At ANDY, building a strong partnership starts with a outstanding onboarding experience. Our structured process not only ensures that our clients feel supported from day one but also allows us to customize our services to meet their unique business needs.
Step 1: Preparation
Every great partnership begins with preparation. Before we proceed, our Business Development Manager gathers all the essential details about the client’s account. We use a structured set of questions to understand the client’s operations and requirements thoroughly.
For example:
What type of equipment is needed?
How is the freight packaged?
What are your customers expecting and when?
Do you need specific equipment like food-grade trailers?
Should delivery appointments be booked by us or your team?
This attention to detail ensures that nothing is overlooked, enabling us to anticipate and address potential challenges. Additionally, credit approval is secured, and the account is set up before scheduling the onboarding call.
Step 2: Internal Meeting
Once the initial preparation is complete, we bring together representatives from key departments, including Operations, Sales, Customer Service, and IT. This internal meeting allows us to discuss the client’s specific requirements, such as delivery lanes, equipment needs, and any electronic data interchange (EDI) or key performance indicators (KPIs) components.
By ensuring all relevant teams are aligned from the start, we create a collaborative environment that’s focused on delivering exceptional service. This step is critical in making sure that every department understands the client’s expectations and their role in meeting them.
Step 3: External Meeting
The external meeting is where we connect the client with their dedicated team at ANDY. This meeting includes representatives from the departments involved in the internal meeting. During this session, the Business Development Manager reviews the insights gathered during the preparation phase, answers any remaining questions, and ensures that all details are aligned.
At this stage, the client has typically chosen a start date, and the onboarding call is scheduled one week before the go-live date. Following the external meeting, we hold a final internal meeting to review the plan for the first loads. Throughout this process, the Business Development Manager maintains close communication with the client, providing regular updates and addressing any last-minute concerns. During the 90-day onboarding period, we closely monitor the client's progress, conducting weekly touchpoint calls for the first four weeks, followed by biweekly check-ins for the remainder of the onboarding period.
Tailoring the Experience to Each Client
No two businesses are alike, which is why we tailor the onboarding process to meet each client’s unique needs. From the very beginning, we engage both the client and our team in a collaborative approach. This ensures a clear understanding of the client’s requirements while also outlining what we need from them to facilitate on-time pickups and deliveries.
By asking detailed questions during the preparation phase, we gain valuable insights into the client’s operations, challenges, and goals. This allows us to provide customized solutions, whether it’s specific equipment, tracking updates, or managing delivery appointments. Clients also appreciate the opportunity to meet their ANDY team before the official start date, fostering trust and alignment before operations get underway.
At ANDY, onboarding is more than just a formality, it’s the foundation of a successful partnership. By combining preparation, collaboration, and communication, we ensure a seamless transition that sets our clients up for long-term success.
If you’re looking for a partner who’s as invested in your success as you are, trust ANDY. Let us help you navigate the complexities of logistics with confidence and care, starting with an onboarding experience designed to exceed your expectations.