Onboarding Clients: The VPS Approach to Seamless Integration
13:25 Share

In this second episode of Perform Beyond, Louise Brogan is joined by Colin Lauder, Maureen Owens, and Priyesh from VPS to dive deep into the onboarding process that VPS follows when starting with a new client. The conversation centre’s around how VPS customizes their approach to meet the needs of each client, particularly in the financial services sector, where they have been operating for over five years.

  The episode outlines the key phases of onboarding: the discovery phase, transition phase, and go-live phase. Colin and Maureen discuss the importance of understanding a client's business, culture, and goals, while Priyesh explains how VPS leverages data and workflow management systems to ensure smooth operations and performance tracking. The episode also touches on flexibility, emphasizing the need for adaptability in response to changing client priorities or industry regulations.

  Key Takeaways:

• The Three Phases of Onboarding:    1. Discovery Phase: Building relationships and understanding the client's needs, culture, and KPIs.   2. Transition Phase: Defining roles, developing a 100-day plan, and establishing processes and SLAs.   3. Go-Live Phase: Testing, refining, and reviewing performance as the solution is implemented.
• Flexibility in Operations: While the 100-day plan is critical, both Colin and Maureen highlight the importance of remaining flexible to accommodate changing client needs and external factors like industry regulations.
• Collaboration with Clients: VPS values building strong, collaborative relationships with clients. Being physically present on-site helps smooth out challenges and ensures better understanding and communication.
• The Role of Data: Priyesh explains how VPS tracks every step of the administration process, using workflow management systems and data analytics to monitor KPIs and SLAs, ensuring service excellence.

  Upcoming Episodes: In the next episode, the team will discuss how VPS ensures governance and quality assurance with its clients. They will cover KPIs, SLAs, and the importance of a governance model to maintain high service standards.

• Explore how VPS sets up governance models with clients, ensuring all KPIs are met and continuously evaluated for the best possible service delivery.

  Make sure to subscribe to Perform Beyond so you don’t miss upcoming episodes. If you found value in this episode, please leave us a rating and review, and feel free to share it with colleagues or friends who might benefit from learning more about VPS’s onboarding processes.