Implementing e-invoicing in your organization is a big step. Such projects involve technology, processes, and humans. We take care of technical aspects by selecting the right platform and defining file formats and communication channels. But remember the process and the humans involved: your team and business partners (customers and suppliers).
A successful onboarding campaign is crucial for a successful e-invoicing process.
“What gets measured gets managed.”
During quick research with some customers, we asked them to assess the e-invoicing capabilities in their organizations and the outcomes of their onboarding campaigns, if any.
We discovered the following:
- Only 20% had launched the onboarding campaign by sending an email to their suppliers
- More than 65% of them had not reached the expected results
- 90% admitted they did not inform internally about their e-invoicing capabilities and ongoing campaign
Some insights from these results:
- An onboarding campaign is beyond sending an email
- Knowledge is power when you share it
Why sending an email is not enough?
Here are some ideas:
- Some people might not understand your request
- Some people might not (even) know what e-invoicing is
- Some people might not know what their e-invoicing capabilities are
- In your communication, it is not clear what’s in it for them
- Some people read your email, put it in the ‘to answer’ folder, and then forget
These are human reasons, but what if:
- The organization has no e-invoicing capabilities nor resources to respond to your request
- They contacted you but did not receive the correct information
- e-invoicing is not their priority
Based on customer experience, follow-up, measurement, and adaptation are essential during the campaign! Make your onboarding campaign work!
Treat the campaign as a separate project
Define objectives, plan the activities, and follow up. And remember the team involved!
Think about the approach and the audience.
Will you send the same request to everyone? Or will you segment your audience based on maturity/invoice volume?
Make it easy for them.
Ardent Partners’ investigation found that 70% of your audience will convert if you make it easy. So, prepare an information kit, FAQ page, or videos in advance. It will help you reduce incoming questions, and your audience will find the answers quickly.
Follow up
One reason they did not answer your request is that your email is waiting in the “to answer” folder. Therefore, your plan must include a follow-up via reminders or a call campaign.
Set a target up front.
Only by defining clear goals and ensuring you have the tools to measure will you be able to claim your success.
One last takeaway: information is the key to success!
Your team must be informed. Consider all points of contact in your organization: sales, purchasing, finance, IT, service desk, reception… Those who have the most contact with customers and suppliers. Ironically, they are the ones forgotten in these types of projects.
We hope these insights help you boost your onboarding campaign… Success!
If you need help with e-invoicing and onboarding, don’t hesitate to contact Nele Janssens, our e-invoicing onboarding and compliance expert.
