features Monitor Adoption Rate
(NewExisting Features)
Continuous Support Documentation To Improve CX
Operations Improvements Provide Intelligence And Industry Hacks
With Our Advisors

13.  Growth Phase
Customers Expectations Company Expectations
Special Treatment Personalized Extra Value
Not Before Seen Expansion Online Marketing Hacks
(Re-Targeting – SEO – Google Ads…etc)
Tell Others About their Experience Promotors Tracking And Survey
Campaigns

14.  After Discussing The Metrics For A Client’s Health Within The Stages Of
Using To Mastering The Product Now It’s Time For The Processes Or rules
Required To Deal With Different Cases Along The Way…

15. Risk
Good
Gold
Bronze
Slow

16. Risk
Metrics Actions
• Low Software Usage
• Minimal Products Update
• Low Adoption Rate
• Doing Root Cause Analysis To Make
Sure We Understand Their Goals
• Make The Process As Easy As Possible
With Step By Step Tutorials
• Feedback Gathering To Discover the
Problem

17. Slow
Metrics Actions
• Normal Software Usage
• Missing Information Products Update
• Low Adoption Rate
• Analyze The Data Even Further To Make
Sure They Fully Maximize On The
Product
• Schedule Time To Contact Them To
Confirm They Can Use It Properly
• Develop Coaching Campaigns On How
The Product Will Help Them Achieve
Their Business Goals

18. Good
Metrics Actions
• Frequent Software Usage
• Products Updated Properly
• Good Adoption Rate
• Resistance In Expanding The Platform
• Provide Industry And Market
Intelligence
• Show Them Their Progress With Our
Offering And How To Maximize On It
• Highlight Next Steps And
“What’s In It For You!?”

19. Bronze
Metrics Actions
• Perfect Use Of The Software
• Very Good Adoption Rate And Revenue
By Customer Rate
• Average Referrals Rate
• Highlight Value Over The Relationship
• Learn More About Their Work To Turn
Them Into Advocates
• Include Them Into Product Feedback
Gathering
• Share Their Successes With The
Company Blog

20. Gold
Metrics Actions
• Perfect Easy Use Of The Software
• Great Adoption Rate And Revenue By
Customer Rate
• Provide Referrals And Success Stories
• Unlock To Them Featured Hacks
• Interviews, Testimonials, Key Account
Management And Celebrating Their
Wins
• Personalized Success Plans And Next
Steps
• Super Fast Customer Support