Customer onboarding process
The following process will guide you through onboarding of new customers in Clinic2Lab. You will find relevant information regarding customer attraction, product demonstration, contracts, configuration of systems as well as system eduction for laboratories before going live. Relevant information about clinic onboarding and eduction can also be found below, along with various support elements.
Please contact the Clinic2Lab administration team in Denmark should you experience any issues.
1. Customer attraction
A range of marketing materiel are available for promotion of Clinic2Lab. Here you will find an overview of onepagers, ads and articles that can either be implemented directly or altered according to local needs and requirements.
Presentation
This presentation template can be used when conducting product and brand demo with potential customers.
Onepagers
Below onepagers can be downloaded in PDF format by clicking the links.
Ads
Create the order directly in the system – it’s easy and straightforward.
Articles
Track the order from start to finish and receive notifications when the order is on its way.
2. Product demonstration
When conducting product demonstrations, please ensure to follow the steps below for a smooth demo system setup.
1. Identify initial administrator
The company requesting a demo should provide the name and contact information for a system administrator. This can be changed again if moving from test to production.
2. Customer test data
Request a range of data from the potential customer, at least 10-20 customers and products should be submitted. This will allow for a more close-to-real demo phase. Remember to ensure compatibility between the data and the fields in the system!
3. Create demo system
A demo system should be created in Clinic2Lab. Please follow the steps in this video.
4. Upload test data
The test data received from the potential customer should be uploaded and/or entered into C2L. Remember to test the data before providing the customer access to the system.
3. Contract
Below contract can be used. Please notice that local legal requirements might need to added to the standard contract.
Terms and conditions
The following terms and conditions apply to customers using Clinic2Lab. Please ensure that the below standard template is updated to reflect local terms and conditions.
Project plan
When entering an agreement with a new customer, a project plan including data requirements should be created and shared with the customer.
4. Systems configuration
When onboarding a new customer, the Clinic2Lab system needs to be configured to their requirements and with individual information. Please ensure that you follow the guidelines below when configuring the system:
Create new lab in Uber
Upon signing of contract, the new lab needs to be created in Uber. Ensure that relevant customer information such as address, e-mail, contact people and logo is available before the customer is created.
Please follow these guidelines when creating the lab.
Production lab creation
If the lab uses an external production lab, ensure that this partner is created via Uber as well. You will need the same relevant customer information to create a user for the production lab.
Follow these steps to create a new production lab.
Help customer log in
When the customer is created, an e-mail should automatically be sent to the primary e-mail address.
Help the customer log in for the first time.
Create and upload data
The following data must be created in Excel-format and uploaded to the new lab profile, preferably by the local lab administrator.
Country specific patient declaration
An updated version of the patient declaration must be created when onboarding new countries to Clinic2Lab. Ensure that the customer have access to the country specific patient declaration.
CLINIC2LAB
Digital bonding between lab and clinic
5. System eduction – laboratory
The new laboratory should receive a thorough introduction to the system as well as detailed education to ensure maximum customer value for money. The following items will help you carry out the introduction and education:
Presentation of system
Ensure that you start the system presentation with an in-depth walk through of Clinic2Lab. Please follow these guidelines when presenting.
Access to Confluence
Ensure that relevant customer administrators and users get access to Clinic2Lab Confluence documentation and manuals.
Tips and tricks
Work smart, not hard! Here you will find different easy-access pointers to optimizing your daily routines in Clinic2Lab.
6. Go live!
In order to go live, ensure below mandatory steps are completed:
1. Remove test data
Data used for testing purposes should be cleared from C2L before going live.
2. Ensure support
Make sure that you have sufficient knowledge about the specific customer setup and connected data to provide support.
3. Redirect login if neccesary
When switching from staging to live data, remember to be aware of any redirects that might impact the system.
4. Follow-up on go live
Ensure to schedule a follow-up meeting with the customer after the system goes live. This is important to ensure that potential errors are corrected.
7. Clinic onboarding
Dental clinics should be introduced to Clinic2Lab as this will ease the workload for both clinical assistants and laboratories. These items can be used for initial overall information purposes and more direct customer conversion from manual to digital order process.
Communication
When you are ready to onboard your customers and allow them to place orders in C2L, you can use below communication elements.
Education
Ensure that the dental clinics receive an introduction to Clinic2Lab. Keep main focus on user friendliness, digital order flow, track and trace orders as well as messaging.
Access to Confluence
Manuals for clinics
Manuals for external labs
Tips and tricks
Track the order from start to finish and receive notifications when the order is on its way.
8. Support
The following process will guide you through onboarding of new customers in Clinic2Lab.
Manual text
Streamlines and minimizes manual work in a sustainable manner.
Manual videos
Create the order directly in the system – it’s easy and straightforward.
Get in contact with Clinic2Lab
Do you want to know more about Clinic2Lab and the advantages for you and your organisation, please fill out the contact form below and we will get back to you!