Financial services firms increasingly seek to augment and improve their service offerings with technology, especially AI-powered solutions. However, an often-overlooked element of vendor due diligence is the vendor's track record for successful onboarding and adoption.
Although the right features are certainly key to realizing the benefits of a technology solution, a comprehensive and thoughtful onboarding process significantly impacts implementation and adoption – two critical success factors.
For firms chasing digital empowerment – which leads to more efficiency, faster growth, and better client experiences, according to Fidelity – it’s especially important to pay attention to the first 60 days of onboarding with a new technology and tech provider.
Why the first 60 days matter most
Think about getting a new phone or computer. It’s within that early window, soon after purchase, that you’re most willing to spend the time learning and mastering your new device. The same idea applies to implementing new technology; it’s critical to capitalize on the excitement and momentum created by the introduction of a new solution.
The onus should be on the technology provider to ensure they’re creating a positive user experience, demonstrating clear value, and providing comprehensive training and support – at all times, but especially during the first 60 days of implementation.
After all, technology is only as good as its adoption rate. If your team doesn't see immediate value or struggles with using a platform, they'll likely abandon it before realizing its full potential.
Building a framework for onboarding success
Successful onboarding requires a well-structured approach that combines self-service options with personalized support. As you’re vetting new technology options, ask about these important elements of the onboarding process:
Clear implementation milestones: Your provider should work with you to establish specific goals for the first 30, 45, and 60 days. These should include completing user setup and configuration, user orientation, using the new solution in your day-to-day work process, reviewing results, personalization, and achieving specific usage metrics. Breaking down the onboarding process into manageable chunks prevents overwhelm and creates an ongoing sense of progress.
Personalized training paths: One size rarely fits all when it comes to learning how to use a new platform or solution. Some users prefer self-guided tutorials, while others benefit from hands-on training. Your provider should offer multiple learning paths to ensure every team member can adopt the technology at their own pace while still meeting adoption goals.
Responsive support systems: Look for technology providers that prioritize quick response times, ideally under five minutes. Access to human support staff rather than just chatbots can make the difference between adoption and abandonment.
Key questions to ask technology providers
Before implementing any new solution, ask potential providers about their onboarding process:
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What self-service resources are available? Look for providers offering free trials, comprehensive “onboarding wizards,” documentation and video tutorials.
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What is the availability and structure of customer support? Verify average response times, whether you’ll have access to human support versus automated systems, and if support hours are consistent across time zones if your firm has multiple locations.
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How is onboarding success measured? Ask about specific metrics and milestones that indicate successful implementation and adoption.
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What ongoing training and support are provided beyond initial onboarding? Ensure the provider offers continued support, as your team's needs evolve and new features are released.
You can also ask to connect with other users about their onboarding and implementation experience.
Best practices for internal implementation
While your technology provider should prioritize a structured onboarding process, you can accelerate implementation and ensure firm-wide adoption with a few best practices:
Establish regular check-ins: Schedule frequent user meetings during the first 60 days to address challenges, share early wins, cross-train, and maintain momentum. Your vendor should be available to assist and support this effort.
Introduce a champion program: Identify and empower tech-savvy team members to serve as internal champions who can provide peer support and encouragement.
Implement feedback loops: Create channels for users to share feedback about the onboarding process and any roadblocks they’re facing.
What gets measured gets used
Qualitative feedback is important, but don’t rely on it to tell the full story of your technology implementation. Establish clear metrics for evaluating success:
- User adoption rates
- Time spent using the solution
- Efficiency gains
- Return on investment
- User satisfaction scores
After the first 60 days
The first 60 days set the foundation for your firm’s long-term success using a new technology solution, but you should continue to invest in training, regularly assess usage patterns, and maintain open communication with your provider, especially if there are frequent new feature rollouts or enhancements you’d like to see.
As I mentioned earlier, a recent Fidelity survey found that digitally empowered firms are more efficient, grow faster, and offer a better client experience than their less digitally inclined peers – and digital empowerment begins with successful onboarding and implementation.
Mark Gilbert is the co-founder & CEO of Zocks, an intelligent communications platform that automatically captures critical information from conversations to help firms save time, get better data, and accelerate workflows. Prior to Zocks, Mark served in a variety of executive and product leadership roles at Twilio, Hearsay Systems and Microsoft. Mark has a long history of building high-growth enterprise software businesses. He is often sought out for his thought leadership and is a recognized industry expert in enterprise platforms, communications, customer relationship management (CRM), and mobile technologies. Mark received his bachelor of applied science (B.A.Sc.) with a focus in Electrical Engineering from University of Waterloo. Start your Zocks free trial today.
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Financial services firms increasingly seek to augment and improve their service offerings with technology, especially AI-powered solutions. However, an often-overlooked element of vendor due diligence is the vendor's track record for successful onboarding and adoption.