How I use Dubsado to automate my client onboarding
Of all the setup that I’ve done for my business, organising my Dubsado workflows has been the best use of my time!
If I could give a new business owner one tip, it would be to use a CRM and to get it setup before you get busy with client work. Setting yourself up for success is like you telling the universe directly ‘I intend on having a successful business, but I also intend on utilising my time effectively’. Is one of your values balance or family or freedom? Because, in my opinion, being locked into your business doing manual tasks does not really align.
I chose Dubsado and have fallen in love with this program. Not only does it make your work 10x easier, but it forces you to get crystal clear on your processes and I see this as an incredible side benefit.
So, let’s dive into how you can lead your client through your Dubsado journey
Lead Capture Form
Scheduling Discovery Call
Proposal / Contract / Invoice
Canned Emails
Workflows
Lead Capture Form
The first thing is to capture your lead through a lead capture form embedded on your website. You can set this up in a few ways, such as through your contact form, or sales page, or like me, you can attach it directly to your Discovery Call scheduler. By capturing their details early, you can follow up and warm the client.
The benefit of the lead capture form through Dubsado is that once this information is submitted, it is automatically applied to a new project/ client and all the details pre-filled for you. From here you will have a birdseye view and can track where each client is in your client journey (such as: Lead, Proposal, Onboarding, Active Client, Offboarding). So, when your client proposal is sent, your workflow will automatically move your lead into this new category.
For example: you can use your lead capture form as a pre-qualification questionnaire, which is what I do. Because, let’s be honest, we don’t want to work with everyone. This gives you an opportunity to decide whether or not you and the lead are a good fit, before you have invested much time into the relationship.
Scheduled Calls - Discovery Call
My discovery call scheduler and lead capture form are linked together. The scheduler allows me to ensure that the lead capture form is completed prior to being able to submit a request for a discovery call. Like I said above, this gives me an opportunity to pre-qualify my leads, and also ensures that I’m not going into a call blind and that I can prepare beforehand.
The scheduler is really easy to use. In the backend you setup your available times and the rules around your scheduler - examples of these rules might be: max 2 scheduled calls per day, or minimum of 48 hours’ notice. The scheduler syncs to your calendar so that you don’t become double booked, and it can also generate a unique virtual meeting code at time of scheduling.
In the backend you will also pre-setup your email responses for automated replies.
This is an example of a Confirmation email template:
Proposal / Contract / Invoice
One of my favourite things that Dubsado can do is combine documents. So instead of sending three separate emails to your client and creating a headache, you can send one link which opens ALL THREE docs combined. In addition to this, they talk to each other through the use of smart fields. When a specific package is selected in the proposal document, then this will be indicated in the contract and invoice. It’s like magic!
All of your documents, including the proposal and contract, can be designed in line with your branding. The master template sits securely in your forms tab, and once added to a specific client, it can be personalised to that individual without changing the master copy.
So for example: my workflow adds a master copy of the proposal template to my client’s profile and then it creates a task for me (with an automatic reminder of course) to personalise the proposal, add the contract and check all is correct prior to it being sent.
Adding the invoice to this proposal package is also incredible, because it means that the client can easily pay up front or can send a deposit as per your requirements. It will also send invoice reminders, setup recurring invoices, and attach a payment systems such as Paypal or Stripe.
Canned Emails
Canned emails are the templated emails that you prepare in advance to be sent at different times. In Dubsado your canned emails are all saved in one easy location, so if you need to edit, you can easily jump in and change a few words.
Canned emails use smart fields to personalise the template when applied to a client profile.
For example: {{client.firstName}} is a smart field that will pull the first name of the client from their profile and will automatically add this to the email.
Workflows
This is the part that people find a bit too complicated but let me assure you that it’s not as complicated as you think. The most important part of workflows is actually in the preparation of the items listed above and becoming crystal clear in your processes.
Simply put, a workflow is a journey from A —> B with all of the steps in between worked out.
These journeys/ sequences can be automated.
An example:
ONBOARDING
Client signs proposal, contract and pays invoice, which triggers client to be moved to onboarding workflow
Dubsado to create to do items
setup shared google drive folder
setup trello board
organise docs for client portal
Dubsado to send Welcome Email (includes next steps for client)
Dubsado to send scheduler for Kick off call which includes mandatory questionnaire
Dubsado to create to do item 1 day prior to Kick Off Call
Review questionnaire and make notes for call
Input client birthday into my calendar and add reminder for gift
The benefit is that you can have both automated and manual elements to your workflows and by creating to-do tasks, you don’t have to remember a thing.
As we know, customer service is all in the details
And there you have it!
If you fancy exploring what Dubsado can do for you, sign up explore the program. Dubsado has a free account which allows you to have three clients + a sample client which you are able to play around with.
Reach out to me so that we can talk about how to get started!
